Marion Alford
Orlando,FL
Summary
Dedicated Customer Service Professional with 8 years of experience across diverse, high-pressure environments. Proven track record of resolving complex issues, maintaining meticulous records, and delivering exceptional technical and interpersonal support. Expert at deescalating tense situations and adapting communication styles to meet the needs of varied demographics.
Overview
8
8
years of professional experience
Work History
Customer Service Specialist
AdventHealth
Remote
02.2022 - 05.2025
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Provided exceptional customer service when interacting with clients regarding shipment inquiries or updates on their orders'' statuses.
Clerical Specialist
Seminole County Sheriff Office
Sanford, FL
03.2020 - 08.2021
- Streamlined daily operations by overseeing the implementation of jail policies and procedures.
- Monitored surveillance systems to detect unusual behavior or security breaches.
- Ensured timely resolution of inmate grievances by implementing an effective complaint tracking system and addressing issues promptly.
- Documented incidents and maintained accurate logs for legal and administrative purposes.
- Processed property and cash bond payments for bail.
- Monitored door access and security cameras to provide safety and security of facility.
Customer Service Representative
Progressive Insurance
Orlando, FL
06.2017 - 09.2019
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed policy changes and claims efficiently, ensuring compliance with company guidelines.
- Utilized CRM software to track interactions and maintain accurate customer records.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
Education
High School Diploma -
Mid Florida Tech
Orlando, FLSkills
- Excellent written and oral communication
- Data entry
- Problem resolution
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
Timeline
Customer Service Specialist
AdventHealth
02.2022 - 05.2025
Clerical Specialist
Seminole County Sheriff Office
03.2020 - 08.2021
Customer Service Representative
Progressive Insurance
06.2017 - 09.2019
High School Diploma -
Mid Florida Tech