Marcy Desellems
Charter INC.
Tarpon Springs,FL
10
years of professional experience
Experienced customer service professional with a strong background in conflict resolution, active listening, and escalated issue handling. Known for clear communication, accurate account support, and building customer loyalty.
Work History
Customer Service Representative II
3 Years 4 Months- Resolved customer inquiries about billing, service changes, and account support with accurate, timely responses.
- Explained service plans, promotions, and troubleshooting steps using clear, customer-focused communication.
- Coordinated with technical and billing teams to resolve complex issues and minimize repeat contacts.
- Navigated CRM systems to document interactions, update account records, and track resolution status.
- De-escalated frustrated callers by identifying concerns quickly and offering practical solutions.
- Reviewed customer accounts to identify discrepancies, verify information, and correct service errors.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Supported service quality by following call scripts, escalation procedures, and documentation standards.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative Mentor
1 Year 4 Months- Trained new representatives on reservation systems, service protocols, and customer communication standards.
- Resolved complex billing, scheduling, and account issues using CRM and order management tools.
- Guided customers through container delivery, pickup, and rescheduling requests with clear, accurate updates.
- Coordinated escalations with operations teams to address service delays and delivery exceptions.
- Reviewed service inquiries for accuracy, ensuring policy compliance and correct account handling.
- Coached peers on call handling, documentation practices, and de-escalation techniques.
Customer Service Trainor
2 Years 8 Months- Delivered customer service training on call handling, complaint resolution, and product knowledge.
- Coached representatives on communication standards, escalation steps, and policy compliance.
- Monitored training sessions to identify skill gaps and reinforce consistent service behaviors.
- Developed onboarding materials to support new hires through service processes and system navigation.
- Supported quality improvements by aligning training practices with customer satisfaction goals.
- Collaborated with supervisors to address performance issues and strengthen team readiness.
Education
Associate of Arts - Digital Arts
Skills
Customer service
Call center experience
Data entry
Conflict resolution
Call center operations
Product knowledge
Active listening
Critical thinking
Timeline
Customer Service Representative II
Charter INC.
06.2023 - CurrentRead More
Customer Service Representative Mentor
Pods Inc.
02.2019 - 06.2020Read More
Customer Service Trainor
Kraft Foods Inc.
05.2016 - 01.2019Read More
Union County College
Associate of Arts from Digital Arts
Read More