Madison Marr
Pocatello,ID
Summary
Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer and employee satisfaction contributing to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Service Advisor
Concentrix
07.2020 - Current
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Responded proactively and positively to rapid change.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Promoted a culture of continuous learning by advocating for professional development opportunities.
- Maintained up-to-date knowledge of product and service changes.
Senior CSR
SYKES
08.2017 - 07.2020
- Implemented feedback surveys to gauge customer satisfaction levels, using data to drive continuous improvement initiatives.
- Consistently met or exceeded monthly performance metrics, including call quality scores and average handle times.
- Conducted regular performance evaluations for CSR team members, identifying areas of improvement and recommending targeted coaching plans.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Collaborated with cross-functional teams to ensure seamless resolution of customer issues, resulting in better overall service experience.
- Skillfully navigated CRM systems to accurately document all customer interactions, maintaining an up-to-date record of case histories.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
High School Diploma -
Capital Senior High School
Boise, ID06-2017
Skills
- Service-Oriented Communication
- Experienced in Digital Tools
- Proficient in Task Management
- Reliable Professionalism
- Attention to detail
- Active Listening
- Conflict Resolution Skills
- Achievement-Focused Approach
- Staff education and training
- Client rapport
- Quality control
- Administrative and office support
Timeline
Service Advisor
Concentrix
07.2020 - Current
Senior CSR
SYKES
08.2017 - 07.2020
High School Diploma -
Capital Senior High School
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