Marley Pericles
Miami
Summary
Experienced with call center and managing high-volume calls with strong background in customer service and communication. Adept at resolving issues efficiently and maintaining customer satisfaction. Skilled in active listening, problem-solving, and using CRM software effectively. Dependable and results-oriented with passion for delivering quality service. Bilingual Customer Service & Technical Support Specialist with experience in airline reservations, hotel bookings, and tax software support. Skilled in handling high call volumes, troubleshooting software, and guiding customers through complex processes with professionalism and empathy. Proficient with Sabre and other reservation systems, as well as remote support tools. Known for adaptability, problem-solving, and delivering exceptional customer experiences. Fluent in English and French.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Tax Specialist
Turbo Tax
Remote
01.2026 - 04.2026
- Prepared and filed individual tax returns using TurboTax software for diverse clientele.
- Assisted clients in understanding tax regulations and compliance requirements to ensure accurate filings.
- Conducted thorough reviews of client documentation to identify potential deductions and credits.
- Collaborated with team members to streamline workflows, enhancing overall efficiency during peak tax season.
Customer Associate
Health One Program
Remote
01.2025 - 2026
- Assisted customers with inquiries, providing accurate information about health programs and services.
- Maintained organized records of customer interactions to ensure efficient follow-up and service delivery.
- Collaborated with team members to streamline processes, improving overall customer satisfaction.
- Developed knowledge of health products to effectively address customer needs and concerns.
- Analyzed client needs to recommend appropriate coverage solutions.
Hotel Reservation Specialist
Sabre Hospitality Solutions
Remote
01.2024 - 2026
- Provide hotel reservation assistance including bookings, modifications, and cancellations through the Sabre system.
- Troubleshoot booking errors and coordinate with hotel partners to ensure smooth transactions.
- Deliver bilingual customer support (English/French) to diverse client bases.
- Maintain accuracy in data entry and system navigation while meeting performance metrics.
- Managed hotel reservations and sales processes, ensuring optimal customer satisfaction.
Customer Service & Technical Support
TurboTax
Remote
01.2025 - 04.2025
- Assisted customers with tax preparation software, including troubleshooting installation, login, and filing issues.
- Guided customers through step-by-step solutions for rejected returns, account setup, and navigation of IRS requirements.
- Handled sensitive financial information with strict confidentiality and accuracy.
- Maintained high customer satisfaction ratings in a fast-paced seasonal environment.
Flight Reservation Agent
American Airlines
Remote
02.2022 - 05.2024
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
Customer Service & Technical Support
TurboTax
Remote
01.2024 - 04.2024
- Provided phone and email support to over 50 customers daily, resolving issues with billing, product setup, and troubleshooting.
- Used CRM software (Salesforce) to track customer interactions and follow up on open tickets.
- Worked closely with the technical support team to escalate and resolve complex issues.
Sales Agent
Samosa Kitchen
Sheridan
03.2021 - 12.2023
- Developed relationships with customers by providing excellent customer service.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Negotiated contracts with customers to secure sales deals.
- Continuously met sales goals via strategic prospecting
Education
Associate of Arts - Psychology
Broward College
Fort Lauderdale04-2022
High School Diploma -
Dr Michael Krop Senior High School
06-2018
Skills
- Hotel Reservations (Sabre)
- Airline Reservations (American Airlines)
- Tax Support & Troubleshooting (TurboTax)
- Call Center & Remote Technical Support
- Technical Troubleshooting & Software Installation
- CRM & Reservation Platforms
- Bilingual Communication: English & French & Creole
- Conflict Resolution & Customer Relations
- Data Entry & Accuracy
- Active Listening & Critical Thinking
- Reservation software
- Upselling strategies
- Patience and composure
- Guest relations
Certification
- Security Officer Licensed
- Bartender Licensed
Languages
English
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
Timeline
Tax Specialist
Turbo Tax
01.2026 - 04.2026
Customer Associate
Health One Program
01.2025 - 2026
Customer Service & Technical Support
TurboTax
01.2025 - 04.2025
Hotel Reservation Specialist
Sabre Hospitality Solutions
01.2024 - 2026
Customer Service & Technical Support
TurboTax
01.2024 - 04.2024
Flight Reservation Agent
American Airlines
02.2022 - 05.2024
Sales Agent
Samosa Kitchen
03.2021 - 12.2023
High School Diploma -
Dr Michael Krop Senior High School
Associate of Arts - Psychology
Broward College