Marqukija Whitehead
Rocky Mount,NC
Summary
Resolution Coordinator with a proven track record of streamlining processes and enhancing customer satisfaction through data-driven strategies and cross-departmental collaboration. Over 5 years of experience in customer engagement and sales strategy, adept at implementing creative solutions to reduce complaints and drive revenue growth. Passionate about leveraging analytical skills and team leadership to foster positive outcomes and deliver exceptional service quality.
Overview
6
6
years of professional experience
Work History
Administrative Associate
North Carolina Department of Revenue
Rocky Mount, NC
06.2024 - 08.2025
- Managed confidential documents, safeguarding company information while maintaining strict adherence to privacy protocols.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Maintained accurate records of staff members'' attendance, leave requests, and overtime hours for accurate payroll processing.
- Coordinated scheduling for meetings and appointments, ensuring optimal use of time and resources.
RESOLUTION COORDINATOR II
Walmart
Remote, NC
11.2022 - 05.2024
- Streamlined resolution processes, reducing customer complaint handling time and boosting satisfaction rates at Walmart. Implemented data-driven strategies for measurable improvements.
- Fostered cross-departmental cooperation to address complex customer issues, enhancing overall service quality. Developed team-oriented solutions for common challenges.
- Pioneered new approaches to conflict resolution, introducing creative problem-solving techniques that significantly reduced repeat complaints and improved customer retention.
SEASONAL SALES REPRESENTATIVE
TruGreen
Remote, NC
09.2021 - 10.2022
- Drove sales growth through targeted outreach and personalized product presentations. Consistently exceeded quotas, contributing to company's market expansion.
- Engaged potential clients with energetic pitches, showcasing lawn care solutions. Built strong customer relationships, resulting in high conversion rates.
- Implemented strategic sales techniques, leading to substantial revenue increase. Analyzed market trends to optimize sales approach and maximize client acquisition.
COMMUNICATOR, CUSTOMER CARE SPECIALIST
Infocision
Remote, NC
07.2019 - 09.2021
- Resolved customer inquiries efficiently, maintaining high satisfaction rates. Implemented process improvements, reducing average call time by several minutes.
- Fostered positive team dynamics, sharing best practices to enhance collective performance. Mentored new hires, accelerating their onboarding process.
Education
Rocky Mount High School
Rocky Mount, NC06.2019
Skills
- Customer relations
- Problem resolution
- Critical thinking
- Active listening
- Microsoft Excel
- Complaint resolution
- Payment processing
- Microsoft outlook
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Multi-line phone talent
- Coordination
Timeline
Administrative Associate
North Carolina Department of Revenue
06.2024 - 08.2025
RESOLUTION COORDINATOR II
Walmart
11.2022 - 05.2024
SEASONAL SALES REPRESENTATIVE
TruGreen
09.2021 - 10.2022
COMMUNICATOR, CUSTOMER CARE SPECIALIST
Infocision
07.2019 - 09.2021
Rocky Mount High School