Marlo Lutz

Hours per week: 40

Recovery specialist - Enterprise Mobility - Fayetteville, NC

(2023-01)

Hours per week: 40

• Account Recovery, Collections Management, Debt Collection, Payment Negotiation
• Skip Tracing, Account Reconciliation, Delinquent Account Management, Customer Account Resolution
• Financial Record Review, Payment Plan Administration, Claims Recovery, Compliance with Federal and State Regulations
• Documentation and Record Keeping, Case Management, Conflict Resolution, Negotiation
• Microsoft Office Suite, CRM and Collections Software, Written and Verbal Communication, Confidential Information Handling

CSR - Farm Bureau Mutual Insurance - Fayetteville, NC

(2018-01 - 2023-01)

Hours per week: 40

• Insurance policy knowledge, Auto claims processing, Claims investigation, Claims documentation
• Policy review and verification, Risk assessment, Coverage explanation, Insurance regulations compliance
• Customer relationship management, Conflict resolution, Active listening, Complaint resolution, Professional communication, Client support
• Data entry, Documentation management, Record keeping
• Microsoft Office (Word, Excel, Outlook), CRM software, Accurate file management
• Critical thinking, Attention to detail, Time management, Multitasking, Decision-making, Organization

Assistant manager - Cato - Spring Lake, NC

(2015-09 - 2018-03)

Hours per week: 40

• Team leadership, Staff supervision, Employee training and onboarding, Coaching and mentoring, Scheduling and shift management
• Performance management, Delegation, Conflict resolution
• Customer service excellence, Sales strategy, Upselling and cross-selling
• Building customer relationships, Complaint resolution, Achieving sales targets, Client retention
• Store opening and closing procedures, Daily store operations, Visual merchandising
• Merchandising standards, Inventory management, Stock replenishment, Inventory audits and cycle counts, Loss prevention, Store presentation and cleanliness
• Cash handling and reconciliation, Point-of-sale (POS) systems, End-of-day reporting, Budget awareness, Sales reporting, Microsoft Office (Word, Excel, Outlook)
• Strong communication, Team collaboration, Time management, Organization, Problem-solving, Decision-making, Attention to detail, Adaptability, Multitasking, Reliability

Sales Associate - Cracker Barrel - Fayetteville, NC

(2014-09 - 2016-09)

Hours per week: 30

• Customer relationship building
• Conflict resolution
• Active listening
• Complaint handling
• Upselling and cross-selling
• Product knowledge
• Merchandising
• Visual merchandising
• Meeting sales goals
• Cash register (POS) operation
• Cash handling and balancing
• Credit/debit transactions
• Returns and exchanges
• Accurate transaction processing
• Stocking shelves
• Inventory counts
• Restocking merchandise
• Receiving shipments
• Multitasking
• Attention to detail
• Problem-solving
• Reliability
• Adaptability
• Fast learner
• Dependability
• Store opening and closing procedures
• Maintaining store cleanliness
• Loss prevention awareness
• Safety compliance
• Order fulfillment
• Packing and labeling
• Point-of-sale (POS) systems
• Basic computer skills
• Microsoft Office (Word, Excel)

High school diploma or equivalent - Grays Creek High School (2014-01) Hope Mills, NC