MARIE CELINO
Midvale,UT
Summary
Upbeat, knowledgeable, and efficient Member Services Representative equipped to managing positive member interactions and provide exemplary customer service. Promote products and services, answer questions, and seek timely resolutions to satisfy members and maintain high productivity. Excellent communicator with attention to detail and good account management skills.
Overview
37
37
years of professional experience
Work History
Customer Solutions Associate
Find a Grave, Ancestry
07.2014 - Current
- Addressed customer concerns and provided timely resolution to mitigate complaints.
- Communicated new and relevant information to customers and followed up on promises.
- Followed established protocols for escalating customer complaints to management. Provided all the necessary research into the complaint before escalating.
- Answered calls or emails from customers and assisted with special requests or resolving complaints.
- Trained new associates on product and policies.
- Monitor and handle Social Media inquiries. Assisted and resolved conflicts in Social Media outlets.
Lead Fitting Room Associate
Walmart
07.2019 - 02.2025
- Oversaw fitting room operations, ensuring a seamless customer experience and optimal merchandise presentation.
- Trained and mentored new associates on fitting room protocols and customer service standards.
- Collaborated with management to implement process improvements that enhanced efficiency in fitting room workflow.
- Managed inventory control within fitting rooms, ensuring accurate stock levels and organization of merchandise.
- Answered phone calls
Customer Solutions Associate
Member Services, Ancestry
09.2013 - 07.2014
- Engaged with customers to understand and resolve issues and answer product questions.
- Referred unresolved customer grievances to designated departments for further investigation.
- Kept records of customer interactions and transactions and recorded details of inquiries, complaints, and actions taken.
- Investigated product concerns and communicated with departments to understand customer issues.
- Completed calls and followed scripts to maintain good call control.
- Processed orders and coordinated delivery schedules to meet customer needs.
- Updated customer accounts with current personal and purchasing information.
- Monitored content and engagement trends, tested new strategies, and communicated with key stakeholders to foster understanding of strategy and improvements.
- Assisted customers with product and service problems and inquiries via social media platforms.
Customer Service Dispatcher/Route Analyst/Payroll
NV Energy
03.2002 - 06.2013
- Determined charges for services requested, collected deposits or payments, and arranged for billing.
- Completed calls and followed scripts to maintain good call control.
- Met and exceeded daily service quality and performance goals.
- Referred unresolved customer grievances to designated departments for further investigation.
- Provided assistance to field workers as a dispatcher.
- Assign and communicate Itron handheld assignments for Fieldworkers daily. Complete daily form process and upload data to the billing department.
- Assisted with payroll completion and submission.
Email/Phone Quality Monitor Customer Service
Provision Financial - Aria
01.2000 - 02.2002
- Distributed customer complaint and feedback data to appropriate personnel for incorporation into future operations and production efforts.
- Prioritized workloads to successfully manage large volume of emailed support requests daily.
- Switched between knowledgebases to manage support work for different client accounts.
- Connected with prospective, new, and established customers to assess and exceed individual needs.
- Provided solutions, recommendations, and replacements with empathy and positive feedback.
- Answered incoming calls and assisted customers with questions.
- Delivered high level of service and support to customers as company ambassador.
- Handled escalated callers constructively to provide positive outcomes for members.
- Assisted in taking web payments and payment arrangements.
- Monitored emails and calls for Quality assessments.
Licensed Physical Therapist
Sunrise Hospital inter mountain Healthcare
03.1989 - 01.2000
- Communicated expectations on treatment and progression targets by discussing rehab program and therapy sessions.
- Implemented and managed clients' treatment plans to meet individual targets.
- Developed therapy plan of care and advised on patient discharge plans.
- Reviewed patient history, health records, and initial findings with doctor.
- Evaluated patient conditions against treatment goals and updated strategies to increase range of motion, strength, or mobility.
- Applied diagnostic tests to determine prognosis for different muscles, nerves, and joints.
- Used diverse exercises to improve joint mobility and stabilize weak areas.
- Followed physician orders to plan successful physical therapy programs leveraging combined methods and modalities.
- Assisted patients with making informed decisions about their treatments by fully discussing risks and benefits of each strategy.
- Used supporting treatments like heath and ultrasound to improve the outcomes associated with standard approaches.
Education
Bachelor of Science - Physical Therapy
Cebu Doctors' University
Cebu City, Cebu, Philippines03.1988
Bachelor of Arts - Biology
Cebu Institute of Technology
Cebu City, Cebu, Philippines03.1985
Skills
- Data entry
- Organization and recordkeeping
- Problem resolution
- Inbound call answering
- Product education
- Multitasking
- Task prioritization
- Training
- Process transactions
- Investigate claims
- Trained in Salesforce
- Customer service excellence
- Product knowledge
- Collaboration
- Research
Timeline
Lead Fitting Room Associate
Walmart
07.2019 - 02.2025
Customer Solutions Associate
Find a Grave, Ancestry
07.2014 - Current
Customer Solutions Associate
Member Services, Ancestry
09.2013 - 07.2014
Customer Service Dispatcher/Route Analyst/Payroll
NV Energy
03.2002 - 06.2013
Email/Phone Quality Monitor Customer Service
Provision Financial - Aria
01.2000 - 02.2002
Licensed Physical Therapist
Sunrise Hospital inter mountain Healthcare
03.1989 - 01.2000
Bachelor of Arts - Biology
Cebu Institute of Technology
Bachelor of Science - Physical Therapy
Cebu Doctors' University