Marcelus Ware
Clearwater,FL
Summary
- Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
- Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
- Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
- Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
- Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
- Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
4
4
years of professional experience
Work History
PEO Benefits Specialist
Paychex Inc
St. Petersburg, Florida
09.2024 - 12.2024
- Provided guidance to clients and their employees regarding product offerings including setup and use of Health & Benefits online to ensure optimal client retention
- Provided excellent customer service to clients employees and field partners via calls faxes and emails
- Contacted current clients/ employees via outbound call/ email campaign as needed
- Processed benefit enrollments for PEO product offerings for clients to ensure timely processing
- Researched and resolved basic product and service issues from the field clients and their employees to maintain accurate and timely responses
- Maintained knowledge of all changes pertaining to various product offerings regulatory changes policy changes and industry developments to ensure compliance with departmental processes and company guidelines are met as they relate to PEO
- Coordinated benefits processing, including enrollments, terminations and claims.
- Reviewed eligibility for medical insurance coverage and other benefit plans.
- Developed documents outlining details about each available benefit program option.
Customer Service Representative
Direct Energy Business
12.2022 - 07.2024
- Responded to incoming program emails and telephone inquiries
- Oversaw accounts for changes in customer needs with respect to energy
- Explained marketing and environmental benefits of purchasing renewable energy and differentiated products against traditional energy offerings
- Analyzed client's energy usage by collecting electricity information and made recommendations to optimize energy usage
Customer Service Representative (Contract)
Conneticut Department
02.2022 - 11.2022
- Assisted applicants with completing forms for unemployment program assistance
- Referred denied applicants to other agencies offering assistance more relevant to their situations and eligibility
- Maintained detailed records of customer interactions, and transactions
- Resolved complex problems by working with other departments to provide solutions that meet customer needs
Customer Service Representative (Contract)
Macy’s
01.2021 - 02.2022
- Answered calls or emails from customers and assisted with special requests or resolving complaints
- Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies
- Provided customers with support for in-stock and back-ordered items by placing special orders and calling other stores to find desired merchandise
- Completed sales order tickets and processed client-requested transactions
Education
Associate - General Studies
Coffeyville Community College
Coffeyville, KSHigh School Diploma -
Connecticut Pinellas Park High School
Largo, FLSkills
- Call Center – Inbound/Outbound
- Customer Service
- Merchandise upselling
- Excel
- Time management
- Microsoft
- Salesforce
- Employee benefits practices
- Written and oral communication
- Healthcare benefits
- Benefits explanation
- Relationship building
- Onboarding assistance
- HRIS systems
- Open enrollment
- Calm demeanor
- Task prioritization
- Critical thinking
- Active listening
- Positive and professional
Locations
- Coffeyville Community College, Coffeyville, KS
- Connecticut Pinellas Park High School, Largo, FL
Timeline
PEO Benefits Specialist
Paychex Inc
09.2024 - 12.2024
Customer Service Representative
Direct Energy Business
12.2022 - 07.2024
Customer Service Representative (Contract)
Conneticut Department
02.2022 - 11.2022
Customer Service Representative (Contract)
Macy’s
01.2021 - 02.2022
Associate - General Studies
Coffeyville Community College
High School Diploma -
Connecticut Pinellas Park High School