Jovian Marshall
Haines City,FL
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Client Care Supervisor
Eargo
12.2020 - Current
- Enhanced client satisfaction by promptly addressing concerns and providing effective solutions.
- Implemented new procedures for efficient client care, resulting in improved customer loyalty.
- Oversaw daily operations of the Client Care team, ensuring timely and accurate support for clients.
- Coordinated with other departments to streamline communication and enhance overall client experience.
Customer Service Representative
CVScaremark
01.2018 - 11.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Quality Assurance Analyst
Xerox, ACS
02.2009 - 10.2017
- Performs call monitoring and provides trend data, quality reports, and feedback to Director, Member Connect.
- Participates in design of call / email monitoring formats and quality standards.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Perform other duties as assigned.
Education
Bachelor of Arts - Human Development And Family Studies
American Public University System
Charles Town, WV10.2022
Skills
- Cross-functional collaboration
- Organizational skills
- Delegation and supervision
- Excellent listening, verbal, written, and interpersonal communication skills
- Keen attention to detail
- Good judgment and decision-making capabilities
- Knowledge of Microsoft Office Suite Products
- Ability to organize, prioritize, adapt to change and work in a fast-paced environment
Timeline
Client Care Supervisor
Eargo
12.2020 - Current
Customer Service Representative
CVScaremark
01.2018 - 11.2020
Quality Assurance Analyst
Xerox, ACS
02.2009 - 10.2017
Bachelor of Arts - Human Development And Family Studies
American Public University System
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