Customer Service Management

Marleen Gurley 850-***-**** Cell

*** ***** **

Pensacola, FL 32507

OBJECTIVE

An enthusiastic, hard-working, reliable, mature, college graduate seeking a demanding role in a major company. Trustworthy, meticulous, reliable leader who has a drive to succeed and attain targets. Willing to utilize past experiences while being an asset to any company.

EDUCATION

Liberty University Present

Associate of Arts, Religion

University of Phoenix June 2009

Bachelors of Applied Business, Business Administration

Brown Mackie College

Associate of Applied Business, Business Management August 2007

SKILLS

PowerPoint Marketing and Advertising

Excel, Microsoft and Window Payroll Management

Spreadsheets Principles of Finance

Accounting I/II Human Resources

Word Processing Professional Presentation Techniques

Typing 65+ WPM Personal Computer/CRT

EXPERIENCE

Chick-Fil-A August 2014 June 2015

Assisted managers with daily productivity of the store. Maintained all registers and financial records for the shift. Daily and night audits for deposits. Maintained accurate cleaning charts for store. Delegating company procedures regularly. Conducted proper customer service to all customers and handled any customer complaint.

West Corporation December 2013 August 2014

Assisted customers with billing issues, solving problems with cable service, and sold cable services to customers. Maintained the average monthly quota for productivity. Kept 100 % on all quality assurance evaluations. Maintained track for other associates on phones and assisted with questions. Solved customer problems so that the situation didn’t escalate to supervision

Terminix February 2012 October 2014

Handle customer calls/correspondence for scheduling and inquiries in a fast-paced, stressful environment. Assist customers with service and billing issues. Utilize problem solving skills with customers as required. Keep track of customer information and call history information accurately, manually and on electronic systems. Maintain sensitivity, proper routing and responsiveness to all customers. Customer contact for pricing and scheduling. Re-organize and maintain files in office. Assign appointments to sales technicians and insure that appointments are handled timely and efficiently. Identify the needs of customers, resolve problems and promote products and services.

McDonald’s June 2002-July 2004 July 2009-Feb 2011

Employee schedules and training. Supervisor of 6+ employees at all times. Daily and monthly inventories. Accurate accounting of cash balances. Reconciliation, sorting and matching invoices received and resolve any invoice discrepancies. Prepare an analysis of accounts held with distributors. Daily and nightly audits and deposits. Theft and loss policy updated. Delegating company procedures regularly. Ensuring customer satisfaction.

Adecco (Metlife Auto and Home) September 2007-March 2009

Process and change information for lien holders to include address and phone numbers. Processed MAIP applications for state of Massachusetts. Carried out billing, collection and reporting activities according to specific deadlines. Reconciliation of accounts. Monitored customer account details for non-payments, delayed payments and any other irregularities. Processed adjustments, investigate and resolve customer queries. Maintained accounts receivable customer files. Ensure that the right accounts payables for each type of invoice received were in proper ledger account maintained by data entry, keying and processing returned mail. Indexing of information for over 700 policies using a local program known as “Trexo.”

Burger King, Columbia, SC September 1994-April 2000

Supervisor of 6 managers and 50+ employees. Hiring and firing of employees. Cash control and daily accounting of cash drawers given to employees. Verified office transactions complied with its financial procedures and policies, process backup reports, oversee and record the cash needed to run daily. Maintain an accounts payable list of vendors and distributors. Calculation of salaries, verification of working hours, form processing, data encoding of batch pay sheets approved by corporate office, preparation and remittance of payroll. Final auditor of daily and monthly inventories taken by local store managers. Quarterly inspections done for all stores. Evaluations and promotions given to employees.

CERTIFICATIONS/AWARDS

ServeSafe Certification December 2014

Basic Shift Management Certification October 2009

Applied Shift Management Certification March 2009

REFERENCES AVAILABLE UPON REQUEST

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