Marissa Escalona
Cypress,TX
Summary
Dynamic customer service professional with a proven track record at United Site Services, adept at enhancing customer retention through effective problem-solving and communication. Skilled in Salesforce CRM and data entry, I excel in high-pressure environments, consistently achieving improved response times and elevating customer satisfaction.
Overview
14
14
years of professional experience
Work History
Remote Regional Support Services - West Division
United Site Services
118 Flanders St. Westborough, MA 01581
10.2023 - Current
- Managed high call volume with approximately 30 incoming calls and emails exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Logged call information and solutions provided into internal database.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Reduced response times for urgent requests by implementing an effective prioritization system for incoming tickets.
- Responded proactively and positively to rapid change.
Overnight Front Desk Receptionist
Oasis - Park Creek Independent Senior Living
16718 Huffmeister Rd. Cypress, TX 77429
12.2017 - 09.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Scheduled, coordinated and confirmed appointments and meetings.
- Answered multi-line phone system and transferred approximately 30 incoming callers to appropriate department or staff member.
- Collected room deposits, fees, and payments.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Trained new team members on company procedures, customer service and issue resolution.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Online Membership Sales Consultant
24 Hour Fitness
10011 Broadway St Suite 107, Pearland, TX 77584
03.2015 - 11.2017
- Crafted engaging email campaigns that highlighted new products, promotions, or relevant industry news to keep subscribers informed and engaged.
- Conducted an average of 30 daily outbound communications, including calls, emails, and faxes, to effectively address customer inquiries and provide timely assistance.
- Implemented upselling techniques during customer interactions, leading to higher average transaction values.
- Managed online metrics and made recommendations for continued improvement and optimization.
- Developed comprehensive knowledge of products, enabling effective recommendations for customers based on their needs and preferences.
- Monitored online marketplaces for accuracy, product offerings and pricing and influenced data sources to identify gaps and opportunities.
Fine Jewelry Sales Consultant
Sears
300 Baybrook Mall, Friendswood, TX 77546
08.2011 - 04.2015
- Acquired in-depth product knowledge through continual training sessions and industry research, enabling informed recommendations for clients seeking guidance.
- Maintained an organized display area for fine jewelry items, creating an inviting environment that encouraged browsing and shopping.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Collaborated closely with team members to meet monthly sales targets consistently.
- Managed efficient cash register operations.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Recommended complementary purchases to customers, increasing revenue.
- Successfully met and maintained over 60% of my new member complimentary rewards sign-up targets.
Education
Ordained Minister
Universal Life Church
Remote Certification12.2023
Paraprofessional -
San Jacinto College District
Pasadena, TX08.2012
High School Diploma -
Dobie High School
Houston, TX06.2011
Skills
- Inbound Customer Service
- Data Entry
- Account updating
- Order Fulfillment
- Salesforce CRM
- POS Systems and Ordering Platforms
- De-Escalation Techniques
- Remote Office Availability
- Customer Retention Strategies
- Policies and Procedures Adherence
- Microsoft Office
Timeline
Remote Regional Support Services - West Division
United Site Services
10.2023 - Current
Overnight Front Desk Receptionist
Oasis - Park Creek Independent Senior Living
12.2017 - 09.2023
Online Membership Sales Consultant
24 Hour Fitness
03.2015 - 11.2017
Fine Jewelry Sales Consultant
Sears
08.2011 - 04.2015
Ordained Minister
Universal Life Church
Paraprofessional -
San Jacinto College District
High School Diploma -
Dobie High School