Open To Work
Marisha Hampton
Anna,TX
Work Preference
Summary
Dynamic Support Analyst with over 5 years at Accenture, excelling in customer relationship management and problem-solving. Achieved significant improvements in ticket resolution times and customer satisfaction through process enhancements. Proficient in Softheon and Salesforce, I foster collaboration and drive results in high-pressure environments.
Overview
10
10
years of professional experience
Work History
Support Analyst Security Team Member
Accenture
Chicago, IL
09.2023 - 02.2026
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
- Established best practices for incident management, leading to improved response times and higher customer satisfaction levels.
Escalation Specialist
Accenture
Chicago, IL
09.2021 - 09.2023
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Safeguarded customer data privacy through strict adherence to company protocols when working with sensitive information.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
- Supported company growth by assisting with the development of new processes to handle increased volume of escalations effectively.
Subject Matter Expert
VDart/ Accenture
Chicago, IL
03.2021 - 09.2021
- Led initiatives to streamline processes, resulting in increased efficiency and improved service delivery outcomes.
- Mentored junior staff, fostering a collaborative environment that encouraged professional growth and development.
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
Pharmacy Tech CSR
Aerotek/ Walgreen Specialty
Dallas, TX
03.2020 - 03.2021
- Maintained clean, organized workspaces to support operational efficiency and uphold industry standards.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
Customer Service Representative
Teleperformance USA/ USAA
Shreveport, LA
08.2016 - 01.2020
- Provided efficient support to customers via phone and email, ensuring timely resolution of inquiries.
- Assisted in troubleshooting technical issues, enhancing customer satisfaction through effective problem-solving.
- Adapted quickly to new systems and procedures, streamlining operations for improved service delivery.
- Resolved complex customer issues by analyzing data and providing tailored solutions for enhanced experiences.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
High School Diploma -
Booker T Washington High School
Shreveport, LA05-1989
Skills
Support ticketing systems
Excellent communication and problem solver
5 plus years experience in a user focus customer service function
Detailed oriented with strong critical thinking skills
Customer relationship management
Proficient in Softheon, Optum Jira, and Salesforce applications
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Support Analyst Security Team Member
Accenture
09.2023 - 02.2026
Escalation Specialist
Accenture
09.2021 - 09.2023
Subject Matter Expert
VDart/ Accenture
03.2021 - 09.2021
Pharmacy Tech CSR
Aerotek/ Walgreen Specialty
03.2020 - 03.2021
Customer Service Representative
Teleperformance USA/ USAA
08.2016 - 01.2020
High School Diploma -
Booker T Washington High School