Marcus Hanks
Richmond,VA
Summary
Experienced Customer Service Representative with four years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Overview
5
5
years of professional experience
Work History
Roadside Assistance Dispatcher
Estes Express Lines
04.2021 - Current
- Responsible for assisting road drivers by coordinating break down and accidents services via telephone communication with Estes, central dispatch, safety, maintenance personnel and outside vendors
- Evaluate and adjust routes based on daily needs, available workers, traffic hazards and weather conditions throughout several states
- Monitor Department of Transportation (DOT) roadside inspections and authorized purchase orders
- Document services performed, operations information, dispatch details, and all changes in computer tracking system
- Enhanced customer satisfaction by promptly addressing and resolving roadside assistance requests.
- Manage high volume of inbound calls for the entire United States
- Document, file, and organize invoices for all calls received
- Train new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction.
Front Desk Attendant, Fitness Consultant
Gold’s Gym
10.2020 - 04.2021
- Assisted with membership sales and renewals
- Entered and updated sensitive customer information during check-ins
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Scheduling appointments for physical training sessions and maintained appointment calendars
- Assisted with marketing and promotional activities
- Educate guests on related classes and membership options before processing enrollment for memberships and loyalty programs
- Prepare the gym to open in the morning by cleaning and organizing the gym equipment
- Update member account information
- Process a variety of payments while maintaining accurate payment records.
- Attended to needs of visitors by aiding and providing customer service in fast-paced environment.
Sous-chef, Waiter, Cashier
Wish Thai Kitchen
07.2019 - 03.2020
- Collaborating with other kitchen staff to deliver excellent customer service while taking orders and making accurate changes at a fast pace
- Maintained accuracy of cash register transactions by accurately counting money and entering data correctly into the POS system
- Demonstrated an ability to handle stress calmly under pressure situations such as busy weekends or holidays without sacrificing the quality of product delivered or the level of customer service provided
- Trained and mentored new staff members in kitchen safety, sanitation and cooking techniques.
- Reduced staff turnover rates through effective communication skills, creating a supportive work atmosphere for all team members.
- Worked closely with front-of-house staff to facilitate excellent customer service.
- Provided exceptional customer service when addressing guest concerns or special dietary requests, building loyalty among returning clientele.
Cook
Buffalo Wild Wings
06.2019 - 09.2019
- Maintained constant communication with team members to deliver meals in appropriate time
- Maintained a 100% compliance rate with food safety and sanitation standards, as audited by health inspectors.
- Maintained well-stocked stations with supplies and spices for maximum productivity.
- Kept kitchen clean and organized by performing daily maintenance tasks.
- Prepared meals efficiently under time constraints for timely service during peak hours.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
- Enhanced teamwork within the kitchen staff by fostering a collaborative environment focused on meeting high standards of quality and efficiency.
Education
High School Diploma -
Carthage Senior High School
01.2019
Skills
- Data Entry
- Records Maintenance
- Administrative and Office Support
- Customer Service
- Call center experience
- Inbound Call Management
- Critical Thinking
- Conflict Resolution
- Training and Development
- Computer Skills
Accomplishments
- Junior Reserve Officers’ Training Corps, JROTC
- Participated as a member of the PT Team
- Participated in Drill Team
- Played Junior Varsity Football
- Community service- Assisted in renovating church, restaurant, and SOS Animal Shelter
References
Available upon request
Timeline
Roadside Assistance Dispatcher
Estes Express Lines
04.2021 - Current
Front Desk Attendant, Fitness Consultant
Gold’s Gym
10.2020 - 04.2021
Sous-chef, Waiter, Cashier
Wish Thai Kitchen
07.2019 - 03.2020
Cook
Buffalo Wild Wings
06.2019 - 09.2019
High School Diploma -
Carthage Senior High School