ELESHIA MALONE
Citi Trends
Pace
12
years of professional experience
Customer service representative handling 40+ inbound billing calls per day, new service orders, and escalated account issues in a call center setting. Supports Oracle and Order Track workflows while managing service for multiple brands and resolving customer problems with clear, calm communication. Recognized for top caller performance and sales results, with a service style that earned world class customer service recognition.
Work History
Assistant Manager
1 Year 7 Months- Supported daily store operations by balancing customer service, sales floor needs, and team coordination.
- Resolved customer questions promptly to maintain a positive experience at the service counter and sales floor.
- Coordinated opening and closing tasks with staff to keep the store organized and ready for business.
- Trained new associates on customer interaction standards, store procedures, and front-line service expectations.
Assistant Manager
1 Year 4 Months- Supported daily store operations by handling customer concerns, assisting with sales, and keeping service flowing.
- Coordinated team coverage during busy periods and helped maintain steady front-end service.
- Balanced cashier support, customer questions, and product lookups to keep transactions moving smoothly.
- Maintained accurate order tracking and followed up on open requests with timely customer communication.
Assistant Manager
2 Years 11 Months- Supported daily store operations by coordinating tasks between staff and maintaining smooth customer service flow.
- Assisted customers with parts selection, product questions, and account concerns in a fast-paced retail setting.
- Reviewed incoming requests and followed up on open items to keep orders moving without unnecessary delays.
- Resolved escalated customer concerns with clear communication and steady problem-solving during busy service periods.
Administrative HR Assistant
3 Years 7 Months- Supported onboarding and administrative HR tasks while maintaining accurate records and timely document updates.
- Managed inbound call support with a professional tone and clear communication during routine and urgent requests.
- Tracked employee cases and followed up on open items to keep requests moving toward resolution.
- Entered order details and employee information into internal systems with attention to accuracy and completeness.
Customer service representative
3 Months- Escalated complex customer inquiries to the appropriate teams while maintaining professional, calm customer support.
- Supported inbound call support for AT&T customer care, answering service questions and documenting account details.
- Used strong communication skills to coordinate with coworkers and deliver consistent service in a busy call center environment.
Customer service representative
7 Months- Earned top caller recognition for three consecutive weeks while supporting customer needs across multiple brands.
- Maintained strong sales performance while supporting customers with product questions and order-related needs.
- Learned Oracle and order tracking to process requests more accurately in a fast-paced call center environment.
- Supported customer inquiry resolution by using the old Doss system to locate account and order details.
- Delivered world-class customer service through clear communication, positive tone, and consistent professionalism.
- Represented Genesco's corporate office for Journeys, Converse, Lids, and Johnston & Murphy with reliable service.
Customer service representative
11 Months- Processed cash register transactions and returns accurately in a busy retail setting.
- Handled money transfers and return requests while following store procedures.
- Applied communication skills to calm customers and support team coordination during escalations.
Education
Diploma
- I was in the book of who's who academic achievement
- Forensic team
Skills
Customer service experience
Communication skills
Call center environment
Customer inquiry resolution
Escalation handling
Billing issue resolution
Order entry processing
Inbound call support
Customer retention support
Oracle order tracking
Sales support
Team coordination
Timeline
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