MARISSA JACKSON
Mascotte,FL
Summary
Committed professional with over 15 years of workforce experience and an expansive skill set including leadership, sales, strategic planning, data entry, customer service relations, and conflict resolution. Successful team builder with exceptional communication abilities, relationship-building and team leadership abilities.
Overview
13
13
years of professional experience
Work History
Cardmember Specialist
US Bankcorp
08.2022 - Current
- Reviewed, corrected or deleted data, verifying customer and account information
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills
- Followed operational standards, promoting security, risk management and compliance
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems
- Review account transactions for potential fraudulent activity
- Initiate fraud claims
- Manage 40 or more incoming calls daily
Reservations Supervisor
Wyndham Vacation Resorts
07.2015 - 08.2022
- Determine eligibility for vacation ownership offers, sell vacation travel packages, upselling and assist in booking reservations.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Handled price objections and used proper closing techniques to generate sales.
- Train and develop reservations agents by way of coaching and peer to peer mentorship
- Handle all escalated requests, whether via written correspondence or phone.
- Analyzed quality assurance data to identify trends and develop and implement corrective action plans.
- Analyzed and processed current data records to provide detailed reports.
- Track daily production & attendance, coach and performance manage team according to production standards
- Maintained 90% up-sell opportunities
Administrative Assistant
Optum, United Healthcare
08.2014 - 07.2015
- Supported business process by assisting Optum’s Medicare clients
- Primary responsibilities included:
- Assisted members with questions pertaining to their health plans
- Educated clients on plan details and processes
- Helped educate members regarding their part D drugs and medications.
Technical Support Agent
Convergys, AT&T
09.2012 - 08.2014
- Assisted clients by answering questions and solving problems involved with their technical service usage
- Served as an resource to internal support personnel
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Documented and updated case notes for each customer and work order.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Supported customers with online billing, access and account issues.
- Resolved 25 technical support inquiries per day.
Front End Supervisor/Stock Associate
Ross Dress for Less
06.2011 - 05.2012
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Trained new team members in cash register operation, stock procedures and customer services.
- Met high productivity standards in processing payments for customers.
- Learned roles of other departments to provide coverage and keep store operational.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Monitored cash drawers in 10 checkout stations to verify adequate cash supply.
Education
Associate of Arts - Business
Valencia College
Clermont, FL06.2025
Data Analytics Certification - Data Analytics
Coursera
Online11.2024
Skills
- CRM proficiency
- Team Leadership
- Business development and planning
- Negotiations
- MS Office
- Sales
- Upselling and negotiation
- Data analysis and reporting
- Training & Development
- Data Entry
- Customer relations
- Conflict mediation
- Strategic Planning and Review
- Multitasking and Prioritization
- Customer service
- Communication Skills
Accomplishments
- Awarded "Agent of the Year; Highest Revenue" in 2019
- Awarded “Employee of the Month” in 2015
- Awarded “Employee of the Month” in 2016
- Awarded “Highest Revenue 2nd Quarter” in 2017
- Awarded “Highest Revenue 2nd & 3rd Quarter” in 2018
- Awarded “Highest Revenue 1st, 2nd, 3rd & 4th Quarter” in 2019
- Awarded “Employee of the Month” in 2020
- Exceeded monthly quota 50+ times
- Used Microsoft Excel to develop inventory tracking spreadsheets
Timeline
Cardmember Specialist
US Bankcorp
08.2022 - Current
Reservations Supervisor
Wyndham Vacation Resorts
07.2015 - 08.2022
Administrative Assistant
Optum, United Healthcare
08.2014 - 07.2015
Technical Support Agent
Convergys, AT&T
09.2012 - 08.2014
Front End Supervisor/Stock Associate
Ross Dress for Less
06.2011 - 05.2012
Associate of Arts - Business
Valencia College
Data Analytics Certification - Data Analytics
Coursera