Marissa Rayford
Temple Hills,MD
Summary
Forward-thinking professional with a Bachelor of Business Administration in Marketing from Kent State University, offering extensive expertise in customer service, administrative support, and marketing coordination. Proven ability to manage diverse tasks efficiently while maintaining a high standard of accuracy and professionalism. Skilled in Microsoft Office Suite, event planning, social media management, and IT help desk support. Experienced in creating and executing marketing campaigns, designing marketing collateral, and delivering exceptional customer service. Known for strong organizational skills and effective communication with stakeholders at all levels.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
The Bowen Group
2023.11 - Current
- Accurately record details of calls and other service requests in the expected time frame
- Ability to navigate CRM application to record caller data
- Organize and prioritize multiple tasks at a time
- Ask clarifying questions to identify complex requests for VA services and information
- Establish and maintain effective communication with VA employees, outside agencies, and the public
- Perform IT help desk support for incoming caller issues.
- Managed a high volume of inbound calls daily, demonstrating strong multitasking abilities and adherence to quality standards.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
Senior Administrative Associate
Allstate
2018.05 - 2023.10
- Maintain a new agent directory and update weekly
- Prepare and edit letters, reports, memos, and emails for senior level management
- Create and manage weekly email marketing blast reports disbursed to management
- Supervise and train members of the insurance issue team
- Coordinate quarterly seminars for the sales team
- Field and transfer incoming calls to the sales manager
- Arranged business travel details for company employees per supervisor requirements.
- Kept files and records in content management systems such as MS SharePoint, EXCEL and others.
- Wrote and prepared deliberate agendas for company meetings.
- Coordinated trainings for new team members, overseeing onboarding details.
- Assisted supervisory staff with management of complex calendars and to-do lists to support organization and productivity.
Account/Marketing Specialist
Blueline Security Services
2016.06 - 2018.05
- Created and managed database for each contracted client
- Created, developed, and managed all social media content associated with the business
- Calculated, and processed billing each week for all clients
- Created business proposals for quote requests received daily
- Brainstormed and developed ideas for creative marketing campaigns
- Analyzed monthly quotes to contract reports, and report findings to upper management
- Coordinated meetings with potential clients and upper management
- Designed and created monthly email marketing blast to drive business
- Performed marketing campaign activation through company sponsored events and promotional marketing collateral.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
- Managed budgets effectively, consistently staying within financial constraints while maximizing resource allocation for optimal results.
Account Manager
Global Vision Group Inc.
2014.09 - 2016.06
- Developed and managed relationships with fortune 100 clients
- Performed marketing campaign activation through advertising, trade shows, company events and promotional collateral
- Implemented marketing plans, including product positioning, campaign strategies, sales, and HR
- Provided product/service support in order to establish proper channels of information and communication
- Taught and trained new hires
- Lead and ran impacts meetings for sales representatives
- Analyzed sales reports and conducted a weekly analysis
- Built knowledge of the marketing systems implemented during each customized client promotion/field campaign.
Customer Service Manager
Wal-Mart Inc.
2008.12 - 2014.11
- Maintained front end in accordance with company policies
- Supervised 15 associates in the area of responsibility
- Lead financial service operations for the front end (voids, returns, overrides, audits.) Counted money in cash drawers at the beginning of shifts to ensure that amounts are correct
- Maintained clean and orderly checkout areas
- Established & identified prices of goods, services or admission, and tabulated bills using the register
- Provided excellent customer service to customers.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Virtual Sales/ Marketing Intern
Third Channel Inc. (3C)
2013.08 - 2013.12
- Drove customer growth and product sales for matched brands
- Promoted and managed sales through social media outlets and direct sales strategies
- Operated a digital storefront for the brand
- Created, implemented, and evaluated sales techniques that yielded the strongest results.
Marketing Intern
American Family Life Assurance Company (AFLAC)
2012.07 - 2013.11
- Developed and designed marketing collateral for sales representatives
- Coordinated multiple sales events to promote the benefits of the insurance industry
- Performed multiple administrative/clerical tasks to increase the efficiency of the office
- Used analytical skills to create sales presentations
- Performed marketing research on prospective clients
- Practiced communication techniques invaluable for persuasion over the phone.
Education
Bachelor of Business Administration - Marketing
Kent State University
Kent, Ohio12.2013
Skills
- Microsoft Office Suite
- Event Planning
- Campaign Activation
- Schedule/Calendar Management
- Marketing Collateral Design
- Basic HTML
- Customer Service Training
- Beginner Spanish
- Organization & Planning
- Social Media Management
- Content Creation
- Help-Desk Support
- Software Troubleshooting
- Customer Relations
- Customer Service
- Call center experience
- Problem Resolution
- Data Entry
- Administrative Support
- Call Center Operations
- Escalation management
- Complaint resolution
- Account Management
- CRM Software
Certification
CompTIA ITF + Certification, 06/2024
Referencesavailable
Available Upon Request
Volunteer Experience
Big Brothers and Big Sisters Organization, Mentor, 08/2008, 02/2009
Timeline
Customer Service Specialist
The Bowen Group
2023.11 - Current
Senior Administrative Associate
Allstate
2018.05 - 2023.10
Account/Marketing Specialist
Blueline Security Services
2016.06 - 2018.05
Account Manager
Global Vision Group Inc.
2014.09 - 2016.06
Virtual Sales/ Marketing Intern
Third Channel Inc. (3C)
2013.08 - 2013.12
Marketing Intern
American Family Life Assurance Company (AFLAC)
2012.07 - 2013.11
Customer Service Manager
Wal-Mart Inc.
2008.12 - 2014.11
Bachelor of Business Administration - Marketing
Kent State University
CompTIA ITF + Certification, 06/2024
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