1. CARLTON B. MARSHALL
6917 S. DAMEN CHICAGO, IL 60636
(312) 316-6146 ▪ carltonmarshall@rocketmail.com
Professional Summary
I am a Customer Service Professional with demonstrated drive, determination and diligence. Over the last 10 years
my focus has been operational excellence while delivering exceptional service to clients.
Key Skills
 Proficient in Microsoft Office software
 Highly effective oral and written communicator
 Proven multi-tasking ability
 Deadline-oriented
 CRM systems experience
 Extensive training in resolving
complex customer issues
 Exceptional time management
skills
 Ability to type 45 WPM
Education
University of Illinois (Champaign-Urbana)
May 2008 ▪ Bachelor of Science-Sociology
 C.G.P.A: 3.23/4.0
Experience
CUSTOMER CONSULTANT/TEAM LEAD ▪ 10/2008 - PRESENT
AT&T ▪ 2401 W GRACE ST. CHICAGO, IL
Team Lead:
 Supervised 15 associates in all daily aspects of call center operations.
 Led group training sessions on all company policies and new procedures.
 Provided coaching, development and feedback for associates including formal corrective action plans.
 Established sales scripts to increase team’s sales effectiveness.
 Monitored and evaluated calls to ensure the quality of customer service.
 Created team contests to improve performance and winning culture.
 Maintained accurate coaching logs to document associates performance, successes, and identify areas
of opportunity.
 Motivated team by celebrating success and improvement of associates.
 Resolved escalated customer issues.
Sales & Service Rep:
 Handled inbound calls from existing and prospective customers.
 Processed orders for telephone, internet, cable and wireless service.
 Met and exceeded sales goals and objectives using in depth product knowledge.
 Provided follow up assistance in response to incoming correspondence and faxes from customers.
 Honed multi-tasking skills to reduce average handling time on each contact.
 Utilized available resources to provide one call resolution of customer’s issues
GUEST SERVICES ASSISTANT MANAGER ▪ 01/2005 – 05/2008
HOLIDAY INN EXPRESS ▪ 1003 W. KILLARNEY ST. URBANA, IL
 Responsible for assisting guests upon arrival
 Managed cash drawer and deposits
 Assisted with meeting and residential room sales
 Provided exceptional quality service to guests and callers
 Analyzed hotel data and availability
References
Available upon request