Marcus Washington
North Las Vegas,NV
Summary
With a proven track record at Amazon, I excel in healthcare and cross-cultural communication, showcasing flexibility and cultural sensitivity. My experience spans from enhancing health promotion to resolving complex customer inquiries, achieving significant customer satisfaction improvements. Skilled in both patient care and effective dispute resolution, I bring a dynamic skill set to any team.
Overview
21
21
years of professional experience
Work History
COVID-19 Contact Tracer
Amazon
North Las Vegas, NV
09.2021 - 07.2023
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
- Notified and interviewed individuals to ascertain novel coronavirus exposure level.
- Lent daily assessment of health screen and symptom data.
Claims Adjudicator
Unemployment Office
North Las Vegas, NV
11.2020 - 08.2021
- Investigated high volume of unemployment claims to determine validity and eligibility.
- Executed claims processing, while generating increased revenue.
- Collaborated with claims department and industry anti-fraud organizations to resolve claims.
- Reviewed and analyzed suspicious and potentially fraudulent unemployment claims.
Uber Driver
PSSWH
Orlando, FL
09.2016 - 08.2021
- Upheld high standards of professionalism and discretion when working with high-value clients
- Assessed vehicle after each shift for damage and kept it properly cleaned and maintained
- Ensured that goods and products were delivered to the customer on time and in excellent condition.
Customer Service Representative
Sitel
North Las Vegas, NV
09.2020 - 11.2020
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
Pharmacy Technician
Walgreens
Winter Park, FL
12.2019 - 07.2020
- Resolved customer issues and answered questions to deliver positive customer experience
- Processing and refilling medications for customers in a Call Center environment.
Customer Service Representative
TeleTech Holdings Inc
Orlando, FL
03.2019 - 11.2019
- Experienced customer service representative with a very personable and friendly attitude always willing to go above and beyond to make customers happy
- Meticulous, resilient and flexible in handling diverse issues and putting the customer first.
Collections Representative
AT&T Inc
Winter Park, FL
08.2016 - 06.2017
- Resolved challenging situations with friendly but firm strategies.
- Negotiated to collect balance in full.
- Processed payments and contracts on accounts.
- Maintained high volume of calls and met demands of busy and productive group.
Peer Support Case Manager
Tree Of Life Ministries
Orlando, FL
08.2010 - 06.2016
- The Tree of Life -, , 32808, FL Secured housing, medical care and employment for veterans by working with Orange Blossom Trail Health Clinic and Supportive Services for
- Veteran Families
- Interviewed and evaluated clients, including conducting safety and risk assessments.
- Maintained regular contact with veterans, including visiting veterans' homes
- Obtained and supplied information to Center for Drug Free Living and Transition House to provide best possible guidance to veterans
- Solicited advice and guidance from senior personnel and other experts when difficult or atypical situations developed
- Coordinated patient care from pre-admission to post-discharge follow-up.
Collector
Ford Motor Credit
Las Vegas, NV
06.2002 - 07.2006
- Gathered and verified all required customer information for tracking purposes
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched and resolved customer service issues
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Referred unresolved customer grievances to designated departments for further investigation
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Managed high call volume with tact and professionalism.
Personal Care Assistant
Bamna Home Health Care
Las Vegas, NV
04.2003 - 01.2006
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease, and muscular dystrophy
- Reported any unusual circumstances in the patients' condition or environment
- Performed direct patient care aimed at increasing comfort, psycho, social and spiritual well-being by providing assistance with personal hygiene, physical comfort, nutrition, elimination, prevention of skin breakdown, rehabilitation and safety
- Changed sterile dressings
- Assisted patients with bathing, oral hygiene, grooming, feeding and elimination.
Williams Sonoma
Las Vegas, NV
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Directed calls to appropriate individuals and departments.
Education
Associate of Arts - Psychology
Argosy University
Orange, CA06-2015
Skills
- Healthcare
- Flexibility
- Cultural sensitivity
- Training experience
- Health promotion
- Cross-cultural communication
Timeline
COVID-19 Contact Tracer
Amazon
09.2021 - 07.2023
Claims Adjudicator
Unemployment Office
11.2020 - 08.2021
Customer Service Representative
Sitel
09.2020 - 11.2020
Pharmacy Technician
Walgreens
12.2019 - 07.2020
Customer Service Representative
TeleTech Holdings Inc
03.2019 - 11.2019
Uber Driver
PSSWH
09.2016 - 08.2021
Collections Representative
AT&T Inc
08.2016 - 06.2017
Peer Support Case Manager
Tree Of Life Ministries
08.2010 - 06.2016
Personal Care Assistant
Bamna Home Health Care
04.2003 - 01.2006
Collector
Ford Motor Credit
06.2002 - 07.2006
Williams Sonoma
Associate of Arts - Psychology
Argosy University
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