Marcellus Crocker
Madison,AL
Summary
Proven ability to resolve customer issues with empathy, enhancing service excellence. Skilled in data entry and decision-making. Committed to professional growth through ongoing education.
Professional logistics coordinator with proven ability to manage and optimize dispatch operations. Adept at coordinating schedules, communicating with drivers, and ensuring timely deliveries. Strong focus on team collaboration and achieving results, reliable and adaptable to changing needs. Skilled in problem-solving, multitasking.
Overview
10
10
years of professional experience
Work History
Tax Associate
H&R Block
12.2021 - Current
- Reviewed and analyzed client data and accurately prepared income tax returns and tax research.
- Maintained detailed records of client interactions and transactions, ensuring the highest level of accuracy and confidentiality.
- Prepared accurate tax returns for individuals, partnerships, corporations, and non-profit organizations, maximizing deductions and credits.
- Participated in continuing education courses to maintain professional knowledge and certifications as a Tax Associate.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
Customer Service Representative
Walmart
04.2023 - 07.2025
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Agent
Concentrix
11.2021 - 03.2023
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
Dispatcher
Nspire Outreach
07.2015 - 12.2020
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
Education
Business Administration And Management
American InterContinental University
Schaumburg, IL07-2018
Associate of Arts - Business Administration
American InterContinental University
Schaumburg, IL05-2016
Skills
- Tax compliance
- Transfer pricing
- Nonprofit taxation
- Decision-making
- Active listening
- Service excellence
- Data entry
Timeline
Customer Service Representative
Walmart
04.2023 - 07.2025
Tax Associate
H&R Block
12.2021 - Current
Customer Service Agent
Concentrix
11.2021 - 03.2023
Dispatcher
Nspire Outreach
07.2015 - 12.2020
Business Administration And Management
American InterContinental University
Associate of Arts - Business Administration
American InterContinental University
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