Marla Harmon
Atlanta
Summary
I’m a diligent worker with extensive experience in computer and computer applications, including Microsoft Word, Excel, and PowerPoint.
Skilled Retention Agent with background in customer service and sales. Experience includes reducing customer attrition rates, developing customer loyalty programs, and improving overall client satisfaction. Strengths encompass strong negotiation skills, conflict resolution abilities and deep understanding of customer relationship management tools. Previously made significant impact by enhancing customer retention strategies, resulting in increased client engagement levels and improved business reputation.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Retention Agent
AT&T Mobility
Atlanta
01.2026 - Current
- Assisted customers in resolving service issues and billing inquiries.
- Educated customers about plans, features, and promotions to enhance satisfaction.
- Collaborated with team members to identify retention strategies for at-risk accounts.
- Identified needs of customers promptly and efficiently.
- Preserved accounts from being canceled
Account Associate
VXI Global Solutions
Morrow
06.2025 - 12.2025
- Managed client accounts to ensure timely communication and service delivery.
- Collaborated with cross-functional teams to streamline account management processes.
- Assisted clients with inquiries and resolved issues efficiently and effectively.
- Answered clients’ inquiries about their food stamp balances, deposit dates, and fraud activity research and case creation.
Customer Service Representative
Delta Air Lines, Inc
Atlanta
05.2022 - 06.2025
- Assisted customers with flight inquiries and reservation changes.
- Resolved customer complaints through effective communication and problem-solving.
- Educated passengers on travel policies and procedures for a smooth experience.
- Answered customer complaints regarding flight experiences.
Mobile Expert
T-Mobile
Atlanta
10.2018 - 05.2020
- Sales, returns, cash handling
- Educated customers on product features and functionality.
- Assisted customers with mobile device selection and service plans.
Fulfillment Specialist
Macy's
Atlanta
02.2007 - 10.2019
- My job involves finding merchandise that customers order and packing it for shipment. My working hours are from 6 am to 10 am.
- Managed inventory levels to ensure product availability for customer orders.
- Coordinated order fulfillment processes to meet daily shipping deadlines.
- Operated warehouse equipment for efficient movement of merchandise.
- Collaborated with team members on high-volume order processing tasks.
- Maintained accurate records of shipments and inventory transactions.
- Resolved customer inquiries related to order status and delivery issues.
- Implemented best practices for packing and shipping operations to enhance efficiency.
Customer Service Rep
NexusOP
02.2016 - 03.2016
- Answering customer calls, resolving issues, and processing payments on accounts.
Server/Hostess
Kobe Steaks Japanese Restaurant
Atlanta
04.2011 - 05.2014
- Greeting guest in a friendly manner as well as seating guests. Providing outstanding customer service, taking orders and delivering food in a fast pace restaurant
Administrative Assistant
Michael Woods Realty
Atlanta
05.2002 - 01.2007
- Answering multi-line phones, managing rent payments, printing and faxing leases, and working with computers and computer applications (Microsoft Word, PowerPoint, and Excel).
- Managed office correspondence and communication with clients and vendors.
- Scheduled appointments and coordinated property showings for agents.
Education
Diploma - College Preparatory
North Atlanta High School
Atlanta, GAAssociate - Political Science
Atlanta Metropolitan College
Skills
- Computer Applications
- Host/Hostess
- Serving Experience
- Legal Research
- Writing Skills
- Fundraising
- Customer retention
- Billing resolution
- Account management
- Customer relationship management
- Team collaboration
- Issue resolution
- Order fulfillment
- Communication skills
- Problem solving
- Attention to detail
- Time management
- Product knowledge
- Churn analysis
- Call center experience
- Script adherence
- De-escalation techniques
- CRM software proficiency
- Cross-selling techniques
- Customer satisfaction measurement
- Documentation
- Documentation skills
- Data review
- Contract negotiation
- Human resources support
Certification
Driver's License
Groups
TRAVEL AND TOURISM
Languages
English, Expert
Assessments
- Cognitive Ability, Proficient, 10/01/19
- Attention to Detail, Proficient, 10/01/19
- Work Style: Reliability, Proficient, 10/01/19
- Customer Focus & Orientation, Highly Proficient, 02/01/20
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Retention Agent
AT&T Mobility
01.2026 - Current
Account Associate
VXI Global Solutions
06.2025 - 12.2025
Customer Service Representative
Delta Air Lines, Inc
05.2022 - 06.2025
Mobile Expert
T-Mobile
10.2018 - 05.2020
Customer Service Rep
NexusOP
02.2016 - 03.2016
Server/Hostess
Kobe Steaks Japanese Restaurant
04.2011 - 05.2014
Fulfillment Specialist
Macy's
02.2007 - 10.2019
Administrative Assistant
Michael Woods Realty
05.2002 - 01.2007
Diploma - College Preparatory
North Atlanta High School
Associate - Political Science
Atlanta Metropolitan College