Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marty Coll

Caledonia,MI

Summary

Results-oriented professional with 15 years of experience and a proven knowledge of customer retention, relationship management and customer satisfaction. Aiming to leverage my skills to successfully fill the Customer Service Supervisor role within Gourmet International.

Overview

19
19
years of professional experience

Work History

Team Lead, Customer Service

Gourmet International
04.2022 - Current
  • Coordinate smooth operation and efficient daily flow in the Customer Service department
  • Answer phones, direct calls, and provide account management
  • Confer with customers by phone to provide information about products, recommend products based on customers' needs and interests, take orders, or obtain details of complaints
  • Resolve escalated complaints by performing actions such as exchanging merchandise, performing refunds or price adjustments
  • Keep records of customer interactions, transactions, and complaints, as well as actions taken
  • Manage, organize, and update relevant information using database applications
  • Work with Purchasing to update seasonal orders for price, status, or case pack changes and inform customers
  • Work with Finance to ensure accurate invoices, credits
  • Coordinate with Warehouse to ensure seasonal orders ship smoothly
  • Train new team members in Customer Service processes and procedures, as well as existing team members on new systems and procedure updates


Senior Customer Service Executive

Booking.com
04.2009 - 04.2022
  • Provided support, coached, and offered training to our Guest Specialists
  • Acted as a liaison and provided leadership and advice on handling customer escalations
  • Took ownership of high level customer issues, formulated plans of action, distributed workflow, and provided feedback and followed up on execution and opportunities
  • Collaborated with our Legal, Media Relations, and Fraud teams to improve current processes and implement new resolution strategies
  • Performed quality checks on customer service agent phone calls, emails, and case documentation
  • Provided Team Leaders with feedback on working procedures and employee performance in order to improve our overall operation
  • Acted as an intermediary between customers, partners, and internal stakeholders including Finance, Fraud, Health and Safety, Strategic Partnerships, and Account Managers

Customer Service Representative

Baudville
02.2006 - 04.2008
  • Communicated with customers via phone, email, and chat to process catalog orders.
  • Increased revenue through partnering with customers, suggestive selling, and upselling.
  • Provided prompt and courteous resolution to customer service issues including queries, complaints, merchandise returns and exchanges, and shipping delays and orders.
  • Proofread catalog copy.
  • Contributed new product ideas.

Disaster Assistance Representative

Teletech
09.2005 - 11.2005
  • Followed a script to communicate via telephone with disaster victims and record data and comments in the completion of online FEMA disaster assistance applications.
  • Used empathetic listening skills to refer applicants to additional appropriate resources and agencies.

Education

Bachelor of Arts - English Language and Literature

Grand Valley State University
Allendale, MI
2000

Skills

  • Customer-oriented
  • Active listening skills
  • Computer literate
  • Personable
  • Exceptional communication skills
  • Skilled in call center operations
  • Committed to maintaining data integrity
  • Adheres to customer service procedures
  • Strong problem solving aptitude

Timeline

Team Lead, Customer Service

Gourmet International
04.2022 - Current

Senior Customer Service Executive

Booking.com
04.2009 - 04.2022

Customer Service Representative

Baudville
02.2006 - 04.2008

Disaster Assistance Representative

Teletech
09.2005 - 11.2005

Bachelor of Arts - English Language and Literature

Grand Valley State University

Similar Profiles

CREATE PROFILE
Marty Coll