Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Marlene Downing

Spring Hill

Summary

Dynamic customer service professional with extensive experience at HSN and Walmart, adept at enhancing customer satisfaction through effective problem resolution and active listening. Proven track record in managing escalated issues and training teams, leveraging strong product knowledge to foster loyalty and drive repeat business. Skilled in call center operations and data entry.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Customer Service Representative

HSN, Home Shopping Network
05.2021 - Current
  • Implemented feedback mechanisms to enhance customer satisfaction and retention rates.
  • Collaborated with cross-functional teams to streamline service delivery processes.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

CAP 1 Associate

Walmart
03.1996 - 06.2016
  • Assisted in unloading and stocking merchandise to ensure inventory accuracy.
  • Maintained cleanliness and organization of sales floor to enhance customer experience.
  • Supported team members in daily operations to promote efficient workflow.
  • Learned safety procedures and proper use of tools for operational tasks.
  • Engaged with customers to address inquiries and provide product knowledge.
  • Collaborated with team members to achieve store goals and maintain high standards.
  • Resolved customer inquiries through effective communication and problem-solving techniques.

Customer Service Representative

Walamrt
03.1996 - 06.2016
  • Managed order processing and ensured timely delivery of products to customers.
  • Trained new team members on customer service protocols and best practices.

Department Manager

Walmart
03.1996 - 06.2016
  • Oversaw daily operations, ensuring team efficiency and adherence to company standards.
  • Developed training programs to enhance staff skills and improve service delivery.
  • Implemented strategic initiatives to optimize resource allocation and reduce waste.
  • Led cross-functional teams in executing departmental goals and improving process workflows.
  • Analyzed operational data to identify trends, driving informed decision-making for business improvements.
  • Monitored compliance with safety regulations, fostering a culture of workplace safety among staff.
  • Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
  • Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.

Education

High School Diploma -

South Kortright Central High School
South Kortright, NY
06-1988

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Call center experience
  • Complaint handling
  • Client relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call center operations
  • Product knowledge
  • Order processing

Certification

  • Sales Manager Certificate for Walmart TLE , Walmart Jewelry Dept

Timeline

Customer Service Representative

HSN, Home Shopping Network
05.2021 - Current

CAP 1 Associate

Walmart
03.1996 - 06.2016

Customer Service Representative

Walamrt
03.1996 - 06.2016

Department Manager

Walmart
03.1996 - 06.2016

High School Diploma -

South Kortright Central High School

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