Marc Ingram
Arlington,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Customer Experience Specialist
Grace Hill
08.2023 - Current
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Walked individuals through basic troubleshooting tasks.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
Customer Service Representative
Percepta (Ford)
11.2021 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Tracked customer service cases and updated service software with customer information.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
Customer Service Represenative
PFS Web
11.2020 - 11.2022
- Streamlined communication for clients through effective use of chat tools and resources.
- Utilized CRM software proficiently for efficient management of customer interactions.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated through various databases efficiently, retrieving relevant information needed for each client interaction.
- Managed multiple chat conversations simultaneously, maintaining efficiency and productivity.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Science - Clinical Psychology
Grand Canyon University
Phoenix, AZ03.2026
High School Diploma -
Lamar High School
Arlington, TX06.2008
Skills
- CRM Software
- 55 wpm Typing Speed
- Microsoft Office
- Salesforce
- CafeX
- Live Agent
- 5 Years of working from home
- API's
- Order and Refund Processing
- Slack
- Use of multiple monitors
- Chat, emails, and phone agent
Additional Information
I have a wealth of knowledge and experience in various sports, such as basketball, football, baseball, and hockey. My expertise encompasses not only the rules and historical background of these sports but also the intricacies of gameplay and strategy. During my high school years, I was actively involved in basketball, football, and track, allowing me to gain valuable firsthand experience in these sports. In my leisure time, I am passionate about coaching and mentoring children in basketball, football, and soccer, helping them develop their skills and love for the game.
Timeline
Customer Experience Specialist
Grace Hill
08.2023 - Current
Customer Service Representative
Percepta (Ford)
11.2021 - 08.2023
Customer Service Represenative
PFS Web
11.2020 - 11.2022
Bachelor of Science - Clinical Psychology
Grand Canyon University
High School Diploma -
Lamar High School
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