Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kaleisha Marks

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work History

Implementation Specialist

CloudOne LLC
07.2019 - Current
  • Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
  • Explained complex, technology-related issues in basic, understandable terms to clients.
  • Suggested solutions to developing problems during the production process so that correct modifications could be made.
  • Cultivated relationships with sales team to support and supply corrective actions.
  • Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
  • Assessed project scope to confirm details and understand customer expectations in advance.
  • Handled over 100 email marketing campaigns while providing excellent customer service.

Chat Team Lead

Cloudone LLC
06.2019 - 07.2019
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.

Customer Service Representative

CloudOne LLC
06.2018 - 06.2019
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Customer Service Representative

Charter Communications, Spectrum
08.2015 - 04.2016
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Senior CPU Advisor

Xerox
07.2014 - 01.2015
  • Helped streamline repair processes and update procedures for support action consistency.
  • Responded to customer inquiries and provided technical assistance over phone.
  • Installed and configured operating systems and applications.
  • Offered assistance in implementing and developing training programs.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Researched and identified solutions to technical problems.
  • Developed and implemented preventive maintenance procedures.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Waitress

Steakburger
07.2010 - 05.2014
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Used cash registers and credit card machines to cash out customers.
  • Greeted new customers, discussed specials, and took drink orders.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.

Education

Associate of Arts -

Clark College
Vancouver, WA
06.2017

High School Diploma -

Evergreen High School
Vancouver Wa
06.2012

Skills

  • Staff Mentoring
  • Customer Support
  • Client Needs Assessment
  • Production Work
  • Critical Thinking
  • Organizational Skills
  • Project Management
  • Complex Issue Resolution
  • Collaborative Team Player
  • Friendly and Patient
  • Customer Communication and Empathy
  • Tracking and Documentation

Timeline

Implementation Specialist

CloudOne LLC
07.2019 - Current

Chat Team Lead

Cloudone LLC
06.2019 - 07.2019

Customer Service Representative

CloudOne LLC
06.2018 - 06.2019

Customer Service Representative

Charter Communications, Spectrum
08.2015 - 04.2016

Senior CPU Advisor

Xerox
07.2014 - 01.2015

Waitress

Steakburger
07.2010 - 05.2014

Associate of Arts -

Clark College

High School Diploma -

Evergreen High School

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Kaleisha Marks