Marissa Coleman
Mesa,Arizona
Summary
Online Support Specialist with a strong track record in customer service and problem-solving. Skilled in addressing customer inquiries efficiently while maintaining high satisfaction levels. Known for excellent team collaboration and adaptability to changing needs. Proficient in communication, support software tools, and delivering effective solutions for continuous improvement.
Overview
3
3
years of professional experience
Work History
Online Support Specialist
Upgrade
08.2024 - Current
- Led a CSAT initiative analyzing customer feedback data to uncover trends and identify actionable improvements in processes, macros, and individual performance, directly enhancing service quality and efficiency.
- Rewrote and optimized 20+ email macros, streamlining communication workflows and ensuring more accurate, empathetic, and professional responses to customer inquiries.
- Actively contributed to peer support and cross-functional communication in Slack, helping team members resolve issues and navigate internal tools and processes more effectively.
Customer Support Team Lead
IntouchCX
08.2023 - 06.2024
- Guided and offered constructive feedback to a team of 15+ employees, resulting in a 25% improvement in quality assurance ratings
- Utilized data and analytics to track team performance, identify trends, and develop action plans to address any performance gaps
- Developed and implemented training programs that increased team proficiency in customer service, complaint resolution, and product knowledge, resulting in a 20% improvement in customer satisfaction scores
Insurance Sales Executive
USHEALTH Advisors
09.2022 - 06.2023
- Maintained a high client retention rate of 95% by providing excellent service and building strong relationships
- Adapted communication style and language to match the individual needs and preferences of customers, ensuring effective comprehension and engagement during product demonstrations
- Established a robust sales pipeline by successfully generating new customer accounts through strategic cold calling and targeted email campaigns
- Exceeded quarterly sales targets by an average of 30%, through networking and upselling
Logistics Sales Executive
Total Quality Logistics
11.2021 - 09.2022
- Built and nurtured strong relationships with carriers and clients, resulting in an 80% increase in repeat business and referrals
- Generated over $1M in new business opportunities for TQL, leveraging lead generation and cold calling
- Successfully operated in a fast-paced environment, overseeing the end-to-end sales cycle by engaging with senior-level executives, to drive business opportunities and secure sales
Education
Diploma -
Campo Verde High School
Gilbert, AZSkills
- Workflow optimization
- Complaint Resolution
- Zendesk & CRM Proficiency
- Strong written communication
- Cross-functional Collaboration
- Goal-oriented performance management
- Analytical problem solving
- Time Management & Prioritization
- Quality Assurance
Timeline
Online Support Specialist
Upgrade
08.2024 - Current
Customer Support Team Lead
IntouchCX
08.2023 - 06.2024
Insurance Sales Executive
USHEALTH Advisors
09.2022 - 06.2023
Logistics Sales Executive
Total Quality Logistics
11.2021 - 09.2022
Diploma -
Campo Verde High School
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