Summary
Overview
Work History
Education
Skills
Timeline
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Marlana Knight

Yukon,OK

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

10
10
years of professional experience

Work History

Insurance Replacement Representative

Hertz
05.2023 - 12.2023
  • Via in and outbound calls, texts, and email evaluated customer and insurance agents' needs and concerns providing feedback to drive product and services.
  • Developed and maintained positive customer relations and coordinate with team members to properly handle requests and questions.
  • Researched relevant resources to assist members, identified member representation needs and troubleshot next steps to provide optimal support for member.
  • Provided valuable input during team meetings, resulting in the identification of new opportunities for growth and development within the organization.

Body Shop Liason

Hertz
11.2015 - 05.2023
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Collected and analyzed data and feedback to identify opportunities to improve relationship between other entities and business.
  • Created and managed project plans
  • Liaised between internal departments and external partners to promote efficient communication and collaboration.
  • Maintained up-to-date knowledge of industry trends, sharing insights with colleagues to drive continuous improvement efforts.
  • Maintained database systems to track and analyze operational data.
  • Gathered, organized and input information into digital database.
  • Evaluated customer needs and feedback to drive product and service improvements.

Hertz 24/7 Customer Service Agent

Hertz
09.2013 - 11.2015
  • Implemented and developed customer service training processes.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Clearly communicated product features and benefits, helping customers make informed decisions.
  • Updated account information to maintain customer records.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Entered customer interaction details in department system to track requests, document problems, and record solutions offered.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer calls and emails to answer questions about products and services.
  • Promptly responded to inquiries and requests from prospective customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.

Education

General Studies

Basic High School
Henderson, NV

Associate of Science - General Studies

Clark County Community College
Las Vegas, NV

Skills

  • Idea Development and Brainstorming
  • Account developm
  • Issue Research
  • Client Service
  • Call Center industry expertise
  • Systems and software expertise
  • Customer Support
  • Quantitative skills
  • Cross-Functional Multi Tasking expertise

Timeline

Insurance Replacement Representative

Hertz
05.2023 - 12.2023

Body Shop Liason

Hertz
11.2015 - 05.2023

Hertz 24/7 Customer Service Agent

Hertz
09.2013 - 11.2015

General Studies

Basic High School

Associate of Science - General Studies

Clark County Community College

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Marlana Knight