Emmanuel Marquez

This job is responsible for providing resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center. Key responsibilities include working in an environment that requires accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery to answer client questions, resolving problems, performing account maintenance, and looking for opportunities to deepen relationships through digital solutions.

• Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
• Developed strategies to increase team productivity and improve customer service levels.
• Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
• Rotated through series of different stations based on team needs.
• Resolved escalated customer complaints or queries promptly and efficiently.
• Kept work areas clean, neat and free of safety hazards to maximize efficiency.
• Developed customized sales techniques to successfully sell and upsell services to new and existing members.

• Greeted customers and answered any questions they had about the store's products and services.
• Verified that customers were of legal age to purchase alcohol or tobacco products.
• Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
• Stocked shelves with merchandise when needed.
• Assisted customers over the phone regarding store operations, product information and order placement.
• Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.

• Greeted customers, answered inquiries and directed them to the appropriate department.
• Provided customer service by addressing customer inquiries, resolving complaints and providing product information.
• Organized merchandise displays in accordance with company guidelines.
• Maintained an orderly work environment by cleaning up spills, straightening shelves, disposing trash.
• Handled returns quickly while ensuring customer satisfaction was met.
• Supported sales team members to drive growth and development.
• Customized sales techniques to successfully sell and upsell services to new and existing member.