Mallory Mallett
Ellenwood
Summary
Dynamic professional with a proven track record in customer service and staff management, honed at Hertz Rental Car Center and other leading organizations. Excelled in enhancing customer satisfaction and team productivity through effective training, problem resolution, and relationship building. Skilled in MS Office and public speaking, adept at fostering positive customer relationships and driving results through exceptional communication and planning.
Overview
5
5
years of professional experience
Work History
Customer Care Representative
Hertz Rental Car Center
06.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Assisted in the development of internal processes aimed at enhancing overall team productivity levels within the call center environment.
- Network with various departments to create strategies that best benefits the customer
- Liaison between customers and off-site vendors
- Used listening skills and problem solving methods to create welcoming environment for customers
Supervisor
Hennes & Maurtiz
01.2020 - 05.2023
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Maintained compliance with company policies, objectives, and communication goals.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Southern Ambassador
Georgia Southern University
05.2019 - 08.2021
- Promoted good relations and premier satisfaction by demonstrating friendly demeanor to incoming students with a can-do attitude.
- Served as organization ambassador at various charity events, promoting mission and values.
- Represented organization at professional conferences, delivering engaging presentations to diverse audiences.
- Guided and mentored new students with moving in and settling in to campus life
- Advised students and families on necessary steps for correctly completing financial aid and admission.
- Built personal relationships with guests to promote positive experiences.
- Adapted to unexpected schedule changes by being flexible and adjusting itineraries to keep tours moving smoothly.
- Communicated professionally with potential students, answering questions and addressing concerns to boost satisfaction.
- Ensured timely departures and arrivals by strictly adhering to schedules while remaining flexible enough to accommodate unforeseen circumstances or special requests from guests.
- Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
Education
Bachelor of Science - Nursing
Georgia State University
Atlanta, GA12.2025
Skills
- Customer Service
- MS Office
- Staff Management
- Training and mentoring
- 55 wpm Typing Speed
- Problem Resolution
- Customer Relationship Management
- Public Speaking
- Exceptional communication
- Customer Focus
- Planning and Organization
- Relationship Building
Timeline
Customer Care Representative
Hertz Rental Car Center
06.2023 - Current
Supervisor
Hennes & Maurtiz
01.2020 - 05.2023
Southern Ambassador
Georgia Southern University
05.2019 - 08.2021
Bachelor of Science - Nursing
Georgia State University
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