Customer Service Call Center
Resume:
Marshae Wylie
Phoenix, AZ
*******@*****.***
Professional Summary
I am an enthusiastic and customer-oriented professional seeking to leverage excellent communication, problem-solving, and interpersonal skills as a Flight Attendant. I have a passion for providing exceptional service, ensuring safety, and creating a positive travel experience. I am eager to contribute to a dynamic airline by delivering top-notch hospitality, remaining calm under pressure, and adhering to safety protocols.
Experienced and customer-focused associate with over 5 years of service in the customer service industry. Known for providing exceptional customer service, ensuring customer safety, and delivering a welcoming and efficient experience. Adept at managing diverse and high-pressure situations with a calm, composed demeanor while maintaining a positive, solution-oriented attitude. Skilled in emergency procedures, conflict resolution, and promoting brand loyalty through personalized service. Possess a deep understanding of safety protocols, follows regulations, and the ability to effectively communicate with customers. Committed to delivering the highest standards of hospitality and professionalism Willing to relocate: Anywhere
Work Experience
Call Center Representative
Computershare-Tempe, AZ
November 2022 to December 2024
• Onboarding of new customers
• Ensuring that customers are satisfied with products or services
• Determining the quickest, most effective ways to answer a client’s or customer’s questions
• Escalating queries and concerns to appropriate departments
• De-escalating conflict to a favorable resolution
• Troubleshooting common issues with a product or service
• Working with a team of CSRs and other departments to find appropriate solutions
• Knowledgeable in Escrow and payment collection
• Interpersonal and customer service skills
• Developed and executed analytical and problem-solving skills
• Developed and implemented multitasking and organizational skills
• Ability to respond to a high volume of calls and/or emails daily
• Accustomed to sharing work among our customer service team
• Attentiveness and patience
• Time-management skills
• Ability to find the positive in any situation
Seasonal Employee
FedEx-Scottsdale-AZ
December 2021 to December 2021
• Identified defective, lost or missing merchandise and promptly reported issues to supervisor.
• Received deliveries and processed all incoming shipments by scanning packages.
• Completed team goals by partnering with staff to share and implement best practices.
• Manually lifted materials weighing up to 65 pounds or less. Store Manager
Bed Bath & Beyond-Solon, OH
April 2020 to June 2021
Overseeing and guiding about 5 or more coworkers each day depending on the day Scheduled coworkers as needed.
Set store and individual goals to achieve each week. Able to exceed goals by motivating and understanding my coworkers and leading with stern empathy. Identified defective, lost or missing items, reported excessive issues to my higher ups. Received inventory to be put on shelves in a timely orderly manner. Deescalated any issues a customer or employee had whether that was with another employee or the store itself.
Collected and calculated profits and the end of each day and logged information into the needed platforms.
Enforced rules and regulations and proceeded with disciplinary action if needed. Made sure coworkers and customers enjoyed being in the store that they were in. Kept spaces clutter free and clean.
Helped coworkers with their professional and personal growth. Warehouse Supervisor
Amazon-Cleveland, OH
March 2020 to May 2021
• Identified defective, lost or missing merchandise and promptly reported issues to a manager if need be. Received deliveries and processed all incoming shipments by helping scanning packages.
• Operations Manager for special projects, including oversite of 2 different shifts and, giving my knowledgeable input and promoting desire to learn new tasks while gaining additional responsibilities.
• Exceeded specific team goals by partnering with staff to share and implement best practices. Optimized project completion time by multitasking.
• Monitored work areas for cleanliness and obstacles, moving cartons and boxes to keep all aisles free of clutter for ease of movement.
• Sustained safety protocol with 7% incident rate by ensuring proper and cost- effective usage of equipment and materials.
• Manually lifted materials weighing up to 45 pounds on regular basis.
• Aided senior leadership during executive decision-making process by generating productivity records. Identified safety hazards and notified
Maintenance and safety team immediately to assist with resolution
• Identified, developed, and assisted in the implementation of the warehouse safety protocols and personnel conflict management strategies.
Training of new and existing employees
Delegating who needs to go to what area depending on the needs each day. Call Center Representative
Conduent-Tempe-AZ
June 2019 to February 2020
• Providing introductory information to new customers
• Ensuring that customers are satisfied with products or services
• Determining the quickest, most effective ways to answer a client’s or customer’s questions
• Escalating queries and concerns
• Troubleshooting common issues with a product or service
• Working with a team of CSRs and other departments to find appropriate solutions
• Interpersonal and customer service skills
• Analytical and problem-solving skills
• Multitasking and organizational skills
• Ability to answer a high volume of calls and/or emails daily
• Ability to share work among a customer service team
• Attentiveness and patience
• Time-management skills
• Ability to find the positive in any situation
Warehouse Worker
Amazon fulfilment center-Warrensville Heights, OH
October 2018 to May 2019
• Identified defective, lost or missing merchandise and promptly reported issues to supervisor.
• Received deliveries and processed all incoming shipments by scanning packages.
• Assisted the Operations manager as a Fill-in Process Assistant with special projects, including
• Exceeded specific team goal by partnering with staff to share and implement best practices.
• Optimized project completion time by multitasking.
• Monitored work areas for cleanliness and obstacles, moving cartons and boxes to keep all aisles free of clutter for ease of movement.
• Sustained safety protocol with 7% incident rate by ensuring proper and cost-effective usage of equipment and materials.
• Manually lifted materials weighing up to 45 pounds on regular basis.
• Aided senior leadership during executive decision-making process by generating productivity records.
• Identified safety hazards and notified Maintenance and supervisor immediately to assist with resolution. Associate
Champs Sports-Solon-OH
February 2018 to March 2019
• Inspected items for damage and reported issues to supervisor to return unsalable merchandise and obtain replacements for customers.
• Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
• Helped customers find specific products, answering questions and offering advice.
• Trained new team members in cash register operation, stock procedures and customer service. Drove sales and add-on purchases by promoting specific item options to customers.
• Maximized customer satisfaction by assisting customers complete purchases, locate items and sign up for rewards programs.
• Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
Education
Bedford High School - Bedford, OH
January 2018 to December 2018
Skills
• Analysis skills
• Loss Prevention
• Microsoft Office (7 years)
• Banking
• Relationship management
• Help Desk
• Hazardous Material Handling
• Leadership
• Negotiation
• Mentoring
• Team management
• Sales
• Data analysis skills
• Restaurant experience
• Typing
• Microsoft Exchange
• Management
• Shipping & Receiving
• Computer Networking
• Supervising experience
• Warehouse management system
• Operating systems
• Microsoft Word (7 years)
• Databases
• Warehouse Management
• E-commerce
• Manufacturing
• Childcare
• Warehouse management systems
• Cash register
• Team player
• Warehouse Supervisor Experience
• Warehouse management
• AI
• Logistics
• Data entry
• Cash handling
• Leadership and Management
• Software troubleshooting
• Microsoft Windows Server (7 years)
• Microsoft Windows Server
• Inventory Control
• HIPAA
• Operating Systems
• Windows
• Customer service
Certifications and Licenses
Food Handler Certification
Driver's License
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