Marcus Pickens
Kansas City,MO
Summary
composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
10
10
years of professional experience
Work History
Rideshare Driver
uber
02.2020 - Current
- Followed safety rules to keep clean driving record with no accidents or incidents.
- Navigated routes using GPS systems for efficient delivery of passengers.
- Provided friendly customer service during trips, including offering assistance with luggage loading and unloading and answering questions about local attractions.
- Achieved consistently high customer scores due to exceptional service.
Call Center Representative
Insight Global
Kansas City , MO
01.2017 - 11.2020
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Navigated through computer systems to review information and respond appropriately to callers.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
Call Center Representative
Adecco Staffing
Kansas City, MO
09.2014 - 01.2016
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained strong call control and quickly worked through scripts to address problems.
- Offered resolutions to de-escalate calls and solve customer issues.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Education
High School Diploma -
Hickman Mills
Kansas City, MO05-2009
Skills
- Vehicle Maintenance
- Customer Engagement
- Wheelchair assistance
- Defensive Driving
- Customer Service
- Call Control
- Customer Support
- Call controlling
- Call handling
- Technical Support
- Complaint resolution
- Product Knowledge
- Organization
- Collaboration
- Cleaning
- Equipment Maintenance
- Positive Attitude
- Problem-Solving
Languages
Chinese (Mandarin)
Elementary
Affiliations
- coding
- 3D Animation
- website development
- reading books
Timeline
Rideshare Driver
uber
02.2020 - Current
Call Center Representative
Insight Global
01.2017 - 11.2020
Call Center Representative
Adecco Staffing
09.2014 - 01.2016
High School Diploma -
Hickman Mills