Keala Marquez
Orange Park,FL
Summary
Motivated and personable customer service and sales professional with a strong track record of delivering exceptional support in both remote and in-person environments. Skilled in resolving complex customer issues, meeting performance targets, and adapting quickly to evolving processes. Known for strong communication, attention to detail, and a collaborative mindset. Proficient in Microsoft Office tools, point-of-sale systems, and various customer service platforms. Committed to providing high-quality service and contributing to team success.
Overview
1
1
year of professional experience
Work History
Customer Service Representative/ Call Center
Maximus
06.2023 - 03.2024
- Assisted students and parents with inquiries regarding student loans, providing accurate information on application processes, interest rates, and repayment options.
- Educated clients on financial aid options and resources, enhancing their understanding of student loan products.
- Successfully met call goals such as keeping customer on hold for under 2-3 minutes and checking in on customer for the duration of the call.
- Managed a high volume of calls and emails, resolving customer issues efficiently while maintaining a professional demeanor.
- Adapted to frequent protocol changes and successfully memorized dynamic scripts and key information
- Memorizing scripts and general information we must provide to customers.
- Handled any inquiries and questions customer had.
- Collaborated with team members to develop effective solutions for complex customer inquiries and concerns.
Sales Representative
Mullan Inc
10.2022 - 06.2023
- Conducted daily door-to-door sales to promote and sell Vivint home security to residential customers, achieving a large sum of sales targets consistently.
- Developed strong relationships with potential customers through personable engagement and tailored sales presentations, resulting in high conversion rates.
- Educated customers on product features, benefits, and pricing, effectively addressing any questions or concerns to facilitate purchase decisions.
- Maintained accurate records of customer interactions, sales progress, and market feedback to refine sales strategies and improve performance.
- Collaborated with team members to share best practices and strategies for increasing sales effectiveness in the field.
Education
High School Diploma -
Oakleaf High School
Orange Park, Jacksonville05-2023
Skills
- Experienced in managing multiple customer inquiries and tasks simultaneously in fast-paced environments, ensuring all responsibilities are met efficiently
- Proven ability to provide exceptional service, resolve customer issues, and enhance customer satisfaction in remote and in-person settings
- Effective verbal and written communication skills; adept at conveying information clearly and building rapport with customers
- Ability to quickly learn new systems and processes while adapting to changing work conditions, whether in remote customer service or dynamic sales settings
- Proven ability to work collaboratively with diverse teams to achieve goals, contribute to projects, and share best practices
- High level of attention to detail in handling customer information, ensuring accuracy in service delivery and documentation
- Proficient in using various customer service software and point-of-sale (POS) systems, as well as remote communication tools
- Proficient in Microsoft Outlook, Excel, Word, and other Microsoft Office applications
- Accurate and efficient in data entry, with strong typing skills and attention to detail when handling sensitive or high-volume information
- Strong customer service skills, both remote and face-to-face
Accomplishments
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Full Professional
Timeline
Customer Service Representative/ Call Center
Maximus
06.2023 - 03.2024
Sales Representative
Mullan Inc
10.2022 - 06.2023
High School Diploma -
Oakleaf High School
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