Customer Service & Collections Operations Leader

Marleena May Keester

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Professional Summary

Customer-focused professional with extensive experience in high-volume customer service, call center operations, retail management, and collections. Proven ability to process payments, resolve complex customer issues, rebuild and train teams, and improve operational performance. Recognized for reliability, adaptability, and leadership in turnaround environments. Seeking a growth-oriented organization with opportunities to advance into management.

Core Skills & Qualifications

High-Volume Inbound Customer Service

Payment Processing, Returns & Account Adjustments

Customer Issue Resolution & Escalation Handling

Debt Resolution & Repayment Support

Relationship Building & Client Retention

Call Center & Inbound Sales Operations

Cash Handling & Bank Deposits

Scheduling, Staffing & Team Training

Retail & Store Operations Management

Administrative & Documentation Support

Professional Experience

Holding Store Manager

Family Dollar – Elko, NV

April 2019 – September 2020

Staffed, onboarded, and trained employees for all store positions, ensuring teams met performance and customer service standards.

Led district-level store revamp initiatives, stabilizing underperforming locations by rebuilding teams, retraining staff, and reinforcing accountability.

Implemented updated training standards and operational processes to improve productivity, organization, and customer experience.

Reorganized sales floor and back-of-house operations to ensure cleanliness, efficiency, and compliance with company standards.

Created and managed employee schedules to ensure proper coverage.

Oversaw daily, weekly, monthly, and annual operational paperwork and reporting.

Managed cash handling procedures, including money management and daily bank deposits.

Supported inventory flow by unloading trucks, stocking shelves, and maintaining store readiness.

Assistant Store Manager

AutoZone – Elko, NV

June 2017 – April 2019

Assisted customers with ordering automotive parts and identifying vehicle-related issues.

Managed daily paperwork, scheduling, cash handling, and bank deposits.

Supported store leadership in maintaining operational standards and customer satisfaction.

Delivered consistent service in a fast-paced retail environment.

Education

Associate of Arts – Business Management

University of Phoenix – Phoenix, AZ

GED – General Studies

Spearfish High School – Rapid City, SD

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