Marti Truesdale
Hampton,GA
Summary
Dedicated customer service professional with over 10 years of experience in high-paced environments, specializing in problem resolution and client satisfaction. Proven track record in training and leading teams to enhance service quality, while consistently meeting performance goals. Skilled in conflict management and effective communication, with a strong background in both retail and healthcare settings. Committed to fostering positive customer experiences, and driving operational excellence.
Overview
28
28
years of professional experience
Work History
Customer Service Representative/Mentor Leader
Foundever
Hampton, GA
03.2018 - 11.2023
- Managed high-volume inbound and outbound calls, ensuring prompt and professional responses to inquiries and service requests.
- Scheduled, confirmed, and followed up on appointments to ensure customer satisfaction and efficient service delivery.
- Documented all customer interactions, appointments, and follow-ups accurately in the CRM system.
- Provided detailed information about products, services, and policies to assist customers in making informed decisions.
- Resolved customer concerns and complaints calmly, escalating complex issues to supervisors as needed.
- Maintained a positive and organized work environment, consistently meeting performance and satisfaction goals.
- Collected customer feedback and reported recurring issues to improve service processes.
- Collaborated with team members to ensure a seamless communication and customer service experience.
Cashier
Kroger
Fayetteville, Ga., GA
04.2016 - 08.2016
- Processed customer transactions efficiently, ensuring a positive and organized service experience at the front end.
- Handled cash, credit card, and check payments with accuracy and attention to detail, maintaining organized records and balanced cash drawers.
- Provided exceptional customer service by addressing inquiries, resolving complaints, and assisting with product or service information.
- Demonstrated proficiency with the point-of-sale (POS) system to process transactions quickly and securely.
- Assisted customers with locating products and understanding store promotions, supporting a seamless customer journey.
Cashier, Server, Host, Kitchen Worker
Backyard Barbeque
Jonesboro, Georgia, GA
03.2014 - 01.2015
- Processed customer orders and payments using a point-of-sale (POS) system, ensuring accuracy and efficiency.
- Provided prompt and courteous customer service, addressing inquiries, and resolving issues to ensure satisfaction.
- Managed high-volume phone calls, taking reservations, and answering questions about menu items and services.
- Collaborated with team members to deliver timely service and maintain a positive dining experience.
- Handled guest complaints professionally, offering solutions to ensure customer satisfaction.
Crew Trainer
McDonald's Corporation
Lovejoy, Georgia, GA
04.2011 - 07.2013
- Trained new crew members on job tasks, procedures, and company standards to ensure consistent service quality.
- Demonstrated effective customer service, safety, and teamwork methods to support a positive work environment.
- Coached team members to improve speed, accuracy, and confidence in daily operations.
- Maintained product and service quality standards through regular observation and feedback.
- Assisted with regular crew duties, and helped keep the work area organized and efficient.
Department Supervisor
J.C. Penney Corporation
Fayetteville Georgia
07.2007 - 09.2009
- Managed a team of retail associates, providing guidance and support to ensure excellent customer service.
- Trained staff on product knowledge and customer service best practices to enhance the customer experience.
- Maintained inventory levels and organized records to support efficient department operations.
- Led weekly team meetings to communicate goals, targets, and expectations while fostering a positive, collaborative work environment.
- Trained staff on loss prevention techniques, such as theft deterrence measures and proper cash handling procedures.
- Conducted regular performance evaluations and provided constructive feedback to drive continuous improvement.
Medical Assistant
Kaiser Permanente Southern Medical Group
FoundeverSan Dimas, CA
02.1996 - 08.2006
- Screened patients, took vital signs, and documented patient information accurately for medical appointments.
- Prepare patients for exams, assist providers during procedures, and administer injections or medications (where permitted).
- Perform EKGs, wound care, and dressing changes.
- Sterilize and maintain exam rooms.
- Provide patient education and post-visit instructions.
- information.
- Also, cross-trained to handle all aspects of the receptionist's duties, including greeting and registering patients, scheduling appointments, handling money, and tallying the end-of-the-day receipts.
- As a professional worker, I created and maintained the General Service Desk within the San Dimas Medical Office. This area was created to better suit the needs and services of our members. Duties included reviewing, processing, and completing all patient documents and forms; troubleshooting patient concerns and problems within the facility; and assisting the staff with their duties related to the above when needed. -
- Appointed as Co-chair of the San Dimas Customer Service Advocate Team. This team coordinates staff functions and events in the office geared towards enhancing and improving customer relations and training, provides monthly modules to the department covering different customer service topics, and works with department leadership to implement ideas and directions as needed.
- Selected to be on the Department-Based Team (DBT), a Labor Management Sponsored Group that is selected by the office staff. In concert with the Office's administrator (who co-chairs the team), these employees provide input and direction on various office policies, procedures, and guidelines.
- Served as the department liaison for ongoing projects as assigned by the department administrator.
Education
Associates of Applied Science - Human Services
Kaplan University
Davenport, IA06.2015
Graduate Certificate - Phlebotomy
Phlebotomy Training Specialist
Hapeville, GA02-2025
Graduate Certificate -
John Muir High School
Pasadena, CA06.1986
Skills
- Conflict resolution and sound decision making skills
- Strong written and verbal communication skills
- Self-motivated/self-starter
- Teamwork and collaboration skills
- Analytical and critical thinking skills
- Flexible and adaptive
- Organization and time management skills
- Computer proficiency
- Customer retention strategies
- Inbound and outbound calling
- Call documentation
- Computer skills
- Customer relations
Affiliations
Volunteer American Red Cross
Volunteer Pregnancy Crisis Center
Volunteer Cancer Society
Timeline
Customer Service Representative/Mentor Leader
Foundever
03.2018 - 11.2023
Cashier
Kroger
04.2016 - 08.2016
Cashier, Server, Host, Kitchen Worker
Backyard Barbeque
03.2014 - 01.2015
Crew Trainer
McDonald's Corporation
04.2011 - 07.2013
Department Supervisor
J.C. Penney Corporation
07.2007 - 09.2009
Medical Assistant
Kaiser Permanente Southern Medical Group
02.1996 - 08.2006
Associates of Applied Science - Human Services
Kaplan University
Graduate Certificate -
John Muir High School
Graduate Certificate - Phlebotomy
Phlebotomy Training Specialist