Marlin Broaddus
Colona,IL
Summary
Dynamic customer service professional with a proven track record at Elevance Health, excelling in conflict resolution and active listening. Recognized for enhancing customer loyalty through empathetic complaint resolution and efficient call handling. Proficient in IT support, leveraging critical thinking to swiftly address technical issues and improve user satisfaction.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Elevance Health
10.2021 - 08.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Documented all contacts in writing and orally in a professional manner.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
IT Help Desk Technician
Computer Task Group Inc
06.2018 - 05.2021
- Configured hardware, devices, and software to set up work stations for employees.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Provided Tier 1 and Tier 2 IT support to non-technical internal users through desk side support services.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Quickly helped reset passwords and access user accounts
Education
Associate of Applied Science - Medical Assisting
Westwood Technical College
Denver, CO12-2001
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Payment processing
- Professional telephone demeanor
- Call center operations
Timeline
Customer Service Representative
Elevance Health
10.2021 - 08.2023
IT Help Desk Technician
Computer Task Group Inc
06.2018 - 05.2021
Associate of Applied Science - Medical Assisting
Westwood Technical College
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