Marcus Robertson
Richmond,VA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Senior Claims Specialist
Genworth Financial Lynchburg, Virginia
Richmond, VA
09.2023 - Current
- Resolved customer inquiries through multiple channels, ensuring timely and effective communication.
- Trained new representatives on company policies and systems, promoting a collaborative team environment.
- Analyzed customer feedback to identify trends and drive process improvements within the service department.
- Implemented solutions for complex customer issues, increasing overall resolution rates and reducing escalations.
Customer Service Representative
Capital One
Richmond, VA
07.2020 - 08.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
Provider Services Representative
Anthem
Richmond, VA
07.2018 - 07.2020
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Representative
Allianz Global Corporate & Specialty
Richmond, VA
10.2016 - 09.2018
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
Education
High School Diploma -
Patrick Henry High School
06.2010
Skills
- Microsoft Dynamics
- Sales Report Generation
- Quality Control
- Document and Records Management
- Senior Leadership Support
- Call Center Operations
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Senior Claims Specialist
Genworth Financial Lynchburg, Virginia
09.2023 - Current
Customer Service Representative
Capital One
07.2020 - 08.2023
Provider Services Representative
Anthem
07.2018 - 07.2020
Customer Service Representative
Allianz Global Corporate & Specialty
10.2016 - 09.2018
High School Diploma -
Patrick Henry High School