MARIONNA BROOKS
Rosenberg,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
2024
2024
years of professional experience
Work History
Customer Service Representative
Urgently Roadside Assistance
Houston, TX
05.2022 - 09.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Received and logged incoming service requests from customers via telephone, email, and text message.
- Processed customer requests for emergency roadside assistance services including towing, tire changes, fuel delivery, jump-starts, lockouts, and winching.
- Dispatched roadside service technicians based on location and availability of personnel.
- Monitored technician progress in providing service to ensure timely completion of assignments.
- Maintained records of all dispatched calls and their resolutions in the company database.
- Provided customers with estimated time of arrival for service technicians as well as updates throughout the process.
- Researched customer information using various software applications to verify coverage levels and eligibility status.
- Communicated with vendors regarding billing issues or discrepancies on invoices.
- Responded promptly to customer inquiries while maintaining a professional demeanor at all times.
- Coordinated communication between customers, dispatchers and technicians by relaying job details or relevant updates regarding a case.
- Managed payment processing for completed jobs by collecting credit card information over the phone or entering it into an online system.
- Documented services performed, operations information, and dispatch details in system.
Customer Service Representative
Maximus
McLean, VA
09.2022 - 03.2023
- Processed applications for student loan consolidation and refinancing.
- Reviewed credit reports of applicants to assess creditworthiness and eligibility for loans.
- Provided guidance on the different types of loans available and advised customers on which option best suited their needs.
- Set up debt payment plans based on client credit, income and assets.
- Prepared reports for customers with delinquent and irreconcilable accounts.
Customer Service Representative
Maximus
Houston, TX
12.2021 - 11.2022
- Communicated professionally to explain COVID-19 screening procedures to staff members and visitors.
- Provided clear instructions to individuals on safety protocols and next steps if screening failed.
- Provided education about COVID-19 prevention, transmission, and safety measures.
- Maintained accurate records of test results and other relevant information in electronic health records system.
- Communicated test results to patients as well as referring physicians or other healthcare providers in a timely manner.
- Educated community members on the importance of following social distancing guidelines and wearing face coverings when out in public.
- Maintained accurate records of daily screenings and results in accordance with HIPAA regulations.
- Followed up with patients via telephone or email regarding their test results and answered any additional questions they may have had.
- Collected and compiled data to document performance or assess program quality.
Advocate
Convey Health Solutions
Lenexa, KS
11.2020 - 11.2021
- Maintained client confidentiality according to HIPAA regulations at all times.
- Update account information, such as temporary changes of address, for shipping.
- Educate members on how the supplemental OTC benefit works, including benefit amounts, products available, and frequency of coverage.
• Identify member complaints and grievances and escalate according to client-specific procedures.
• Assist health plan members with inquiries related to their OTC benefits and/or orders placed.
• Process requests for OTC items received from health plan members via mail or phone call.
• Look up over-the-counter medicines on the formulary to verify if they are offered.
- Make concise and detailed notations as they pertain to member records.
Cashier Team Lead
Circle K
Houston, TX
02.2018 - 07.2020
- Assisted cashiers with resolving customer complaints and inquiries.
- Provided guidance to cashiers on how to accurately ring up customers' purchases.
- Trained new cashiers on proper use of registers and store policies.
- Performed daily opening and closing procedures for the register area.
- Conducted inventory audits to ensure accuracy of product levels in the register area.
- Processed refunds and exchanges according to company policy.
- Greeted customers and answered any questions they had about the store's products and services.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Performed other duties as assigned by management.
- Accepted cash and credit card payments, issued receipts and provided change.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Helped customers find specific products, answered questions, and offered product advice.
Customer Service Representative
ILLUMIFIN
- Answered customer inquiries and provided accurate information regarding policy and long-term care services.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
Windfern High School
Cypress, TX06-2014
Skills
- Inbound and Outbound Calling
- Data Entry
- Product Knowledge
- Typing [Number] WPM
- Account updating
- Complaint resolution
- Professional telephone demeanor
- Call Center Operations
- Complaint Handling
- Credit card payment processing
- Payment Processing
- Active Listening
- Critical Thinking
- Reading Comprehension
- Follow-up skills
- Positive and professional
- Microsoft PowerPoint
- Problem-solving abilities
- Microsoft Outlook
- Document Control
Timeline
Customer Service Representative
Maximus
09.2022 - 03.2023
Customer Service Representative
Urgently Roadside Assistance
05.2022 - 09.2023
Customer Service Representative
Maximus
12.2021 - 11.2022
Advocate
Convey Health Solutions
11.2020 - 11.2021
Cashier Team Lead
Circle K
02.2018 - 07.2020
Customer Service Representative
ILLUMIFIN
Windfern High School
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