Summary
Overview
Work History
Education
Skills
Timeline
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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 Certification
12.2023

Paraprofessional -

San Jacinto College District
Pasadena, TX
08.2012

High School Diploma -

Dobie High School
Houston, TX
06.2011

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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Marissa Escalona