Marlene Farrell
Franklin,KY
Summary
Other Activities ● Murray High School Basketball 1974-1978, 4 yrs…Lettered ● Miss Spring 1978 ● Murray High Band National Champions 1979 ● Murray State Lady Racer Basketball
Overview
23
23
years of professional experience
Work History
Sn. Customer Care Representative
Rentokil-Terminix
04.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Senior Customer Care training in all lines of Pest Control.
- Training in Mission, Doss 4.0 Data Platform, and five-nine platform.
- Handle inbound high volume calls with new and existing customers wanting Pest Control Services. Handle all billing adjustments and credit, new sales creative and inbound leads, retention, schedule of services, and transferring calls to correct department.
Customer Service Representative
American Home Design Rain Soft Division
08.2022 - 02.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Customer Service Sales Representative for Rain Soft Division. Using five-nine platform outbound calls to prospective customers wanting water specialist to test homeowners water. Outbound calls, set up appointment times, retentions, and rebuttals.
Caretaker
Self Employed
06.2014 - 03.2022
- Ran errands for patient, did shopping, and picked up other necessities.
- Planned, prepared and served meals and snacks according to prescribed diets.
- Scheduled and accompanied clients to medical appointments.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
- ● Caretaker for my elderly Mother in her home until she passed in 2022. Handled all bills, including her stocks and IRA with Hillard & Lyons, all medicines, hygiene care, and making calls with nurses and Doctors for all of her needs.
C.S.S.R.I
Comcast
03.2009 - 06.2014
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Inbound Call Agent to meet phone service leads and sales goals with over 100 calls a day.
- Handled billing inquires, retention of new and existing Customers regarding their Cable, Internet, and Home Security.
- Increased sales numbers with continuous contests.
- Made Outbound calls on accounts that were set up for trouble calls.
- This action decreased number of truck rolls for company.
C.S.R.
Intermedia Cable
08.2000 - 09.2009
- Handled over 100 Inbound and Outbound Calls for New and existing Customers wanting Cable, Internet Services.
- Customer service skills training for billing, sales, retention.
- Monitored agents that led to decreasing amount of time to meet FCC Goals. .
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Science - Engineering Safety & Health
Murray State University
Murray, KY05.2028
High School Diploma -
Murray High School
Murray, KY05.1978
Skills
- Information Updates
- Information Extraction
- Workload Planning
- Corporate Standards
- Trained with Cisco Communications and skilled with Window, Apple Certified and Goldmine Platform
- Microsoft proficient including Word, Power Point, Excel and Outlook
- Skilled in dealing with people in comfortable manner whether with co-workers or supervisory personnel
- Was Awarded ICMI Customer Service Representative Diploma for completion of program with International Customer Management Division
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Sn. Customer Care Representative
Rentokil-Terminix
04.2023 - Current
Customer Service Representative
American Home Design Rain Soft Division
08.2022 - 02.2023
Caretaker
Self Employed
06.2014 - 03.2022
C.S.S.R.I
Comcast
03.2009 - 06.2014
C.S.R.
Intermedia Cable
08.2000 - 09.2009
Bachelor of Science - Engineering Safety & Health
Murray State University
High School Diploma -
Murray High School