Cecilia Marshall
Pompano Beach
Summary
Over 6 years of experience as a customer service representative in the customer service field. Dedicated professional with history of meeting company goals and a great reputation for resolving problems improving customer satisfaction. Consistently utilizing my skills throughout my career helped working under pressure and adapt to new challenges.
Overview
8
8
years of professional experience
Work History
Customer Service Advocate
Convey Health Solutions
Miramar
07.2021 - 09.2024
- Assisted with large call volume with positive attitude.
- Addressed customer concerns.
- Demonstrated empathy while resolving problems.
- Supporting colleagues by taking on proper escalations.
- Used systems such as Availity, CollabrateMD, and ECW
- Performed follow-up procedures after customer service interaction was completed.
Customer Service Representative
SITEL
Pompano Beach
12.2019 - 07.2021
- Answered calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with strategies focused on addressing customer needs and concerns.
- Build rapport with customers.
- Input notes into system to keep track of customer data.
Technical Support Representative
Teleperformance
North Lauderdale
07.2016 - 12.2019
- Assisted customers with identifying issues and explained solutions to restore service functionally.
- Documented transactions and support for future reference and addition to knowledge base.
- Used screenshare with customer consent to assist with troubleshooting.
Education
Associates of Arts -
Broward College
Davie, FL01.2024
Diploma -
West Park High School
West Park, FL01.2015
Skills
- Leadership
- Data Analysis
- Salesforce
- Technical Support
- Detail Oriented
- Call Volume and Metrics
- Customer Retention
- 40 WPM
- Microsoft Office
- Data entry
Timeline
Customer Service Advocate
Convey Health Solutions
07.2021 - 09.2024
Customer Service Representative
SITEL
12.2019 - 07.2021
Technical Support Representative
Teleperformance
07.2016 - 12.2019
Associates of Arts -
Broward College
Diploma -
West Park High School
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