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
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
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
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
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
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