Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Marlene Sellers

LOS ALAMITOS

Summary

Professional in customer care, delivering exceptional service through effective communication and problem-solving abilities. Adept at resolving conflicts, enhancing customer experiences, and fostering strong client relationships. Collaborative team player known for reliability and adaptability, consistently achieving positive outcomes through teamwork and perseverance.

Overview

20
20
years of professional experience

Work History

NATIONAL CUSTOMER CARE PROFESSIONAL

ODP BUSINESS SOLUTIONS
10.2021 - Current
  • Utilized CRM software proficiently to track customer interactions accurately, ensuring seamless handover of cases between team members when necessary.
  • Surpassed performance metrics in key areas such as average handle time, quality assurance scores, and resolved cases per day.
  • Conducted proactive outreach to customers with outstanding issues, working diligently to resolve their concerns in a timely manner.
  • Handled escalated calls with professionalism and diplomacy, working towards resolutions that satisfied both customers and the company's interests.
  • Served as a reliable resource for colleagues by readily offering assistance and support when needed, demonstrating strong teamwork skills.
  • Provided excellent support to customers, troubleshooting technical issues and guiding them through resolution steps.
  • Managed high-stress situations calmly and effectively, diffusing tense interactions between customers and staff members when needed.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Navigated multiple computer systems and applications to find information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved accounting, service and delivery concerns.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Sought ways to improve processes and services provided.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Collaborated with team members to improve overall performance, sharing best practices and pooling resources for optimal results.

CUSTOMER SERVICE/Operations Manager

BDS NATURAL PRODUCTS
08.2005 - 01.2020
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
  • Coordinated with product development team to address frequent customer issues.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Education

High School Diploma -

David Starr Jordan
Long Beach, CA

Skills

  • Customer service excellence
  • Complaint handling
  • Multitasking and organization
  • Inbound customer service
  • Problem resolution
  • Email communication
  • Product knowledge
  • Order processing
  • Payment processing
  • Punctuality and reliability
  • Problem-solving skills

Interests

  • Outdoor Recreation
  • Volunteer Work
  • Animal Care
  • Animal Welfare Advocacy

Timeline

NATIONAL CUSTOMER CARE PROFESSIONAL

ODP BUSINESS SOLUTIONS
10.2021 - Current

CUSTOMER SERVICE/Operations Manager

BDS NATURAL PRODUCTS
08.2005 - 01.2020

High School Diploma -

David Starr Jordan

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Marlene Sellers