ALANNA MARSHALL
Watertown,NY
Summary
Customer-focused Customer Service Representative with experience supporting high-volume inbound and outbound customer interactions in fast-paced remote and hybrid environments. Skilled in customer assistance, reservation support, conflict resolution, technical troubleshooting, dispatch coordination, documentation, and problem-solving. Strong ability to multitask, communicate professionally, and support daily operations while maintaining accuracy and safety-focused procedures.
Overview
5
5
years of professional experience
Work History
Customer Support Specialist
Teleperformance
Remote
08.2024 - 05.2025
- Resolved customer inquiries through phone, chat, and email channels efficiently.
- Documented customer interactions in CRM for tracking and future reference.
- Supported customers with troubleshooting, account assistance, and service-related concerns while meeting performance expectations.
Customer Support Specialist
Arise Virtual Solutions Inc.
Remote
01.2021 - 04.2024
- .Utilized Slack and Salesforce software messaging service to connect with different departments' confirmation or authorization to proceed with higher resolution tactics for customers as required.
- Delivered high-volume customer service support through phone, chat, and email while maintaining professionalism, efficiency, and strong customer satisfaction ratings.
- Maintained accurate customer records, processed service requests, and documented escalation procedures within CRM systems.
Customer Experience Specialist
ModivCare
05.2023 - 09.2023
- Lead in critical protocols and scripts to document conversations to ensure consistency of support via scheduling, modifying, and canceling customer reservations and account details.
- Provided customer support to departmental grievances via their benefits policy while enhancing customers satisfaction with proactive corrections.
- Use of internal and external resources as well as outreaching to members, facilities, clients, and other parties.
- Remote
Customer Experience Specialist
PureTalk USA
06.2020 - 01.2021
- Sought out technical and escalation training opportunities to enhance customer relationship management abilities and further boost NPS scores.
- Responded to and resolved escalated support requests from end users via DebitTelrite and Puretalk user ticketing system.
- Use of navigational support tools to resolve user problems, using test scripts, online research and virtual tools during live calls or use of email via informative follow-ups.
- Hybrid
Skills
- Customer Success & Grievance resolution
- Dispatch Coordination
- Reservation Management
- Rental Transactions
- Equipment Support
- Safety Procedures
- Fast-Paced Environment
- Point-of-Sale (POS)
- CRM & Salesforce lightning
- Technical Troubleshooting
- Help Desk End-User Support
- POS systems expert
Accomplishments
- Promoted to Escalations Department
- Promoted to Technical Department
- Averaged up to 110 calls a day
- NPS Score averaged 93% or better
- Cases closed and resolved 98%
- Averaged up to 70 chats a day
Timeline
Customer Support Specialist
Teleperformance
08.2024 - 05.2025
Customer Experience Specialist
ModivCare
05.2023 - 09.2023
Customer Support Specialist
Arise Virtual Solutions Inc.
01.2021 - 04.2024
Customer Experience Specialist
PureTalk USA
06.2020 - 01.2021