Marcella Charboneau
Avondale ,Arizona
Summary
Dynamic customer service professional with a proven track record at Dental Depot, excelling in conflict resolution and relationship building. Recognized for enhancing customer loyalty through empathetic complaint handling and effective problem-solving. Skilled in Microsoft Excel and committed to delivering exceptional service, contributing to sales growth and team development.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Dental Depot
09.2022 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Leasing Agent
Inner Solutions
01.2014 - 03.2017
- Performed background, reference and credit checks as part of screening process of prospective tenants.
- Expedited the leasing process for prospective tenants by efficiently managing application paperwork and conducting background checks.
- Handled tenant communications by quickly responding to requests for maintenance and answering any questions or concerns.
- Toured property with prospective tenants and provided wealth of information in regards to its key features.
- Managed move-in process smoothly by coordinating schedules with new residents and ensuring all necessary documentation was completed accurately.
- Provided exceptional customer service when showing properties to prospects, leading to increased signed leases.
- Distributed and followed up on tenant renewal notices.
- Established rapport with potential tenants during tours, highlighting community features tailored to their specific needs and preferences.
- Trained and mentored new leasing agents, fostering teamwork and a supportive work environment.
- Participated in property inspections to prepare for move-ins and move-outs.
- Kept meticulous records of correspondence between management and tenants.
- Ensured compliance with fair housing laws and company policies to promote an inclusive and welcoming community for all residents.
- Improved property appearance with consistent inspections, identifying areas in need of repair or updates.
- Generated leads through various marketing channels such as social media platforms, email campaigns, and print advertising materials.
- Monitored advertising effectiveness by gathering information about market competition in local area.
- Conducted property tours to highlight features of properties.
Customer Service Representative
Marshall’s
07.2011 - 03.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Improved resolution time with effective problem-solving for customer complaints.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Participated in training programs to enhance product knowledge and customer service skills.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Associate Of Arts - Art Education
Maricopa Community Colleges, Estrella Mountain Community College
Avondale, AZ05.2022
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Conflict resolution
- Microsoft Excel
- Computer proficiency
- Complaint handling
- Call center experience
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Call management
- Follow-up skills
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Documentation
- Team development
- Order processing
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- Staff training
- De-escalation techniques
Bilingual
•Fluent in Spanish speaking
• intermediate level Spanish reading and writing
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Dental Depot
09.2022 - 03.2024
Leasing Agent
Inner Solutions
01.2014 - 03.2017
Customer Service Representative
Marshall’s
07.2011 - 03.2014
Associate Of Arts - Art Education
Maricopa Community Colleges, Estrella Mountain Community College
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