Bianca Marshall
Customer Service Representative
St. Petersburg,FL
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Intouchcx Inc
09.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Childcare Counselor
R'Club Child Care
08.2018 - 09.2021
- Led group activities that promoted teamwork, cooperation, and problem-solving skills among children.
- Designed and administered lesson plans and activities to foster child engagement.
- Encouraged and modeled positive interactions and notified parents of behavioral issues.
- Documented children's growth and development.
- Provided emotional support and guidance to children during difficult times.
Childcare Counselor
YMCA Of The Suncoast
02.2016 - 09.2017
- Assisted in training new staff members on best practices in child development and behavior management techniques.
- Maintained group discipline through positive reinforcement, behavior modeling, and collaboration with parents.
- Led group activities that promoted teamwork, cooperation, and problem-solving skills among children.
- Developed age-appropriate activities and crafts to engage children.
- Promoted a safe and nurturing environment for all children, leading to increased parental satisfaction.
Office Assistant
Metalfronts Inc.
Largo, FL
04.2015 - 07.2015
- Entered numerical data into databases in a timely and accurate manner.
- Scanned documentation and entered into the database.
- Obtained scanned records and uploaded them into the database.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Organized forms, made photocopies, filed records and prepared correspondence and reports.
- Added new material to file records and created new records.
- Reviewed and updated client correspondence files and scheduling database.
- Outlined the appropriate process and procedures necessary to fulfill and complete inquiries.
- Compiled quarterly budget reports, financial spreadsheets and organizational charts to improve office organization.
- Assisted with receptionist duties, file organization and research and development.
- Recorded and filed employee benefit, salary and annual evaluation information.
Education
High School Diploma -
Largo High School
Largo, FL 08.2005 - 06.2009
No Degree -
St. Petersburg College
Clearwater, FLSkills
Child development
Teamwork and collaboration
Time management
Multitasking Abilities
Excellent communication
Customer service
Critical thinking
Active listening
Data entry
Call center experience
MS office applications
Timeline
Customer Service Representative
Intouchcx Inc
09.2021 - Current
Childcare Counselor
R'Club Child Care
08.2018 - 09.2021
Childcare Counselor
YMCA Of The Suncoast
02.2016 - 09.2017
Office Assistant
Metalfronts Inc.
04.2015 - 07.2015
High School Diploma -
Largo High School
08.2005 - 06.2009
No Degree -
St. Petersburg College
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