Chrissie Furtado-Marques
Acushnet,MA
Summary
I am a dedicated customer service professional with extensive experience in sales and service roles, including call center supervision. I am proud of my proven customer satisfaction record through my problem-solving and communication skills. With my expertise in CRM systems, I excel at managing accounts and fostering client engagement and loyalty.
Overview
22
22
years of professional experience
Work History
Customer Service Associate
National Grid
04.2022 - Current
- Ensure the maintenance of accounts to facilitate accurate tracking of usage readings.
- Provided solutions to assist customers in managing collections via payment plans and supplementary resources for high balances.
- Assisted the Advocacy Team with consumers requiring assistance during pop-up events.
- Assist low-income individuals, seniors, and customers with disabilities facing challenges in paying their bills.
- Examine and discuss the details of utility billing and usage, along with providing suggestions for reducing utility expenses.
- Help field technicians generate and assess on-demand work orders.
- Offer support to customers through a new chat platform feature.
- Work involved storm duty, overseeing all outages, gas leaks, and emergency calls from police and fire services.
- Investigate order entry, scheduling, and billing errors, coordinate solutions with the appropriate departments, and follow through to completion.
Waitress
Fireside Bar & Grill
08.2021 - 04.2022
- Strong guest service skills, excellent recall of food orders, and the ability to serve multiple tables simultaneously are essential to becoming a valued waiter.
- Excellent coordination skills with kitchen staff ensure accurate food orders.
- Adhered to allergy guidelines and dietary concerns.
- Ensured compliance with food handling safety regulations.
- Made recommendations for the menu and shared information with the management team.
Field Administrator
Communications Construction Group LLC.
01.2019 - 08.2021
- Offer administrative assistance for various telecommunications construction projects.
- Oversaw the project manager’s scheduling, communications, and various spreadsheets and documents.
- Responsible for scheduling all police details.
- Verify the accuracy and perform quality checks of various payroll, production, and billing information.
- Communicate with the corporate office, customers, and subcontractors to resolve any issues with submitted paperwork.
- Fill out forms in line with company policies and procedures.
- Oversee hiring and billing for police details.
- Respond to phones and emails, along with scheduling and confirming appointments.
- Keep a record of all information in various shared spreadsheets and trackers.
- Maintain accurate records of utility assets, performance data, and financial transactions.
Ambassador Concierge
Starwood/Marriott International
10.2011 - 01.2019
- Played a critical role in enhancing guest experience as the first point of contact.
- Responsible for managing the business travel needs of nearly 200 customers by scheduling weekly accommodation, meeting spaces, catering, and addressing any other requests.
- Worked to create memorable interactions that bring our brands to life.
- Demonstrated excellent coordination skills in arranging airport transportation, hotel stays, restaurant reservations, sightseeing options, and more.
- Ability to persuade clients and upsell travel products.
- Answered questions regarding products, services, billing, and concerns.
- Met and exceeded team goals within the established guidelines.
- Possess the ability to interact with diverse clients.
- Demonstrated personal initiative and problem-solving abilities.
- Effectively achieved a high level of sales in products and services.
Call Center Analyst
Grand Circle Corporation
10.2003 - 11.2010
- Strong ability to read and react to support call volume without hesitation.
- Balanced call volume and abandonment rates across all areas of the call center.
- Experienced in identifying barriers to productivity and creating action plans for customer handling and departmental flow.
- Responsible for forecasting call volume, reporting, scheduling, tracking, and payroll for over 100 associates.
- Rely on Microsoft Excel to create templates that serve as tools for forecasting and reporting purposes.
Air Service Supervisor
Grand Circle Corporation
10.2003 - 11.2010
- Drive team performance.
- Reported daily on team metrics.
- Proficiency in using travel reservation systems and online booking platforms.
- Collaborated with air associates and passengers to ensure customer satisfaction during the airline segment of their trips.
- Handled escalated calls to resolve customer concerns regarding air routes, seat assignments, and business class.
- Conducted training on airline routes, airport codes, and contracts for associates using Sabre.
- Coached associates on performance results to enhance quality.
- Recognized problems and provided suggestions that led to increased customer satisfaction.
- Determined barriers to productivity and developed action plans concerning customer handling, technology, and departmental flow.
Customer Service Associate
Grand Circle Corporation
10.2003 - 11.2010
- Customer service team focused on improving customer satisfaction with the air segments of their trips.
- Comprehensive understanding of airline contracts and routing.
- Worked as a customer service associate, responsible for answering 10 calls per hour while striving to achieve one-call resolution for customer issues.
- Determine client travel needs, preferences, and budgets.
- Sell and book travel arrangements, including flights, accommodations, tours, and activities.
- Proficiency in using travel reservation systems and online booking platforms.
- Provide information and recommendations on destinations, cultures, customs, and activities.
- Handle travel issues, complaints, cancellations, and refunds.
- Build and maintain relationships with clients and travel vendors.
- Stay informed about travel industry trends and regulations.
- Maintain accurate records of bookings, payments, and transactions.
Education
Airline Training Program -
Flagship Academy
Dallas FT Worth, TX11.2000
Certification - Travel Management
The Airline Academy
Daytona Beach, FL09.1998
Airline Training Program -
The Airline Academy
Daytona, FL08.1998
High School Diploma -
New Bedford High School
New Bedford06.1998
Skills
- Customer service and sales
- Service-oriented approach
- CRM and call center systems
- Help desk software
- Virtual meeting tools
- Multitasking and coordination
- Communication skills
- Problem-solving abilities
- Utility sector regulations knowledge
- Energy supply management
- Microsoft Office proficiency
- Report creation and delivery
- Confidentiality management
- Record-keeping and organization
- Account management
- Process improvement strategies
- Appointment scheduling
- Product education and training
- Brand representation skills
- POS systems expertise
- Sales and service upselling strategies
- Team collaboration
Accomplishments
- Starwood Hotels & Resorts
- Promoted to Ambassador Concierge within one year of employment.
- Sales Associate of the Month, 05/12
- Sales Associate of the Month, 09/12
- Nominated for Sales Associate of the Year, 2012
- Grand Circle Corporation
- Top Performer in Customer Service 2004
- Top Performer in Customer Service 2007
References
References available upon request.
Timeline
Customer Service Associate
National Grid
04.2022 - Current
Waitress
Fireside Bar & Grill
08.2021 - 04.2022
Field Administrator
Communications Construction Group LLC.
01.2019 - 08.2021
Ambassador Concierge
Starwood/Marriott International
10.2011 - 01.2019
Call Center Analyst
Grand Circle Corporation
10.2003 - 11.2010
Air Service Supervisor
Grand Circle Corporation
10.2003 - 11.2010
Customer Service Associate
Grand Circle Corporation
10.2003 - 11.2010
Airline Training Program -
Flagship Academy
Certification - Travel Management
The Airline Academy
Airline Training Program -
The Airline Academy
High School Diploma -
New Bedford High School
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