Alisha Marshall
Charlotte,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Conduent
Louisville, KY
09.2023 - 01.2024
- Investigated and resolved accounting, service and delivery concerns.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Consult with Humana Members about enrolling
- Billing
- Provided primary customer support to internal and external customers.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained up-to-date knowledge of product and service changes.
- Updated account information to maintain customer records.
- Developed and updated databases to handle customer data.
Customer Service Consultant
Founder
Augusta, GA
08.2022 - 06.2023
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Sought ways to improve processes and services provided.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced team communication through regular briefings, fostering a more cohesive working environment for better productivity levels.
- Met customer call guidelines for service levels, handle time and productivity.
- Processed customer service orders promptly to increase customer satisfaction.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased client retention through exceptional service and timely solutions to issues.
- Implemented and developed customer service training processes.
- Responded to customer requests for products, services, and company information.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Provided primary customer support to internal and external customers.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Payments and Billing
- Cancelling and review car insurance policies
Collections Specialist
CCI
Augusta,GA
06.2016 - 04.2019
- Prepared and submitted legal documents to initiate court proceedings.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Quantified debtor balances to avoid late payments and bad credit.
- Responded to customer inquiries and provided detailed account information.
- Established relationships with customers to encourage payment of delinquent accounts.
- Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection efforts.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Collaborated with cross-functional teams to identify potential at-risk accounts and develop preventative measures.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained accurate records of customer accounts, payments and payment plans.
- Investigated customer credit references and approved credit lines.
- Maintained knowledge of industry best practices, attending conferences and workshops regularly to stay current on emerging trends within the field of debt recovery.
- Worked with customer to create debt repayment plan based on current financial condition.
- Developed customized reports for management, tracking key performance indicators related to collections efforts and results obtained.
- Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
- Processed payments and applied to customer balances.
- Provided exceptional customer service skills
Education
Diploma - Business Administration
Augusta Technical College
Augusta, GA06.2016
GED -
Southeastern Technical College
Vidalia, GA05.2013
Skills
- Appointment Scheduling
- Product Knowledge
- Data Entry
- Report Generation
- Attention to Detail
- Microsoft Office suite
- Active Listening
- Proficient Administrative Skills
- Exceptional Customer Service Skills
- Great Communcation Skills
Volunteer
I am a parent volunteer for Head Start,INC. I have been a parent volunteer since August 2017. I perform clercial-Assessment duties and teaches other parents new skills. Assist family Advocate as needed to invite other parents to special events. I also maintain a seat on the Parent Advisory Committee as President. Help review policies and procedures including areas such as Health/Nutrition,Human Recourses, Self-Assessment,Social Services and Education and other programs.
Timeline
Customer Service Representative
Conduent
09.2023 - 01.2024
Customer Service Consultant
Founder
08.2022 - 06.2023
Collections Specialist
CCI
06.2016 - 04.2019
Diploma - Business Administration
Augusta Technical College
GED -
Southeastern Technical College