Customer Service Engagement

MARCIA A. HARRIS

**** ********** ***** ****

Duarte, CA 91010

331-***-**** ******.*********@*****.***

Professional Summary

Dedicated customer service and retail management professional with extensive experience in resolving customer concerns, managing team dynamics, and enhancing client satisfaction. Skilled in customer engagement, problem-solving, and adapting to fast-paced environments. Proven ability to communicate operational efficiency and foster positive client interactions.

Wholesale Manager

TotenCarry South El Monte, CA April 2023 – November 24

Expanded wholesale client base through targeted outreach, responding to potential customer inquiries, and evaluation wholesale pricing requirements.

Built lasting relationships by providing clear guidance on pricing requirements, leading to optimized partnerships for client success.

Customer Service Representive

TotenCarry Online Store – www.totencarry.com

Resolved customer order issues, processed adjustments, and issued refunds to enhance online shopping experience.

Delivered quick and accurate solutions to inquiries, ensuring smooth, efficient customer service.

Customer Experience Coordinator (CEC)

TJ Maxx, Monrovia, CA September 2017 – April 2021

Led a team of associates to maintain an inviting atmosphere, optimizing customer flow, and managing cashier ratios for efficient service.

Handled escalated customer issues, processing high-value refunds, and coordinating logistics with Cisco and FedEx Systems. Addressed and resolved customer service issues and processed refunds over $100, coordinating with Cisco, FedEx, and tracking systems.

Customer Service II and Order Desk Training

Phonak LLC - Hearing Aid Manufacturer December 2015 – July 2017

Provided billing support, complaint resolution, and warranty extensions, adapting to high-pressure situations and using Salesforce and FedEx tracking.

Trained new associates in order desk procedures, enhancing customer service best practices.

Managed customer service calls and processed lost/damaged claims, showcasing strong organizational and interpersonal skills. August 1996 – February 2012

Skills

Customer Service: Skilled in resolving issues and delivering high –quality service with customer satisfaction in focus.

Communication: Clear, effective verbal and written communication, adept at customer engagement and team leadership.

Technical Proficiency: Experienced with Salesforce, Cisco Systems, Shogun, Microsoft Office, and Multi-line switchboards.

Problem-Solving: Analytical and adaptable, with a history of implementing effective solutions to meet customer needs.

Education

East Aurora Hight School 1974

Some College Waubonsee Community, Sugar Grove Illinois

Customer Service Training and Certifications

Phonak LLC Internal Programs.

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