Marcie Jenkins
Phoenix,AZ
Summary
Motivated Customer Service Representative with over 10 years of experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in english. Service-focused bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles. Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate multiple systems. Effective at operating within company regulations and specific department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Overview
26
26
years of professional experience
Work History
Customer Relations Representative
Slg Millennium Group Llc/USAA
Austin, TX
09.2023 - Current
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Managed client accounts, ensuring accurate record-keeping and timely follow-ups on outstanding issues.
- Developed rapport with customers by maintaining clear communication lines, fostering trust, and demonstrating empathy.
- Reduced response time by implementing efficient processes for handling customer requests and concerns.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Logged call information and solutions provided into internal database.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Customer Service Representative
Maximus Federal
Phoenix, AZ
09.2020 - 05.2023
- Research beneficiary account, providing accurate information
- Handled customer inquiries and suggestions courteously and professionally.
- Enrollment into health and prescription drug plans, claim information , complaints, providing medical assistance resources
- 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.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Brand Ambassador/ Client Relations
Premium Cigar Bar
Phoenix, AZ
01.2015 - 03.2020
- Facilitating off premise retail events, gathering data of new clients, distribution of products an services, follow up with existing customers to ensure satisfaction, updates promotional offers
- Increased brand awareness through event marketing, demonstrations, sales, and brand promotion.
- Increased positive word-of-mouth referrals through genuine, personalized customer interactions and excellent product knowledge.
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
- Showed understanding of customer's personal style and preferences when offering product advice.
- Communicated product information with confidence and educated consumers about company.
- Planned future sampling opportunities and special events.
- Drove customer engagement by creating interactive activities that showcased the unique features of promoted products.
- Educated trade and distributor partners regarding brand benefits, products and services.
- Delivered memorable experiences at trade shows through expert knowledge of products, engaging booth design, and compelling interactions with attendees.
- Increased social media presence for various brands by generating quality content during marketing events and sharing it on multiple platforms.
Receptionist
Duffy's Beauty Salon
06.1998 - 04.2008
- Answering calls, making appointments, light cleaning, updating customer accounts, handling cash and credit card payments
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
Education
Secondary Education, General studies, Minoring in English and public speaking -
Lake Michigan College
Benton Harbor, MI03.2000
Skills
- Medicare health insurance
- Life insurance
- Supplemental medical insurance
- Call center experience
- Data Entry
- Stress Tolerance
- Microsoft Outlook
- Administrative Support
- Multi-line phone talent
- Clerical Support
- Recordkeeping strengths
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Microsoft Office
- Money handling abilities
- Administrative and Office Support
- Customer Data Confidentiality
- Policies and Procedures Adherence
Timeline
Customer Relations Representative
Slg Millennium Group Llc/USAA
09.2023 - Current
Customer Service Representative
Maximus Federal
09.2020 - 05.2023
Brand Ambassador/ Client Relations
Premium Cigar Bar
01.2015 - 03.2020
Receptionist
Duffy's Beauty Salon
06.1998 - 04.2008
Secondary Education, General studies, Minoring in English and public speaking -
Lake Michigan College