Summary
Overview
Work History
Education
Skills
Timeline
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Elease Marsh

Saint Charles,MO

Summary

Experienced customer service representative with 7+ years of proven success in delivering exceptional customer service. Known for ability to provide pleasant and engaging experiences through friendly demeanor and customer-centric approach. Skilled in conflict resolution techniques, adept at handling challenging situations with professionalism and efficiency. Committed to continuously enhancing customer satisfaction, eager to take on new challenges and contribute to increased customer retention for your business.

Overview

12
12
years of professional experience

Work History

Cardmember Service

US BANK
10.2022 - Current
  • Provides high quality customer service by responding to telephone inquiries, requests and problems. Researches, analyzes, and provides solutions that meet the customer’s needs.


  • Resolving customer inquiries and problems on first contact; providing customers with account information; resolving or referring billing disputes; correcting payment errors; revising fee and finance charges as appropriate; account maintenance; taking card, check or other orders; acting on lost or stolen cards/checks; and researching customer problems that could not be resolved during the initial contact.

Flex driver

Amazon
08.2020 - 10.2022
  • Flex drivers pick up packages from delivery stations, stores, and restaurants and deliver them to customers using directions from the Flex app
  • Delivered goods and products to customer on time and in excellent condition.
  • Followed all company policies and procedures, maintaining a strong record of compliance with Flex Driver standards.

Full-Service Shopper

Instacart
04.2019 - 10.2022
  • Pick out the grocery items in the order and bag them
  • Delivered items to customers on desired schedules by managing time efficiently and planning effective routes.
  • Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
  • Strengthened customer trust and loyalty through clear communication regarding order updates and delivery expectations.
  • Enhanced store familiarity, enabling swift navigation and timely completion of orders.

U-Haul Reservation Specialist

Cobalt Communications
08.2018 - 04.2019
  • Direct incoming U-Haul equipment to dealerships and moving centers to fill every confirmed reservation
  • Assist in controlling rental equipment inventories within the assigned marketing company geographic area
  • Monitor current competitor rates and maintain inventory records
  • Update, review, and audit inventory reports

Call Center Representative

Keefe Group
01.2016 - 08.2018
  • Answer incoming calls for Inmate Calling Solutions’ Point-of-Sale Pre-Paid Collect (PSPC) product
  • Assist customers in a courteous manner by explaining the product offering, quoting rates, opening accounts, and answering general service questions
  • Enter customer information into Agent Interface and post payments, including interfacing to the Premise Based equipment of necessary
  • Complete customer investigations and place outbound calls to provide the best possible customer service

Licensed Insurance Sales Producer

Allstate Insurance
04.2014 - 01.2016
  • Providing excellent customer service by processing payments & report claims
  • Conducting needs-based policy reviews and updating policies
  • Cross-selling existing customers with other Allstate products
  • Prospecting and generating new business through leads & referrals
  • Conducting policy reviews & updating policies

Technical Support Tier II

Convergys
11.2012 - 04.2014
  • Resolve customer problems via the telephone, WEB, E-mail, Chat or Auto-support (Automated E- mail response system) and be responsible for addressing customer technical issues through the use of technical expertise, knowledge base, and any tools which provide for the customer’s success
  • Initiate, track, and resolve customer’s technical issues and address them immediately or escalate the case to the appropriate level of support
  • Partner with other technical staff members in support of various processes of the case management cycle and other functions that may be assigned
  • Create content solutions accessible to customers, partners and field support person via designated website

Education

Associate - Computer Systems and Network Technology

Vatterott College Sunset Hills
Sunset Hills, MO
10.2018

Skills

  • Goal-oriented mindset
  • Client Relationship Building
  • Workflow Management
  • Complaint Handling
  • Customer satisfaction measurement
  • Call center experience

Timeline

Cardmember Service

US BANK
10.2022 - Current

Flex driver

Amazon
08.2020 - 10.2022

Full-Service Shopper

Instacart
04.2019 - 10.2022

U-Haul Reservation Specialist

Cobalt Communications
08.2018 - 04.2019

Call Center Representative

Keefe Group
01.2016 - 08.2018

Licensed Insurance Sales Producer

Allstate Insurance
04.2014 - 01.2016

Technical Support Tier II

Convergys
11.2012 - 04.2014

Associate - Computer Systems and Network Technology

Vatterott College Sunset Hills

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Elease Marsh