Marley Mapp
Huntingdon Valley,PA
Summary
Motivated individual with experience in customer service, sales and managing. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing high value customer service. Receptive to learning new skills and expanding current skill set consistently.
Overview
7
7
years of professional experience
Work History
Call Sales Rep/ Sr Lead Representative
Under Armour
1020 Hull St, Baltimore, MD 21230
08.2020 - Current
- Answered inbound calls to provide information, answer questions or discuss payment options
- Reached out to connect with customers in need of service and support
- Managed high volumes of inbound and outbound calls and chats in fast-paced environment to build, cultivate and establish lucrative client relationships
- Placed orders with enthusiasm and made product suggestions based off personal experiences with brand
- Identified consumer needs, clarified information, and researched issues to provide alternative solutions
- Monitored queues and email inboxes to respond to consumers via multiple media formats
- Implemented basic troubleshooting and support techniques to enable speedy resolution of callers' issues
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to products and services
- Aided coworkers in completion of incidents when needing assistance
- Utilize multiple computer applications while taking calls and chats
- Manage 10-15 CSR's making sure schedules are followed accordingly
- Having weekly coaches with CSR's to discuss growth opportunities
- Reporting site issues with UA.com, CSR program issues and working with multiple departments to find solutions
- Listening to live calls and guiding CSR to work through their interaction real time
- Running reports to show productivity, working with programs such as OMS, Salesforce, SAP and Excel
- Working with Fraud department by processing approved claims and reporting reoccurring fishy behavior from customers accounts
Gym Staff Member
Planet Fitness
6605 Manatee Ave W, Bradenton, FL 34209
03.2019 - 08.2020
- Answered phones, issued equipment to customers and completed guest check-in
- Cleaned and sanitized locker rooms, wiped down gym equipment and restocking supplies as necessary
- Returned equipment to proper locations, including re-racking weights, equipment and accessories
- Used POS system to assist with new membership cards, change of address and billing questions
- Discussed fitness classes with members to fit lifestyle goals
- Advertised current promotions to increase enrollment using various social media platforms
- Welcomed guests, provided answers to questions, and anticipated guests' service needs
- Trained newly hired room attendants on company policies, cleaning procedures and customer service techniques
- Managed cleaning cart and utility closet by keeping neat and organized
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to products and services
- Prioritized and organized tasks to efficiently accomplish service goals
- Sold various products based on personal use and knowledge when working out
- As well as educating customers on proper application with tanning products etc
- Built and maintained relationships with peers and upper management to drive team success
- Handled customer billing issues and information with care
- Demonstrated leadership by making improvements to work processes and helping to train others
- Exceeded customer satisfaction by finding creative solutions to problems and developing customer relationship
CUSTOMER SERVICE
Marshalls
7250 Cortez Rd W, Bradenton, FL 34210
03.2016 - 05.2017
- Organized store by returning all merchandise to its proper Isle and restocked display endcaps
- Unboxed new merchandise and stocked shelves in appealing manner
- Organized displays to focus customer attention on specific items
- Recommended merchandise to customers based on needs and preferences
- Observed customer behaviors to identify security threats and escalate concerns to supervisors
- Used POS system to ring up customer purchases, process payments and issue receipts
- Communicated with customers about rewards offerings, including policies, restrictions, and refund policies
Education
High School Diploma -
Manatee High School
Bradenton, FL05.2017
Skills
- Strong work ethic
- Organization
- Friendly, positive attitude
- Supervision
- Relationship building
- Problem solving
- Active listening
- Training & Development
- Customer service
- Receptive to information
- Encouraged to apply for Senior position, in less than 12-months
- Recognized as MVP CSR for outstanding performance and team contributions
- Recognized as MVP Sr for consistent high Team score and positive feedback from Team on leadership approach
Timeline
Call Sales Rep/ Sr Lead Representative
Under Armour
08.2020 - Current
Gym Staff Member
Planet Fitness
03.2019 - 08.2020
CUSTOMER SERVICE
Marshalls
03.2016 - 05.2017
High School Diploma -
Manatee High School