Marcos Cepeda
Haines City,FL
Summary
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.
Overview
9
9
years of professional experience
1
1
Certification
Work History
CSR PFML (REMOTE)
SaviiLinx
Lawrence, MA
01.2025 - Current
- Participated in team meetings or training sessions when necessary.
- Researched required information using available resources.
- Demonstrated excellent verbal communication skills when interacting with customers.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Manager
Perez Construction
Cleveland, OH
09.2023 - 01.2025
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Established processes to ensure efficient workflow throughout the organization.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Initiated new projects that resulted in increased productivity across all departments.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Developed annual goals for each department based on market trends and competitor analysis.
- Collaborated with other departments to ensure timely completion of projects within budget constraints.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Organized special events such as conferences or training sessions for employees.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Recruited and trained new employees to meet job requirements.
Laborer Supervisor
Capitol Services LLC
Waltham, MA
01.2021 - 09.2023
- Supervised and coordinated the activities of laborers in a safe, efficient manner.
- Trained new employees on policies and procedures related to job duties.
- Ensured that all safety protocols were followed while performing tasks.
- Monitored employee performance, identified areas of improvement and provided feedback.
- Developed and implemented schedules for assigned labor crews.
- Maintained accurate records of labor hours and overtime pay for payroll purposes.
- Provided guidance to laborers in order to complete projects efficiently and effectively.
- Planned daily work assignments based on priority and availability of resources.
- Scheduled materials shipments and transportation for on-time delivery, reducing delays.
- Planned workflow, coordinated employee scheduling and assigned duties to maintain performance and accommodate fluctuating workloads.
- Created and sent price quotes to potential customers.
- Presented and explained work orders to team.
- Reviewed supplies inventory levels and purchased necessary items.
Quality Specialist Leader
Thermofisher
Haverhill, MA
11.2019 - 01.2021
- Provided leadership and guidance to a team of Quality Specialists, ensuring that quality standards were met.
- Identified areas for process improvements through data collection and analysis.
- Implemented corrective action plans to address customer complaints or issues identified during inspections or tests.
- Reviewed customer requirements and developed test plans accordingly.
- Developed and maintained quality documentation, including quality manuals, procedures, and records.
- Assisted in the development of new products, ensuring they meet all required specifications and regulations.
- Monitored supplier performance to ensure adherence to quality standards.
- Monitored product trends and suggested changes.
Cashier Receptionist
Commonwealth Honda
Lawrence, MA
05.2016 - 11.2019
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Balanced daily transactions on a computerized point-of-sale system.
- Assisted customers over the phone regarding store operations, product information and order placement.
Education
High School Diploma -
City As School
Manhattan, NY06.2012
Some College (No Degree) - Music
Full Sail University
Winter Park, FLSkills
- Customer service
- Conflict resolution
- Payment processing
- Customer relationship management
- Employee training
- POS systems and ordering platforms
- Key holder experience
- Professionalism
- Resource Management
- Team Leadership
- Problem-Solving
- Training & Development
- Planning
- Networking
- Interpersonal Communication
- Microsoft Office
- Teamwork and Collaboration
- Microsoft Word
- Multitasking
- Computer Skills
Certification
- Edicion De Paginas Web base
- Administracion De redes Sociales ( Community Manager)
- Dispositivos y Herramientas Para La Comunicacion Digital
- Orientacion y Atencion al Usuario Base
- Plan De Negocio Base
- Elaboracion y Formulacion de Proyectos
- Calidad De Servicio
- Coaching- Herramientas Basicas
- Ciudadania y Activismo Digital ( Ciberactivismo)
- Audio Curso- Un Ciudadano Digital
Languages
3,3
Education and Training
other,other
References
References available upon request.
Timeline
CSR PFML (REMOTE)
SaviiLinx
01.2025 - Current
Manager
Perez Construction
09.2023 - 01.2025
Laborer Supervisor
Capitol Services LLC
01.2021 - 09.2023
Quality Specialist Leader
Thermofisher
11.2019 - 01.2021
Cashier Receptionist
Commonwealth Honda
05.2016 - 11.2019
High School Diploma -
City As School
Some College (No Degree) - Music
Full Sail University