Marlon Jones
Youngsville,LA
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
33
33
years of professional experience
Work History
Customer Service Representative
Carpenter Health And Wellness
01.2021 - 03.2023
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Receptionist
Growing Up Childrens Clinic
04.2015 - 01.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
Help Desk Attendant
British Petroleum Trinidad and Tobago (BPTT)
01.2006 - 01.2015
- Manage and resolve all Help Desk related activities for the corporation
- Received and accurately routed building complaints, requests and comments via phone and emails
- Managed Help Desk database systems in a fast-paced and independent environment
- Composed and distributed correspondence and advisories
- Updated and maintained BPTT calendars
- Managed and directed personnel with conference room bookings
PABX Operator
British Petroleum Trinidad and Tobago
01.2004 - 01.2006
- Greeted and routed high volume incoming calls both on a local and international level
- Troubleshot basic telecommunication systems issues
- Resolved inquiries
- Maintained company directory and statistics on mailroom operations
- Performed data entry
Receptionist
Hydrotech Ltd
01.2003 - 01.2004
- Greeted and directed visitors, answered, screened and routed company calls
- Managed internal schedules and calendars
- Coordinated meetings, conferences and events
- Received, sorted and distributed mail
- Created and managed client database
Assistant Secretary
The Memisa School for the Differently Abled
01.2000 - 01.2003
- Directed students, parents and visitors
- Implemented and taught computer literacy and mental cognitive stimulating software to students and teachers
- Maintained filing system and entered data
- Tracked students and staff attendance
- Coordinated substitute personnel, assisted with registration and orientation
- Coordinated meetings and events
State Room Hostess
Disney Cruise Lines & Royal Caribbean Cruise Lines
01.1990 - 01.2000
Education
Human Resources Management -
University of the West Indies
12.2007
High School Diploma -
North Eastern College
12.1988
Skills
- Excel
- PABX Operating System
- EMR Systems
- MS Office (Word, Access, Excel, PowerPoint)
- PABX Operating Systems
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Conflict Resolution
- Complaint Handling
- Complaint resolution
- Payment Processing
- Scheduling
- Follow-up skills
- Call Management
- Team Development
- Administrative Support
- Prioritization
- Quality Control
- Clerical Support
- Live chat support
- Multi-line phone talent
Timeline
Customer Service Representative
Carpenter Health And Wellness
01.2021 - 03.2023
Receptionist
Growing Up Childrens Clinic
04.2015 - 01.2021
Help Desk Attendant
British Petroleum Trinidad and Tobago (BPTT)
01.2006 - 01.2015
PABX Operator
British Petroleum Trinidad and Tobago
01.2004 - 01.2006
Receptionist
Hydrotech Ltd
01.2003 - 01.2004
Assistant Secretary
The Memisa School for the Differently Abled
01.2000 - 01.2003
State Room Hostess
Disney Cruise Lines & Royal Caribbean Cruise Lines
01.1990 - 01.2000
Human Resources Management -
University of the West Indies
High School Diploma -
North Eastern College