Customer Service Client Services
Resume:
Kelly Martin
Durham, NC *****
******.********@*****.***
Professional Summary
Champion of client services and satisfaction with over 20 years of experience providing exceptional support to a variety of individuals in addition to working within a myriad of organizations across diverse industries. Adept at documentation, communication and collaboration, regulatory compliance, conflict management, and issue resolution. A proactive relationship builder, with a proven track record of maximizing clients’ enduring understanding of institutional programming, products, and resources to promote individuals’ sustained satisfaction and retention with the institution. Work Experience
Customer Service Representative
A Cleaner World-Durham, NC
August 2023 to Present
Delivered frontline customer service in a high-volume environment, ensuring client satisfaction through clear communication, problem-solving, and personalized service. Managed intake and tracking of customer orders, including garment inspections, tagging, and documentation, ensuring accuracy and efficiency in order processing. Oversaw inventory flow and logistics, coordinating garment movement from intake through cleaning, pressing, and final delivery to customers.
Maintained quality control standards, identifying errors and implementing corrective actions to uphold brand reputation.
Balanced cash handling and transaction management with daily reporting, ensuring accuracy and accountability.
Assisted with training and mentoring of new team members, reinforcing customer service best practices and operational procedures.
Adapted quickly to physical and logistical demands while maintaining professionalism in a fast-paced, deadline-driven setting.
Manager in Training
A Cleaner World-Cary, NC
August 2022 to August 2023
Axe Throwing Coach
Urban Axes-Durham, NC
August 2019 to May 2023
· Provide exceptional service and support to # of clients, communicating all policies and guidelines to promote a safe and engaging environment
· Communicate pertinent information concerning how to throw an axe and utilize other products present, addressing and resolving any misinformation and other inquiries promptly
· Schedule # of client appointments, evaluating and cross-referencing institutional availability with client requests to promote a positive and seamless experience
· Maintain compliance with internal standards in addition to facilitating a clean and sanitized environment and executing financial transactions for services rendered Production Manager
Laundrymen-Durham, NC
November 2020 to August 2022
• Promoted to Production Manger for consistently exceeding institutional deliverables, expectations, and promoted client satisfaction and employee excellence across the performance of all KPIs
• Direct all customer orders from inception to completion, performing all strategic planning and communication with 6 employees to promote the on time fulfillment of all orders
• Preemptively address and resolve any client issues and/or discrepancies without sacrificing compliance with both internal and external standards and regulations
• Ensure that the physical environment is organized and safe for all personnel, performing routine inspections and analysis to minimize risk and gaps in institutional excellence
• Supervise 6 – 9 personnel, communicating executive functions and tasks in addition to distributing relevant, pertinent feedback to maximize employees’ enduring understanding of all policies/procedures Driver
Laundrymen-Durham, NC
November 2019 to November 2020
Maintain a scheduled route and confirm that all customers are satisfied with products and services received in addition to confirming that the company vehicles are fully operational and functioning Cashier/Front Office Assistant
Food Lion-Durham, NC
March 2019 to November 2019
· Performed managerial duties as appropriate and oversaw 4 – 6 employees, ensuring that all standard operating procedures (SOPs) and institutional policies were executed appropriately
· Evaluated all products and inventory present to maintain high levels of quality control and assurance in addition to distributing proactive, positive communication to customers
· Maintained the integrity and safety of the store safe in addition to managing all tills, evaluating assets and funds present to prevent gaps in revenue generation and profits
· Oversaw the customer service desk, addressing and resolving a myriad of complaints and inquiries promptly to prevent dissatisfied customers
Caretaker
Sunny Acre Pet Resort/Kennel-Durham, NC
September 2018 to March 2019
· Ensured the safety of clients’ dogs, complying with individual animal’s schedules, feeding preferences, time outside, and medication administration as appropriate
· Documented each animal’s daily schedule and behaviors to enable transparent, complete communication with each animal’s owner and enhance individuals’ retention with the institution
· Monitored and evaluated all dogs’ behaviors to proactively resolve and prevent adverse situation occurrences and minimize risk
· Complied with all standards of animal care and handling in addition to cleanliness within the yard and the day camps while promoting a positive and enjoyable experience for all animals Shift Leader
Dunkin Donuts-Durham, NC
May 2018 to September 2018
· Maintained high levels of quality control and assurance across food products, inspecting and evaluating inventory to prevent adverse situations occurring with customers
· Performed operation management and oversaw 2 – 3 employees during each shift, performing all scheduling and maximizing staff levels to prevent gaps in customer satisfaction
· Executed all opening procedures and sustained compliance with all internal and corporate policies and guidelines to promote cohesiveness across store locations
· Managed assets within the store/cash registers as well as within the store safe, analyzing assets present and cross-referencing financial transactions to prevent instances of theft or mismanaged client funds Game Attendant
NC Escape-Durham, NC
May 2017 to May 2018
· Provided exceptional customer service to individuals, monitoring and guiding customers through the escape room and facilitating a positive, engaging experience to promote individuals’ retention with the institution
· Addressed and resolved any and all customer issues and discrepancies in timely manner, including communicating hints to support enjoyment in the process of the escape room
· Evaluated all products and equipment within the escape rooms to ensure that all content was in the appropriate location and operating appropriately
· Performed all documentation and recordkeeping for the institution, including but not limited to obtaining customer feedback and supporting continuous improvement initiatives within the escape room to increase customer satisfaction
Store Manager
Madvapes-Cary, NC
May 2015 to June 2017
Store Manager
The Vapor Girl-Durham, NC
June 2013 to May 2015
Customer Service Associate
Lowe’s Hardware-Gardner, NC
September 2012 to June 2013
Auction Clerk
Carolina Auto Auction-Anderson, SC
August 2005 to June 2006
Guest Services/Attractions
Walt Disney World-Orlando, FL
August 1998 to May 2000
Education
Diploma
Osceola High School-Kissimmee, FL
August 1996 to May 1998
High school diploma
Skills
• Operation Management
• Client Retention & Satisfaction
• Retail sales (10+ years)
• Google Suite
• Guest relations
• English
• Sales
• Documentation & Recordkeeping
• Regulatory Compliance
• Cash management
• Analysis
& Evaluation
• Customer Service & Support
• Data Entry
• Basic math (10+ years)
• Conflict Management
• Time management (10+ years)
• Customer service (10+ years)
• Team motivation (leadership skill)
• Communication skills (10+ years)
• Relationship building
• Attention to detail
• Phone etiquette (10+ years)
• Personnel Oversight & Training
• Program & Product Management
• Issue Resolution
Certifications and Licenses
Driver's License
Contact this candidate