Markesha Reed
Euless
Summary
Office administrative professional with strong customer service expertise, known for efficiently resolving complaints and promoting satisfaction. Adept at adapting to change while utilizing Microsoft applications to support various operational needs.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Kalkomey Enterprises
Richardson
06.2024 - Current
- Resolved customer complaints efficiently, enhancing overall satisfaction and loyalty.
- Addressed customer issues with knowledgeable and friendly service, fostering positive experiences.
- Answer customer inquiries via chat, email, and phones. Provide accurate information regarding products and services.
- Remain calm and professional in stressful circumstances and effectively diffuse tense situations.
- Assisted in the office by organizing and processing return mail to ensure efficient communication.
- Provided administrative support for resource projects, coordinating tasks to streamline team efforts.
Consultant Care Rep
Norwex USA
Coppell
07.2020 - Current
- Assisted Consultants with shipping, tracking, order placement, account balance checks, data entry, and product inquiries to enhance customer satisfaction.
- Facilitated client communication through chat, email, and text to address inquiries and provide timely support.
- Processed warranty claims, returns, and exchanges to ensure seamless customer experiences.
- Answer inbound calls for a direct sales company.
- Host meetings and Huddles.
- Assist training specialist with OJT
Collections Representative
PRA Group
North Richland Hills
06.2023 - 04.2024
- Executed outbound collections for credit card holders, successfully recovering outstanding payments
- Managed customer accounts for timely resolution of outstanding debts.
- Communicated effectively with clients to negotiate payment arrangements.
- Utilized collection software to track account statuses and payments.
Customer Resolution Specialist
The Houston Jackson Group (Honda Financial Services)
Irving
11.2022 - 05.2023
- Executed soft collections, released titles and liens, established payment plans, managed accounts payable, assisted with total loss claims
- Resolved customer inquiries through effective communication and problem-solving skills.
- Collaborated with team members to streamline customer service processes and improve efficiency.
- Utilized CRM systems to track customer interactions and manage follow-up tasks.
Customer Service Representative
QualChoice Health Insurance
Little Rock
08.2017 - 06.2019
- Assisted members and healthcare providers with navigating patient account benefits and claims.
- Resolved member account issues through effective communication and support, enhancing overall member satisfaction.
- Assisted customers with product inquiries and order status updates.
- Resolved customer complaints through effective communication and problem-solving skills.
- Processed returns and exchanges following company policies and procedures.
Verification Representative
TCS STAFFING/ HMS INC
Irving
07.2015 - 11.2016
- Verified primary payer coverage for Medicaid, supporting cost containment efforts.
- Performed accurate data entry in healthcare verification applications to ensure compliance and reliability.
- Entered pertinent information promptly, maintaining high attention to detail for accuracy.
Claims Escalation Representative
Sykes Enterprise
Fort Smith
05.2014 - 04.2015
- Resolved customer merchant, credit, or ATM claims by investigating and deciding daily incoming claims using available resources and tools, resolving disputes, and addressing service requests/inquiries from various channels, ensuring compliance with bank policies.
- Issued (when applicable) debits or credit adjustment transactions to customers' accounts, process chargebacks and inform customer regarding pending claims.
- Ensured that all cases are resolved in compliance with industry regulations and bank procedures as well as integrity levels of the department's case management system and financial controls.
- Facilitated more complex cases as subject matter expert when difficult issues arose requiring deeper analytical and problem resolution skills.
- Exceeded department benchmarks for productivity and quality while training other analysts.
- Serviced banking centers and business partners by providing updates on merchant dispute status for existing claims, clarifying denied appeal claims, and addressing general inquiries within the bank's policies.
- Researched and resolved other general customer account inquiries as appropriate, while maintaining internal operational and financial controls and ensured that they are observed for all assigned cases.
Customer Dispatch Service Representative/receptionist
BLUE CROSS BLUE SHIELD
Tulsa
04.2013 - 01.2014
- Assisted clients with Blue Cross Blue Shield insurance policies through code transfer and data entry.
- Facilitated efficient call dispatching by maintaining telecommunications system.
- Documented and communicated actions, irregularities, and ongoing needs to ensure continuity among dispatch agents.
- Guided visitors to the correct employee and department locations.
Customer Relations Escalation Representative
IPACETTERS (AT&T)
Tulsa
04.2012 - 02.2013
- Facilitated resolution of highest-level escalations, exercising caution with sensitive customer complaints from various channels.
- Resolved customer complaints through verbal and written communication, maintaining a high degree of discretion.
- Advocated for customer needs during each call, ensuring their concerns were effectively addressed.
- Utilized other contact centers and customer service resources to assist in complaint resolution.
- Maintained a detail-oriented nature, managing multiple projects/assignments at one time.
Outbound Marketing Representative/ Dialer- Referral Specialist
NEIMAN MARCUS
Irving
10.2011 - 03.2012
- Conducted outbound calling campaigns to enhance company operating results.
- Assisted, responded to and initiated services for Neiman Marcus Direct/ Online customers by leveraging both inbound calling and subsequent follow-up procedural measures.
- Resolved customer delinquencies by utilizing resources to assist customers in bringing orders current.
- Coordinated with customers' financial institutions to secure payments and confirm billing details for delayed orders.
- Acted as liaison between financial institutions and customers.
Customer Care Associate
NEIMAN MARCUS
Irving
05.2011 - 03.2012
- Delivered outstanding service to customers through incoming and outbound calls and written correspondence.
- Promoted and sold products by assessing customer needs during interactions, enhancing customer satisfaction.
- Exceeded set sales metric goals month-over-month, contributing to Neiman Marcus's $46.48M business.
- Delivered First Call Resolution by implementing iCore tactics.
- Initiated and shared process and quality improvement ideas, contributing to a 7% profit margin increase.
Education
High school diploma -
Skills
- Customer Service
- CSR
- Call Center
- Customer Care
- Help Desk
- Technical Support
- Account Management
- Order Management
- CRM Software
- Data Management
- Microsoft Excel
- Microsoft Word
- Microsoft Windows
- Outlook administration
- Typing
- Data entry
- Service Improvement
- Technical assistance
- Research
- Phone etiquette
- Negotiation
- Office administration
- Financial services
Timeline
Customer Service Representative
Kalkomey Enterprises
06.2024 - Current
Collections Representative
PRA Group
06.2023 - 04.2024
Customer Resolution Specialist
The Houston Jackson Group (Honda Financial Services)
11.2022 - 05.2023
Consultant Care Rep
Norwex USA
07.2020 - Current
Customer Service Representative
QualChoice Health Insurance
08.2017 - 06.2019
Verification Representative
TCS STAFFING/ HMS INC
07.2015 - 11.2016
Claims Escalation Representative
Sykes Enterprise
05.2014 - 04.2015
Customer Dispatch Service Representative/receptionist
BLUE CROSS BLUE SHIELD
04.2013 - 01.2014
Customer Relations Escalation Representative
IPACETTERS (AT&T)
04.2012 - 02.2013
Outbound Marketing Representative/ Dialer- Referral Specialist
NEIMAN MARCUS
10.2011 - 03.2012
Customer Care Associate
NEIMAN MARCUS
05.2011 - 03.2012