Cecilia Marshall
West Des Moines,IA
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 and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Preneed Life Customer Service
Global Technical Talent
Portsmouth, NH
03.2022 - 05.2022
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Resolved Claim issues over phone with 50+ customers daily.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Customer Service Representative
A Line Express
West Des Moines, IA
05.2021 - 11.2021
- Customer service representative for Iowa Total Care.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Service Representative
Aerotek
West Des Moines, IA
08.2018 - 04.2021
- Infosys -May 2019-April 2021 inbound 30-50 calls Life Insurance and Annuities, processing and mailing.
- Telligen -Jan 2019-May 2019 50+ outbound calls health coaching programs.
- Select Physical Therapy -August 2018-January 2019 front desk, scheduled appointments verified health insurance and process payments.
- Wells Fargo-May-2015-September 2015 -inbound customer Service Home Mortgage.
Outbound Customer Service Representative
Wells Fargo Home Mortgage
West Des Moines, IA
05.2015 - 05.2018
- Helped customers succeed in their financial goals.
- Welcome calls for new and refinance mortgage
- Took escalation calls as senor representative.
Certified Nurse Assistant
Deerfield Retirement
Des Moines, IA
11.2013 - 02.2015
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
Education
High School Diploma -
East High School
Des Moines, IA05.2000
Skills
- Verbal and Written Communication
- Responding to Difficult Customers
- Multitasking and Prioritization
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- LiveChat Messaging
- Inbound and Outbound Calling
- Document and Records Management
- De-escalation Techniques
Timeline
Preneed Life Customer Service
Global Technical Talent
03.2022 - 05.2022
Customer Service Representative
A Line Express
05.2021 - 11.2021
Customer Service Representative
Aerotek
08.2018 - 04.2021
Outbound Customer Service Representative
Wells Fargo Home Mortgage
05.2015 - 05.2018
Certified Nurse Assistant
Deerfield Retirement
11.2013 - 02.2015
High School Diploma -
East High School
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