Marissa Felix
Yuma,AZ
Summary
Personable and dedicated Customer Service Representative with extensive experience in the call center industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships and cultivating partnerships.
Overview
7
7
years of professional experience
Work History
Registrations Clerk
Westwind Enterprises
10.2022 - Current
- Managed high call volumes while accurately scheduling appointments and directing calls to appropriate departments as needed.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Identified and resolved discrepancies and errors in customer accounts.
Program Service Evaluator
DEPARTMENT OF ECONOMIC SECURITY
07.2021 - 05.2022
- Reviewed claims and adjudicated monetary and separation issues after conducting investigative fact-finding
- Research of law sources and applied knowledge of state and federal statutes
- Cross examine claimants and employers for verification purposes
- Analyze and monitor reports to identify, validate, and document areas of individual and department trends
Front Office Clerk
B&B Auto Sales
01.2019 - 01.2022
- Performed clerical work for B&B Auto Sales, gained experience and knowledge with Microsoft Office programs, received payments in person as well as over the phone, scheduled appointments
Member Service Representative
CONVEY HEALTH SOLUTIONS
11.2017 - 03.2018
- Helped members resolve account problems and navigate internal systems to handle routine needs
- Cross-trained in different internal databases and service positions to help team members meet coverage demands
- Evaluated customer account information to assess current issues and determine potential solutions
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Processed customer account changes, i.e phone numbers, addresses, insurances
- Assisted in maintaining accurate records by verifying and updating member account information
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions
- Handled approximately 75 calls each day, including new sign-ups, service cancellations and cross-selling opportunities
- Managed administrative requirements to keep records up to date and complete timely forms for customer needs
Education
GENERAL STUDIES -
Arizona Western College
Yuma, AZSkills
- Account management
- Customer support
- Database maintenance
- Microsoft expertise
- Call Center Experience
- Customer relations
- Office equipment proficiency
- Inbound and outbound calling
- Technologically savvy
- Schedule mastery
- High-energy attitude
- Active listener
- Bilingual, English and Spanish
Volunteer Experience
Front Office Clerk, 01/01/19, 12/31/22, Performed clerical work for B&B Auto Sales, gained experience and knowledge with Microsoft Office programs, received payments in person as well as over the phone, scheduled appointments.
Timeline
Registrations Clerk
Westwind Enterprises
10.2022 - Current
Program Service Evaluator
DEPARTMENT OF ECONOMIC SECURITY
07.2021 - 05.2022
Front Office Clerk
B&B Auto Sales
01.2019 - 01.2022
Member Service Representative
CONVEY HEALTH SOLUTIONS
11.2017 - 03.2018
GENERAL STUDIES -
Arizona Western College
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