Marion Copes
Brundidge,AL
Summary
Dedicated and personable Customer Service Representative with over 13 years' experience, exceptional support and resolving customer issues efficiently. Proven ability to handle high volume inquiries, manage customer relationships, and deliver solutions that enhance customer satisfaction. Skilled in communication, problem solving and multi-tasking, with a strong commitment to maintaining a positive and professional demeanor. Seeking to leverage my expertise to contribute to a dynamic team and drive customer success.
Overview
9
9
years of professional experience
Work History
Service Operator
CGI Technologies and Solutions
Troy, AL
11.2023 - Current
- Ensured compliance by accurately preparing claims and verifying discounts prior to submission.
- Ensured accuracy of customer information and application numbers.
- Achieved claim completion within set timeframes.
- Conducted research on unbalanced accounts and implemented necessary corrections.
Collections Agent
CGI Technologies and Solutions
01.2019 - 10.2023
- Exceeded performance targets through diligent task completion and exceptional attention
- Improved customer satisfaction by efficiently addressing and resolving service issues.
- Maintained accurate records of completed tasks, enabling effective performance tracking and evaluation.
- Optimized resource allocation, ensuring timely completion of assigned tasks.
- Assisted colleagues as needed, fostering a collaborative work environment that promoted success across the entire team.
- Provided current progress information to customers to maintain strong relations.
- Provided excellent customer care, consistently receiving positive feedback from clients and management alike.
- Participated in regular team meetings to discuss project progress, challenges, and potential solutions.
- Actively sought ways to improve personal skills and knowledge, staying current with industry trends and advancements in technology relevant to the role of a Service Operator.
- Demonstrated strong problem-solving abilities when faced with unexpected challenges during service operations, finding ways to resolve them effectively while maintaining high-quality standards throughout each task performed.
- Exceeded monthly required collection goal of $35,000 and was in the top 3 performance collectors until project ended.
Customer Service Representative
Atterro
Troy, AL
10.2018 - 01.2019
- Managed high-stress situations, maintaining professionalism while resolving conflicts.
- Resolved customer complaints empathetically, boosting loyalty and repeat business.
- Handled escalated calls efficiently, satisfying both customers and company needs.
- Responded to customer requests regarding products and services.
- Enhanced satisfaction by addressing concerns promptly with accurate information.
- Developed product knowledge to make informed recommendations tailored to customers.
- Established rapport through active listening, increasing retention and positive feedback.
- Maintained detailed records of interactions, ensuring follow-up and issue resolution.
- Assisted customers with navigating the website and placing online orders.
- Collaborated with team members to establish best practices for customer service.
- Provided coaching to new hires, aiding their successful team integration.
- Exceeded performance metrics consistently, recognized as a top performer.
Cook Operator
Pepi Foods
Brundidge, AL
10.2016 - 09.2018
- Boosted customer satisfaction by preparing quality meals promptly.
- Increased efficiency through multitasking and task prioritization.
- Collaborated with team to ensure smooth workflow and timely dish delivery.
- Maintained organized kitchen workspace for efficiency and safety.
- Managed inventory, optimizing orders to cut costs while ensuring stock availability.
- Fostered positive work environment by promoting communication on best practices.
- Participated in events like catering to enhance revenue.
- Adhered to dietary restrictions while creating flavorful meals.
- Ensured compliance with health regulations via regular inspections and cleaning.
- Streamlined operations by standardizing recipes for quality control.
- Reduced food waste through portion control and efficient planning.
- Trained new staff on cooking techniques and kitchen safety procedures.
- Earned recognition for exceptional performance during busy periods.
Education
Bachelor - Health Care Administration
Ashford University
San Diego, CAPike County High School
552 South Main Street Brundidge AL 3601005.1997
Skills
- Basic mathematical calculations
- Call center experience
- Regulatory compliance
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Team collaboration
- Active listening
- Effective communication
- Adaptability and flexibility
- Relationship building
- Team building
- Task prioritization
- Self motivation
- Interpersonal skills
- Computer literacy
- Goal setting
- Professionalism
- Quality control
- Time management abilities
- Continuous improvement
- Adaptability
- Written communication
- Quality assurance
- Professional demeanor
- Resource management
References
- Tyeshia Hill, Supervisor, CGI Technologies and Solutions
- Jessica King, Supervisor, CGI Technologies and Solutions
- Nykeea Stirkens, Project Manager, CGI Technologies and Solutions
Timeline
Service Operator
CGI Technologies and Solutions
11.2023 - Current
Collections Agent
CGI Technologies and Solutions
01.2019 - 10.2023
Customer Service Representative
Atterro
10.2018 - 01.2019
Cook Operator
Pepi Foods
10.2016 - 09.2018
Bachelor - Health Care Administration
Ashford University
Pike County High School