Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

DEJA MARSHALL

San Tan Valley,AZ

Summary

Experienced customer service representative that brings 10+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset. I specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Care Representative

CVS Health
07.2021 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Logged call information and solutions provided into internal database.
  • Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Achieved long-term business objectives by analyzing customer feedback for process improvements.
  • Wrote and proofed orders to reflect proper pricing and discounts.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Reduced spending by negotiating beneficial deals to secure ideal rates.

Customer Service Representative

Aerotek
01.2019 - 07.2021
  • Worked as a temp employee for this temporary service
  • Collaborated with employers to deal with customer resolutions, troubleshooting, and account management.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Provided primary customer support to internal and external customers.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Responded to customer requests for products, services and company information.

Customer Service Representative/Data Entry Clerk

Adecco
10.2016 - 01.2019
  • Worked as a temp employee for this temporary service
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Completed data entry tasks with accuracy and efficiency.
  • Entered numerical data into databases with speed and accuracy using 10-key pad.
  • Corrected data entry errors to prevent later issues such as duplication or data degradation.
  • Added documents to file records and created new records to support filing needs.
  • Verified accuracy of data before transcribing.
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Reviewed completed work for compliance with regulations.

Store Associate

Walmart
12.2015 - 10.2016
  • Greeted customers, helped locate merchandise and suggested suitable options.
  • Answered questions about store policies and addressed customer concerns.
  • Balanced and organized cash register by handling cash, counting change and storing coupons.
  • Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.

Store Associate

Jewel Osco
08.2012 - 12.2015
  • Greeted customers, helped locate merchandise and suggested suitable options.
  • Answered questions about store policies and addressed customer concerns.
  • Balanced and organized cash register by handling cash, counting change and storing coupons.
  • Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
  • Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
  • Informed customers of current store promotions to encourage additional sales purchases.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Used POS system to process sales, returns, online orders and gift card activations.

Education

High School Diploma -

Proviso West High School
05.2014

Skills

  • TEAMWORK
  • ORGANIZED
  • COLLABORATIVE SPIRIT
  • INNOVATIVE and GROWTH MINDSET
  • PASSION FOR QUALITY AND OWNERSHIP IN ACCOMPLISHING CHALLENGING GOALS
  • UNDERSTANDING
  • EMOTIONALLY INTELLIGENT
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and practices
  • Track record over over-achieving quota
  • ADAPTABILITY
  • RELATIONSHIP BUILDING
  • EMPATHY
  • 2
  • Issue and Complaint Resolution
  • Online Chat
  • Calm and Professional Under Pressure
  • Building Customer Trust and Loyalty
  • Call Documentation
  • Conflict Mediation
  • Data Entry and Maintenance
  • Understanding Customer Needs
  • Customer Retention Strategies
  • Responding to Difficult Customers
  • Courteous with Strong Service Mindset
  • Order and Refund Processing
  • Customer Account Management
  • Efficient and Detail-Oriented
  • Verbal and Written Communication
  • Attention to detail
  • Networking and Partnership Development
  • Complaint Response
  • Open Enrollment

Certification

In Process- UX Researcher Certification

Timeline

Customer Care Representative

CVS Health
07.2021 - Current

Customer Service Representative

Aerotek
01.2019 - 07.2021

Customer Service Representative/Data Entry Clerk

Adecco
10.2016 - 01.2019

Store Associate

Walmart
12.2015 - 10.2016

Store Associate

Jewel Osco
08.2012 - 12.2015

High School Diploma -

Proviso West High School

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DEJA MARSHALL