Summary
Overview
Work History
Education
Skills
Websites
Technical Tools
Timeline
Generic

Marisa Sellers

Valley,AL

Summary

Self-motivated and personable customer service leader with extensive experience in high-volume call centers. Proven track record in driving customer satisfaction, enhancing operational efficiency, and mentoring new team members. Proficient in Salesforce and other CRM tools, with experience in developing and delivering impactful customer service training programs. Expert in client support, adept at resolving complex issues and improving customer satisfaction. Strong communicator skilled in conflict resolution and providing technical assistance. Collaborative team player focused on achieving results, with the ability to adapt to evolving needs. Demonstrates strong organizational skills, empathy, and effective problem-solving abilities.

Overview

15
15
years of professional experience

Work History

Client Support Specialist Intakes

The Key
05.2024 - Current
  • Collected client details, generated leads, and coordinated assessment appointments.
  • Facilitated intake and scheduling for over 120,000 clients across multiple homecare agencies in the US and Canada, acting as a local representative for each agency to ensure seamless client interactions.
  • Delivered outstanding customer service through phone, chat, and email, consistently showing empathy, care, and attentiveness to meet and resolve client needs effectively.
  • Consistently earned 90% and above on quality metrics while also maintaining a strong percentage of assessments scheduled relative to total number of intake calls received
  • Performed audits on leads and opportunities to identify trends, enhance efficiency, and develop new processes and procedures.


Client Support Specialist

The Key
03.2023 - 05.2024
  • Provided telephone coverage and scheduling support for multiple homecare agencies
  • Managed high-volume inbound and outbound calls, acting as a local representative for multiple homecare agencies and delivering concierge-level customer support.
  • Delivered exceptional customer service through phone, chat, and email, consistently displaying empathy, care, and attentiveness to effectively meet and resolve client needs.
  • Accurately maintained detailed client records in company systems, ensuring adherence to privacy and security protocols.
  • Chosen as a mentor for new hires, leading their training on phone systems and processes, and supporting the successful onboarding and growth of new team members.

Web Technician

Intrado
11.2011 - 01.2023
  • Facilitated training on various applications, troubleshot issues, and performed network security tasks
  • Facilitated functionality training on web products utilized at Intrado, including WebEx, Jabber, InterCall Online, Cloud Connect Audio, Adobe Connect, InterCall Unified Meeting, MobileMeet, BlueJeans, and MS Teams
  • Delivered network security and workstation troubleshooting to address technical issues related to Intrado's web conferencing systems
  • Collaborated with web vendors to resolve intricate technical issues
  • Managed web email queues in Salesforce
  • Subject Matter Expert (SME) and creator of job aids and instructional materials using Zendesk

Event Operator

Intrado
10.2009 - 11.2011
    • Supported customers with audio issues and applications related to online meetings and calling services
    • Provided guidance to customers on audio profile and feature inquiries
    • Supported customers with various audio issues on the Reservationless Plus, Reservationless Pro, Reservationless Express, and Compunetix platforms
    • Provided Tier 1 web support for WebEx, Live Meeting, and InterCall Online

Education

Some College (No Degree) - Chemical Engineering

Southern Union State Community College
Opelika

Skills

  • Interpersonal and written communication
  • Client Relationship Building
  • Empathy and patience
  • Support inquiry assistance
  • Problem Solving
  • Active listening
  • Strong Computer Skills
  • Excellent Customer Service Experience
  • Coaching/Mentoring
  • Salesforce
  • Freshdesk
  • ClearCare/Wellsky
  • Service Now
  • MS Teams
  • WebEx
  • Zoom
  • Microsoft Office Suite
  • Google Workspace

Websites

Technical Tools

Salesforce, Freshdesk, ClearCare/Wellsky, Service Now, MS Teams, WebEx, Zoom, Microsoft Office Suite, Google Workspace

Timeline

Client Support Specialist Intakes

The Key
05.2024 - Current

Client Support Specialist

The Key
03.2023 - 05.2024

Web Technician

Intrado
11.2011 - 01.2023

Event Operator

Intrado
10.2009 - 11.2011

Some College (No Degree) - Chemical Engineering

Southern Union State Community College

Similar Profiles

CREATE PROFILE
Marisa Sellers