Marquel Douglas
Charlottesville,VA
Summary
Accomplished customer service professional with 20+ years of experience and extensive background in department leadership. Expertise in team management, operational execution, and performance improvement, with a strong focus on driving results and enhancing the customer experience. Most recently, successfully collaborated with team members to drive rapid improvements in e-commerce performance metrics within a short timeframe by implementing targeted coaching, process enhancements, and strengthened accountability.
Overview
24
24
years of professional experience
Work History
CS/E-comm ATL
Whole Foods Market
Charlottesville, VA
10.2023 - Current
- Enhanced customer satisfaction through effective problem resolution with knowledgeable and friendly service.
- Identify needs of customers promptly and efficiently.
- Monitored store activity to improve checkout flow, address customer inquiries, and streamline online order fulfillment.
- Ensure accuracy and quality of outbound online orders and pickup experiences.
- Supported performance metrics by ensuring high order accuracy, fast processing speed, and positive customer experiences.
- Supported scheduling to maintain adequate coverage for customer service and e-commerce needs.
- Manage cash handling and store processes, including drawer balancing and cash deposits.
- Enforce company policies and maintained team accountability to performance standards.
- Addresse employee performance issues and implemented corrective actions
Warehouse Merchandiser
Costco
Charlottesville, VA
11.2021 - 08.2022
- Analyzed product placement to enhance customer visibility and engagement.
- Collaborated with team members to optimize merchandise displays, enhancing customer engagement.
- Monitored stock rotation to maintain freshness of perishable items.
- Assisted in creating promotional displays that increased customer interest and sales.
- Regularly monitored store shelves to ensure product availability and restocked merchandise.
- Ensured clean and organized work environment to support efficient operations.
- Stocked and rotated shelves and built displays to deliver results for stores and suppliers.
- Organized displays according to company standards and specifications.
- Built product displays and placed appropriate signage for merchandise.
- Communicated and coordinated planogram execution with store management.
- Printed labels and tags for merchandise to ensure accurate pricing.
Pickup Manager
Kroger
Charlottesville, VA
08.2002 - 01.2022
- Developed schedules to optimize labor efficiency and meet business needs.
- Oversee all grocery online orders coming into the store.
- Make sure orders are picked, packed, and ready on time.
- Manage the staging area where orders are stored before pickup.
- Assign tasks (who’s picking, who’s taking orders out.)
- Make sure wait times stay below 5 minutes.
- Make sure new hires were trained effectively.
- Enforced company policies and maintained team accountability to performance standards
Education
High School Diploma -
Charlottesville High School
Charlottesville06-2004
Skills
- Customer service
- Customer engagement
- Inventory management
- Performance metrics
- Team leadership
- Staff training
- Problem solving
- Teamwork and collaboration
- Calm under pressure
Timeline
CS/E-comm ATL
Whole Foods Market
10.2023 - Current
Warehouse Merchandiser
Costco
11.2021 - 08.2022
Pickup Manager
Kroger
08.2002 - 01.2022
High School Diploma -
Charlottesville High School