Summary
Overview
Work History
Education
Skills
Timeline
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Markeisha Allen

Middle River,MD

Summary

Well-qualified support professional with a positive and friendly demeanor. Strong attention to detail, effective communication skills, and a solid history of tackling diverse and challenging requirements. Well-versed in administrative and telecommunications skills and working in a 24/7 uptime environment.

Overview

11
11
years of professional experience

Work History

Homeowner Support Specialist- Churn Mitigation

Vacasa
10.2023 - Current
  • Build and maintain strong relationships with existing Owners by understanding their needs, concerns, and preferences. Regularly communicate with them to address queries and provide solutions to any issues they might have.
  • Develop and implement retention strategies to improve owner satisfaction and loyalty. This might involve creating personalized experiences, offering loyalty rewards, and identifying opportunities for upselling or cross-selling products or services.
  • Gather feedback from owners regarding their experiences with the company's products or services. Analyze this feedback to identify trends and areas for improvement, and work with other departments to address owner concerns.
  • Work closely with other teams to ensure timely conflict resolution. Additionally, identify opportunities for upselling or expanding the range of services provided to existing owners.
  • Act as a point of contact for owners experiencing difficulties with the company's offerings. Collaborate with various internal teams to resolve issues promptly and effectively.
  • Educate owners about the full range of services or products offered by the company, ensuring they are aware of the benefits and value they can receive.
  • Maintain accurate and up-to-date records of owner interactions, feedback, and preferences in a customer relationship management system.

Senior Relocations Specialist

Vacasa
11.2020 - 10.2023
  • Assist in supervising relocation agents in relocating guests due to maintenance issues, homes being sold and other unforeseen circumstances.
  • Demonstrate customer excellence in handling escalated guests and situations pertaining to relocating homes.
  • Generate weekly team metrics report for customer service progress.
  • Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
  • Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
  • Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.

Call Center Manager

Focus Telecommunications
04.2013 - 06.2023
  • Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
  • Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
  • Assist in coordinating and distributing Call Center work over other Call Center staff
  • Demonstrate customer excellence in answering incoming phones and retrieval of voicemail messages
  • Schedule patient appointments and procedures in a timely and accurate manner, and inform patients of any necessary preparation under established guidelines
  • Initiate, route and follow-up on correspondence with clinicians regarding patient information, including efficient use of the electronic health record system in-boxes
  • Request and obtain accurate and timely health records from outside providers to support continuity of care
  • Prepare patient itineraries and assemble and mail patient information packets
  • Efficiently perform general office duties, including faxing, imaging documents, mail sorting and delivery
  • Greeting visitors, answering a high-volume of incoming phone calls and delivering world-class service to our customers.
  • Coordinating appointments and meetings and managing staff calendars and schedules.
  • Supervising, mentoring, training, and coaching our office staff and delegating assignmentsto ensure maximum productivity.
  • Coordinating domestic and international travel, including flight, hotel, and carrental reservations.
  • Creating presentations and other management-level reports.

Education

Some College (No Degree) - Criminal Justice

University of Maryland Eastern Shore
Princess Anne, MD

High School Diploma -

Parkdale High School
Riverdale, MD
06.1998

Skills

  • Call Management
  • Customer Relationship Management
  • Data Collection
  • Application Installations
  • Customer Service Orientation
  • Activity Planning
  • Training and Coaching
  • Critical Thinking
  • Escalation Handling
  • Conflict Resolution
  • Quality Assurance

Timeline

Homeowner Support Specialist- Churn Mitigation

Vacasa
10.2023 - Current

Senior Relocations Specialist

Vacasa
11.2020 - 10.2023

Call Center Manager

Focus Telecommunications
04.2013 - 06.2023

Some College (No Degree) - Criminal Justice

University of Maryland Eastern Shore

High School Diploma -

Parkdale High School

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Markeisha Allen