Marica Fubler
Warwick
Summary
Dynamic customer service professional with a proven track record at world renowned establishments, excelling in resolving complex inquiries and enhancing customer satisfaction. Skilled in data entry and adept at analyzing market trends, I leverage strong communication and problem-solving abilities to drive operational success and foster lasting client relationships.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Agent
FedEx Express
03.2025 - Current
- Answer call center customer inquiries on service features, delivery and pick-up operational procedures, payment processes, ensuring maximum sensitivity and responsiveness to customer needs, issues, and requirements
- Provide current shipment information and basic follow-up activity available in computer systems
- Initiates pick-up, delivery, shipment research, rate quotes, and exception requests
- Assists and/or resolve customer complaints
- Provides customer service using FedEx phraseology proactively to produce 100% customer satisfaction at the end of every transaction
- Comply with all applicable laws/regulations, as well as company policies/procedures
- Liaison between customers & service centers in order to resolve operational issues
- Perform other duties as required
Buyer's Assistant
Hornburg Calypso
07.2024 - 03.2025
- Attend trade shows, research suppliers, identify new products/materials, and select range.
- Secure best prices, terms, and delivery schedules with suppliers.
- Analyse sales data, consumer patterns, and market trends to forecast needs and manage stock levels.Build strong relationships, monitor performance, and manage contracts.
- Work with teams to ensure products meet quality and ethical standards.
- Manage purchasing budgets and track sales performance.
- Liaise with marketing, e-commerce, and production teams.
- Present buying plans and reports to senior management.
- Overseeing daily tasks, maintaining store appearance, ensuring product availability, and managing visual merchandising.
- Handling complaints, resolving issues and ensuring high satisfying levels.
- Daily cash reconciliation and closing of registers.
- Monitoring stock, ordering products and managing merchandise presentation.
Supervisor
Collector's Hill Apothecary
01.2024 - 07.2024
- Manage all aspects of the assigned departments day-to-day retail operations including customer service, purchasing, selling, training, scheduling, receiving, merchandising, housekeeping, and data entry.
- Achieve store sales, margin and inventory, wage costs and profitability targets.
- Oversee general inventory management including the security of property and stock, monitoring the receiving, and inventory levels and ensuring shelves are properly and neatly stocked and merchandised.
- Maintain a professional and supportive image among subordinates, supervisors and management.
- Develop positive and professional relationships with all local and foreign store suppliers and promote and ensure we portray a positive public image within the community.
- Resolve customer complaints in a timely and professional manner and delegate tasks to Associates in order to achieve overall customer satisfaction.
- Work with the HR Manager to recruit, hire and train positive, enthusiastic employees.
- Ensure stock and general access areas are clean and satisfactory general housekeeping standards are met.
- Ensure bank deposits and float preparation is completed daily and supervise all the operations of the till to ensure that cash and transactions balance at the end of the day.
- Any other duties appropriate to the responsibilities of this role as directed by the General Manager.
Customer Service Representative
DHL Express Bermuda
07.2022 - 01.2024
- Handle and maintain daily ServicePoint operations, including queue management, drop-off shipment and collection handling, shipment check, payment collection, etc.
- Handle enquiries of walk-in customers and provide quality customer services to win Happy customers with high satisfaction and loyalty
- Generate revenue through upselling and cross-selling of cash shipment and, value-added services or referrals to appropriate sales teams
- Introduce sales promotional programs to walk-in customers or through calls when needed
- Perform general clerical support such as data entry, reporting etc.
- Support ad-hoc projects or tasks assigned by superior
Merchandise Cashier
Marketplace Ltd.
06.2021 - 03.2022
- Processed customer transactions efficiently using point-of-sale systems.
- Assisted customers with product inquiries and provided exceptional service.
- Maintained accurate cash drawer and conducted end-of-day reconciliations.
- Ensure that store/shelves are stocked with the right types and quantities of products; maintain store shelves by removing dated or damaged products.
- Monitor store inventory based on sales and intake and advise management of shortages
- Complies with all health and safety regulations and store policies
- Any other related tasks requested by Management.
Temp Worker
DHL Express
06.2020 - 01.2021
- Assist with preparing accurate customs documentation, including declarations and invoices, to ensure compliance with regulations.
- Coordinate with customs authorities to resolve inquiries and provide support for shipment clearance processes.
- Monitor the status of shipments and assist with communicating progress to customers.
- Support strategies to minimize clearance delays and focusing on shipments.
- Maintain knowledge of regulations and update procedures accordingly.
- Assist with audits and inspections related to customs clearance.
Watch Repair Clerk
Astwood Dickinson Ltd
06.2016 - 2020
- Greeted customers and provided exceptional, personalized service to understand needs and preferences.
- Advised clients on jewelry styles, materials, and designs, effectively guiding purchasing decisions.
- Built and maintained strong client relationships, fostering repeat business and loyalty.
- Work closely with couriers in order to ensure the correct documentation was provided for shipping and clearance.
- Liaise with Watch Service Centers on repairs needed for each timepiece.
- Generate quotes/estimates for services provided by Service Centers.
- Maintain a Log Book of all timepieces sent and returned for repairs.
- Resolved customer issues and complaints positively, ensuring satisfaction.
Education
High School Diploma -
The Berkeley Institute
23 Berkeley Hill, PembrokeSkills
- Customer-oriented with strong business acumen and influencing skills
- Excellent communication, analytical and problem solving skills
- Excellent written and verbal communication skills
- Proficient PC skills
- Understanding shipping procedures carrier requirements, and supply chain basic
- Data entry and time keeping
Certification
- Leonard Zell Jewelry Specialist Training
- Rosewood Tucker's Point Intuitive Service
- International Retail Service Agent - FedEx Express
- Dangerous Goods - DHL Express
- Micros POS System
- Microsoft Applications
Timeline
Service Agent
FedEx Express
03.2025 - Current
Buyer's Assistant
Hornburg Calypso
07.2024 - 03.2025
Supervisor
Collector's Hill Apothecary
01.2024 - 07.2024
Customer Service Representative
DHL Express Bermuda
07.2022 - 01.2024
Merchandise Cashier
Marketplace Ltd.
06.2021 - 03.2022
Temp Worker
DHL Express
06.2020 - 01.2021
Watch Repair Clerk
Astwood Dickinson Ltd
06.2016 - 2020
High School Diploma -
The Berkeley Institute