Marye Mckethan
Fayetteville,NC
Summary
Knowledgeable and dedicated customer service professional with an outgoing and positive demeanor, extensive experience being a strong leader, when asked and/or required to do so, as well as, a dedicated team player with an empathetic and result-driven can-do attitude, proven skills in establishing strong rapport with clients. Uses independent decision-making skills and sound judgement to positively impact overall company performance. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Concentrix
03.2024 - Current
- Attended training sessions for Customer Service Representatives on various aspects of job including soft skills development, product knowledge enhancement, and procedural updates.
- Exhibited high energy and professionalism when dealing with staff and in turn able to translate those skills to future encounters with customers.
- Based on my years of experience I was hired to delivery exceptional customer service by enhancing customer satisfaction through detailed inquiries as to ensure overall individualized customer satisfaction.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels while in training.
- Responded proactively and positively to rapid change.
Customer Service Representative
Continuum Global Solutions
06.2022 - 11.2023
- Managed high call volume, working efficiently while maintaining professional demeanor, prioritizing customer satisfaction.
- Developed strong product knowledge to better assist customers by accurately providing informed recommendations designed to satisfy individual customer needs.
- Developed strong rapport with customers through active listening skills, friendly and inviting communication and over positive demeanor leading to repeat business, increased loyalty and high customer approval rating.
- Handled escalated calls by successfully deescalating situations while simultaneously finding solutions to meet client expectations while preserving company policies.
- Participated in team meetings and training sessions to stay informed about product updates and changes and accurately passed on information to customers.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Fostered customer-centric culture within team by consistently reinforcing importance of empathy, understanding, and patience in all interactions with clients.
Server, Bartender, Event Coordinator
Thee Doghouse
01.2015 - 03.2020
- Demonstrated strong multitasking skills by managing multiple tables simultaneously, helping out team members when needed, with positive demeanor, without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs and making applicable suggestion.
- Worked with POS system to place orders, manage bills, process refunds when appropriate and handle complimentary items.
- Served high customer volumes without compromising quality of service during regular hours as well as during special events.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, taking inventory, etc.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
- Established strong rapport with clients, taking time to efficiently gather customer expectations, ensuring their needs were met and often exceeded throughout event planning process.
- Able to take potential negative customer service experience and turn in into opportunity for potential upsell and in turn fostering positive customer experience and increased brand loyalty.
Server
Red Lobster
01.2007 - 07.2011
- Served food and beverages to customers in timely fashion, paying attention to customers wants and needs and making appropriate suggestions.
- Accurately utilized POS system to place orders, manage and process all transaction.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
Sales Representative
Abercrombie & Fitch
09.2004 - 06.2006
- Handled all transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Helped customers locate products and checked store system for merchandise at other sites.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing welcoming store environment.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Improved customer satisfaction by providing excellent service and addressing inquiries promptly.
Education
GED -
South Stanly High School
Norwood, NC06.2004
Skills
- Exceptional Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relationship Management
- Workflow Management
- Product Sales
- Call center experience
- Retail Store Operations
- Conflict Resolution
- Transaction Processing
Timeline
Customer Service Representative
Concentrix
03.2024 - Current
Customer Service Representative
Continuum Global Solutions
06.2022 - 11.2023
Server, Bartender, Event Coordinator
Thee Doghouse
01.2015 - 03.2020
Server
Red Lobster
01.2007 - 07.2011
Sales Representative
Abercrombie & Fitch
09.2004 - 06.2006
GED -
South Stanly High School