Marilyn Guilty

Work History

Chicago Lighthouse (Illinois Tollway)

02.2024 - Current

Interacting with customers via telephone to provide support and information on I-pass and invoice accounts .
Processing customers financial applications,processing payments,performing reconciliation activities and investigating issues related to customer accounts
educate customers on the advantage of i-pass products to further improve market penetration levels
Handle extremely confidential information in accordance with PCI
Process orders for new transponders, activate transponders
Update important account information

Southern Airways Express

08.2023 - 02.2024

Greeting and checking passengers in safely
Loading and unloading passengers
Creating and modifying reservations
Assisting with loading and unloading luggage
Processing credit card payment
Review baggage tags for accuracy
Direct aircraft parking and dispatch on the ramp
Tow aircraft to proper parking position on the ramp
Ensuring FAA, airline and airport regulations are followed
Used computerized ticketing systems to process ticket orders accurately and securely.
Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
Researched and resolved customer ticketing issues to promote satisfaction.
Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.

Chicago Avenue Cafe And Lounge

08.2020 - 04.2022

Managed staff of six employees payroll, scheduling and training.
Actively managed sales generation from POS, online orders, and delivery services (uber eats) etc.
Interacted and implemented various food and beverage vendors.
Remedied all restaurant google reviews within (48) hours with response.
Promoted and planned hosted various events, weddings, birthday parties, comedy, and musical events
Participated and hosted multiple community events in association with chamber of commerce and affiliated area restaurants.
Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.

Asurion Insurance Services

01.2013 - 03.2022

Resolved consumers escalated concerns via phone, chat, and email contact.
Researched account for returned equipment
Tracked activity in CRM to support quality assurance
Managed denials and provided claim status update
Processed reimbursement checks and gift cards to consumers.
Interacted and partnered with internal and external leadership groups
Performed advance troubleshooting and resolutions to satisfactory resolve customers' reasons for contact.
Provided written and oral communication to customer, client and internal organization

Process claims for damaged , lost or stolen equipment
Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
Developed strong working relationships with external partners such as adjusters to facilitate efficient claim resolution processes.
Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.