Marlissa Phillips
Charlotte,NC
Summary
Skilled professional with an extensive background in customer service. Calm and poised in the most pressure-driven situations. Pursuing an Online Chat Specialist position where excellent response and writing skills will help improve a company's success. Motivated professional offering proficiency in data entry combined with strong mathematical and analytical thinking skills. Personable team player with exceptional customer service abilities. Fast learner and committed to continuous, self-directed learning.
Overview
11
11
years of professional experience
Work History
Chat Specialist
Progressive
10.2021 - Current
- Reduced response wait time with quick problem identification and accurate solutions.
- Maintained up-to-date knowledge on company products, services, policies, and procedures to provide accurate information during chat sessions.
- Contributed to company''s positive reputation, delivering exceptional customer service via chat channels.
- Enhanced customer satisfaction by addressing and resolving complex inquiries through chat support.
- Handled sensitive situations professionally, maintaining confidentiality and demonstrating emotional intelligence during chats.
- Streamlined communication processes, utilizing prepared scripts and templates for common queries in the chat interface.
- Retained dissatisfied customers by offering tailored solutions based on their individual needs during the chats.
- Built rapport with customers, demonstrating empathy and understanding during chat conversations for better resolution outcomes.
Skip Trace Investigator
ALS Resolvion
05.2018 - 09.2024
- Implemented cutting-edge technology solutions to optimize data mining capabilities, expediting the research process and improving results accuracy.
- Improved client satisfaction by conducting thorough skip trace investigations and providing detailed reports on findings.
- Exceeded performance targets through meticulous case management and prioritizing high-stakes investigations.
- Enhanced research efficiency with advanced investigative techniques for accurate case resolution.
- Optimized case tracking systems, allowing for improved organization and faster access to critical information during ongoing investigations.
- Strengthened company-client relationships by providing timely updates on investigation progress and consistently delivering outstanding results.
- Utilized social media platforms as a tool for gathering intelligence, leading to successful location of hard-to-find subjects.
- Provided comprehensive training to new team members, increasing their efficiency in executing effective skip tracing methods.
- Established strong professional relationships with various data providers, obtaining valuable information for successful case resolutions.
- Conducted deep-dive background checks on subjects, uncovering hidden connections that facilitated successful investigations.
- Worked closely with repossession agents to coordinate activities.
- Identified best-known address to locate client's collateral or customer.
Duke Energy
Customer Service Represenative
01.2024 - 03.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Proved successful working within tight deadlines and a fast-paced environment.
- Worked well in a team setting, providing support and guidance.
Data Entry Administrator
Synchrony Financial, GE Capital
01.2016 - 06.2017
- Maintained high levels of data confidentiality, adhering to strict security protocols and guidelines.
- Improved data accuracy by meticulously verifying and correcting information during entry.
- Reduced errors and increased efficiency through thorough proofreading and editing of entered data.
- Remained adaptable to changing workloads and priorities while maintaining a high level of organization and attention to detail.
- Streamlined data processing by consistently meeting deadlines for time-sensitive projects.
- Audited production reports, tracking data entry and processing errors.
- Gained extensive knowledge in data entry, analysis and reporting.
- Streamlined data entry processes for increased efficiency and accuracy.
- Performed data entry and completed proper paperwork.
- Performed data entry with speed and accuracy.
- Performed routine data entry or document management.
- Utilized techniques for increasing data entry speed.
- Completed time-sensitive data entry requests.
- Assisted with developing data entry processes.
Data Entry Clerk
Employment Plus
01.2014 - 01.2016
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
- Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Checked for accuracy by verifying data and records.
- Used computer software to store and retrieve data.
- Followed data entry protocols, rules and regulations.
Education
Associate of Science - Criminal Justice
Strayer University
Washington, DC01.2026
High School Diploma -
West Charlotte High School
Charlotte, NC06.2011
Skills
- Quick Typing
- CRM Experience
- Language Fluency
- Empathy Display
- Data Entry
- Data accuracy
- Accuracy and Attention to Detail
- Fast Typing Speed
- Customer Service-Oriented
- Word Processing
- Independent worker
- Maintains confidentiality
- Data Processing
- Document processing
- Administrative Support
Timeline
Duke Energy
Customer Service Represenative
01.2024 - 03.2024
Chat Specialist
Progressive
10.2021 - Current
Skip Trace Investigator
ALS Resolvion
05.2018 - 09.2024
Data Entry Administrator
Synchrony Financial, GE Capital
01.2016 - 06.2017
Data Entry Clerk
Employment Plus
01.2014 - 01.2016
Associate of Science - Criminal Justice
Strayer University
High School Diploma -
West Charlotte High School