Mary Littles
Escalation Specialist
Hephzibah,GA
Summary
Encouraging supervisor and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
32
32
years of professional experience
Work History
Escalation Specialist
Electrolux Major Appliances
Augusta, GA
04.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with customer.
Extended Service Agreement Representative
Electrolux Major Appliances
Augusta, GA
12.2015 - 04.2022
- Established 20 years of excellent skills in suggestive selling.
- 9 years' experience to process orders using SAP, REX, and Online.
- Awesome in helping consumers with product knowledge.
- Assist with Training Program providing side-by-side coaching.
- 2 years' Assisted with side-by-side training for new employees.
- Participated in round table talk for voice of consumers.
Bartender
O'Charley's, 276 Robert C. Daniels PWKY
Augusta, GA
10.2010 - 09.2013
- Helped in increasing sales and guest relations by professionally training all new employees.
- Coached new team members.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Followed strict recipes and drink measurements to minimize product used.
- Kept bar presentable and well-stocked to meet customer needs.
- Conducted regular inventory count to keep bar and drink supplies stocked, avoiding expensive rush orders.
- 10 years Performing opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
Customer Service Agent
Electrolux Major Appliances
Augusta , GA
05.2014 - 12.2015
- Strong verbal and written communication skills.
- SAP or similar workforce systems knowledge and experience
- 20 years of experience in Customer Service.
- Excellent skills in developing interest, and closing sales of major appliance parts, accessories, consumables, extended warranties.
- Answered constant flow of customer calls with minimal wait time.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Bartender/Shift Leader
Applebee's, Washington
Augusta, GA
08.1990 - 09.2010
- Operate POS system to itemize to complete over 30 customer purchases daily.
- Crafted special drink and cocktail menu items for seasonal offerings.
- Organized bar inventory and storage procedures to keep Stock within optimal levels and meet expected customer demands.
- Recruited and trained new bartenders and barbacks to help maintain talented team.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Conducted regular inventory count to keep bar and drink supplies stocked, avoiding expensive rush orders.
- Developed new signature cocktails to support bar marketing brand and increase profits.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
Education
BBA - Business Administration
Strayer University
Atlanta GA06.2024
High School Diploma -
Glenn Hills High
Augusta, GA05.1983
Skills
- Assist with coaching agents to de-escalating customers' complaints professionally
- 32 years of experience in Customer Service Contact Center with Phones, Online, Digital, Chat
- Listen and understand consumer's needs and provide accurate, practical solutions while delivering exceptional customer service, and resolution
- Computer proficiency in Microsoft Word, Excel, Outlook – PowerPoint, and Teams
- Ability to navigate between multiple and concurrent applications
- Ability to take initiative and effectively adapt to ongoing changes
- Critical Thinking and Problem Solving
- Excellent interpersonal, listening and selling skills
- Strong verbal and written communication skills
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction over 4 times.
- Supervised Front Line Customer Service Representative.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- I have received recognition for being on the Dean's and President's List for over 90% of the time while attending Strayer University.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I feel that luck is preparation meeting opportunity.
Oprah Winfrey
Timeline
Escalation Specialist
Electrolux Major Appliances
04.2022 - Current
Extended Service Agreement Representative
Electrolux Major Appliances
12.2015 - 04.2022
Customer Service Agent
Electrolux Major Appliances
05.2014 - 12.2015
Bartender
O'Charley's, 276 Robert C. Daniels PWKY
10.2010 - 09.2013
Bartender/Shift Leader
Applebee's, Washington
08.1990 - 09.2010
BBA - Business Administration
Strayer University
High School Diploma -
Glenn Hills High
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