Microsoft Edge
Marcella Payne
Norman,OK
Summary
A dynamic professional with a proven track record at Express Employment Professionals, adept in Remote Support and Customer Communication and Empathy. Excelled in enhancing customer satisfaction and retention, leveraging Microsoft Windows expertise and a collaborative spirit to drive team success. Achieved significant improvements in support service delivery through effective escalation handling and empathetic client interactions.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Information Support Specialist
Express Employment Professionals
05.2024 - Current
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Improved customer retention with empathetic and efficient handling of support cases.
Janitorial Worker/Porter
American Campus Communities
08.2019 - 04.2024
- Swept hard surface floors using broom or push broom dust mop.
- Improved overall facility appearance through consistent attention to detail and adherence to cleaning schedules.
- Kept floors clean and hazard-free through regular sweeping, mopping, vacuuming, and polishing activities.
- Enhanced cleanliness and sanitation by routinely performing thorough cleaning tasks in assigned areas.
- Dusted surfaces, ledges, fixtures and furniture.
- Sanitized break area kitchen counters, tables and sinks.
- Reduced the spread of germs by regularly disinfecting high-touch surfaces such as door handles and light switches.
- Kept building spaces premises clean inside and outside.
- Maintained a safe environment for building occupants by promptly addressing spills, debris, and other hazards.
- Contributed to a pleasant atmosphere for visitors through diligent upkeep of common areas, restrooms, and entryways.
Dental Assistant, Chairside
Dental Design Studio
06.2015 - 12.2015
- Collaborated with other team members to maintain clean workspaces that adhere to infection control standards for optimal patient safety.
- Contributed to a positive dental office environment by establishing rapport with patients and effectively handling their needs.
- Promoted oral health education by demonstrating proper brushing and flossing techniques to patients of all ages.
- Increased patient satisfaction with clear communication regarding treatment plans, options, and post-operative care instructions.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
Warehouse Worker
Astellas Pharmaceuticals
02.2013 - 10.2013
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as 50 pounds.
- Contributed to achieving team goals with consistent punctuality, reliability, and adherence to established performance standards.
- Managed incoming shipments effectively by inspecting goods for quality control purposes before storing them appropriately.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Maintained clean, orderly work environment free of hazards.
- Unpacked and repacked items in different quantities and configurations for shipment.
- Assembled pallets and crates for secure transportation of materials.
Cashier
Dollar General Store
06.2011 - 01.2013
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Outbound Sales Representative
Sooner Maid Carpet and Air Duct Cleaning
07.2010 - 08.2011
- Increased sales revenue through strategic cold calling and lead generation activities.
- Exceeded personal sales goals by leveraging persuasive communication skills and product knowledge expertise.
- Boosted customer satisfaction by addressing concerns and providing solutions in a timely manner.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Educated customers on product and service benefits, explaining features and answering questions.
- Implemented upselling techniques to increase revenue and move product.
- Provided information about available products and services, membership details, and purchase advantages.
- Set up appointments with interested customers according to schedule availability.
Education
No Degree - Dental Assisting Program
Moore Norman Technology Center
Norman, OK05-2015
High School Diploma -
Norman High School
Norman, OK05-1997
Skills
- Remote Support
- Customer Relationship Management
- Escalation Handling
- Customer Communication and Empathy
- Operating System Knowledge
- Data Collection
- Active Listening
- Microsoft Windows and Office
- Attention to Detail
- Collaborative Team Player
Certification
- Radiation Safety Certification
- Sealant Course Certification
- Nitrous Oxide Certification
- CPR Certification
- Infection Control Certification
- HIPAA Certification
- Certified Dental Assistant
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Microsoft Word
Windows
CXone
Query
OnBase
Reflections Workspace/DSD Mainframe (IMS)
Firefox
Google Chrome
SharePoint
Zoom
Internet Explorer
Excel
Family Assistance/Client Services (FACS)
Microsoft Office
Adobe
Safari
Microsoft Teams
Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteHybridImportant To Me
Career advancementWork-life balanceHealthcare benefitsWork from home optionPaid time off401k matchPaid sick leaveFlexible work hoursTeam Building / Company RetreatsQuote
Teachers open the door, but you must enter by yourself.
Zen proverb
Timeline
Information Support Specialist
Express Employment Professionals
05.2024 - Current
Janitorial Worker/Porter
American Campus Communities
08.2019 - 04.2024
Dental Assistant, Chairside
Dental Design Studio
06.2015 - 12.2015
Warehouse Worker
Astellas Pharmaceuticals
02.2013 - 10.2013
Cashier
Dollar General Store
06.2011 - 01.2013
Outbound Sales Representative
Sooner Maid Carpet and Air Duct Cleaning
07.2010 - 08.2011
- Radiation Safety Certification
- Sealant Course Certification
- Nitrous Oxide Certification
- CPR Certification
- Infection Control Certification
- HIPAA Certification
- Certified Dental Assistant
No Degree - Dental Assisting Program
Moore Norman Technology Center
High School Diploma -
Norman High School
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