Markasha Pearson
Bonita Springs,FL
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. As well as motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
HSN
Remote, FL
01.2021 - Current
- Provide product/services information
- Answer questions
- Resolve any emerging problems that our customer accounts might face with accuracy and efficiency
- Manage high volumes of inbound calls
- Upsell products and services to customers when appropriate
- Escalate customer issues to the appropriate department or manager as needed
- Collaborate with other departments to resolve customer issues and concerns
- Follow communication scripts and use knowledge of the company's products and services to go offscript when necessary
- Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
- Processing orders and transactions
- Tracking customer service KPIs and metrics
- Communicating and coordinating with colleagues as necessary
- Manage accounts
- Data entry.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Project Coordinator
Reliable Permitting
Naples, FL
05.2021 - 01.2024
- Admin
- Manage projects
- Preview & Submit packages to the county
- Pull permits
- Manage emails
- Schedule inspections
- Escalate issues with customers
- Work in CRM
- Retrieve mail
- Request missing documents
- Data Entry
- Confer with customers by telephone or in person
- Keep records of customer interactions or transactions.
- Coordinated with internal departments as well as external vendors to ensure successful completion of tasks.
- Provided direction, guidance and support to team members throughout the duration of projects.
- Developed and implemented project plans, established timelines, tracked progress and ensured deadlines were met.
- Performed regular reviews of project documentation and communicated results with relevant personnel.
- Liaised with project managers to evaluate project scope and define milestones and deadlines.
- Served as point-of-contact to support order management, testing and reporting.
Tag and Title Clerk
Mercedes-Benz
Naples, FL
03.2020 - 06.2021
- Deposit cash / checks
- Sort and file files and paperwork
- Enter notes in CRM
- Retrieve mail
- Request missing documents.
- Managed and filed paperwork to transfer vehicle ownership title from dealer to purchaser for new, used and wholesale sales.
- Maintained current DMV title regulations knowledge for each state and processed compliant paperwork regardless of states involved.
- Assisted new vehicle owners to understand title transfer process and steps required of owners to finish process.
- Processed completed and signed title documents through electronic vehicle registration program and maintained expert knowledge of computerized systems.
- Collected purchase funds and verified confirmed lienholder payoff before processing title.
- Investigated and solved accuracy issues on titles, odometer readings and power of attorney.
- Posted and tracked titling transactions and completed month-end accounting reports.
- Performed data entry tasks to update customer accounts and maintain database records.
- Processed payments from customers using cash registers or credit card machines.
- Inspected paperwork for completeness, accuracy, and compliance with state regulations.
- Processed and prepared documents for vehicle registration, title transfer, lien placement, and other tag-related services.
- Provided exceptional customer service by responding to inquiries promptly and professionally.
Sales Merchandiser
Anderson Merchandiser
Naple, FL
01.2018 - 03.2020
- Collaborating with suppliers, manufacturers, and stores to ensure proper execution of plans
- Creating and organizing promotions and advertising campaigns
- Managing the educational materials for training employees
- Managing layout plans of store and maintain inventory of products
- Gathering information on market trends and customers' reactions to products
- Analyzing sales figures - reporting growth, expansion, and change in markets.
- Conducted regular store visits to evaluate merchandising standards and ensure compliance with corporate guidelines.
- Developed strong working relationships with store managers and other key personnel.
- Managed inventory levels across multiple stores ensuring appropriate stock levels at all times.
- Monitored competitor activity to identify potential threats or opportunities in the marketplace.
- Maintained relationships with key personnel of major accounts to ensure product availability and visibility.
Administrative Assistant
Summitwood LLC
Naples, FL
01.2017 - 12.2018
- Accounting
- Data Entry
- Confer with customers by telephone or in person
- Keep records of customer interactions or transactions
- Work a CRM.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Handled confidential documents in an organized fashion according to established protocol.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Provided secretarial and office management support while building cooperative working relationships.
- Responded effectively to sensitive inquiries or complaints.
- Scheduled appointments, meetings and events for management staff.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Tracked and submitted employee timesheets to prepare for payroll processing.
Unlicensed Pharmacy Technician
CVS Pharmacy
Naples, FL
01.2016 - 12.2017
- Enter and Update Insurance
- Sort and file prescriptions
- Maintain patient profiles, including lists of medications taken by individual patients
- Assist customers by answering simple questions, locating items, or referring them to the pharmacist for medication information.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
- Managed filing of prescriptions, both electronically and manually.
- Checked expiration dates on medications to ensure that only unexpired products were dispensed.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Restocked shelves with new supplies of medications as needed.
- Assisted in training new employees on pharmacy procedures.
- Organized work areas so that everything was easily accessible when needed.
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
Crew Member
Burger King
Naples, FL
01.2013 - 12.2016
- Performed cashier duties such as taking orders, collecting payments and providing change.
- Served food quickly for positive guest experiences.
- Kept restaurant lobby, front counter and restrooms neat and clean throughout shift.
- Wiped down tables and equipment, swept and refilled stock.
- Organized and restocked supplies to support operations and team productivity.
- Resolved customer complaints in a professional manner.
- Completed opening and closing tasks such as setting up workstations, cleaning surfaces and restocking supplies.
- Provided excellent customer service to maintain a positive atmosphere for guests.
- Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
- Took orders from patrons and input selections into store computer system.
- Followed all safety guidelines while operating equipment such as slicers, fryers and ovens.
Education
High School Diploma -
Lely High School
Naples, FL06-2016
Some College (No Degree) - Law (Pre-Law)
Florida Southwestern State College
Fort Myers, FLSkills
- Data entry
- Customer service
- Billing
- Cash handling
- Microsoft office
- Food safety
- Retail
- Excel
- Sales
- Pharmacy Technician Experience
- Merchandising
- Food Handling
- Pricing
- Planograms
- CRM Software
- POS
- Title Processing
- Clerical experience
- Data Collection
- Call Management
- Report Generation
- Paperwork Processing
- Customer Relationship Management (CRM)
Additional Information - Certifications And Licenses
- Food Handler Certification
- Driver's License
Personal Information
Work Permit: Authorized to work in the US for any employer
Accomplishments
- Customer Service Excellence Award
Languages
English
Native/ Bilingual
Timeline
Project Coordinator
Reliable Permitting
05.2021 - 01.2024
Customer Service Representative
HSN
01.2021 - Current
Tag and Title Clerk
Mercedes-Benz
03.2020 - 06.2021
Sales Merchandiser
Anderson Merchandiser
01.2018 - 03.2020
Administrative Assistant
Summitwood LLC
01.2017 - 12.2018
Unlicensed Pharmacy Technician
CVS Pharmacy
01.2016 - 12.2017
Crew Member
Burger King
01.2013 - 12.2016
High School Diploma -
Lely High School
Some College (No Degree) - Law (Pre-Law)
Florida Southwestern State College