Marquetta Madison
US
Summary
Skilled Customer Service Representative committed to addressing customer concerns with speed, accuracy, and professionalism. Consistently meets and exceeds productivity goals. Customer-focused with a capacity to troubleshoot issues and ensure satisfaction. Maintains a high level of professionalism, patience, and efficiency to minimize dissatisfaction and increase loyalty. Firmly believes in the power of one-call resolution, providing efficient and effective solutions for all customer needs.
Overview
8
8
years of professional experience
Work History
Assistant Office Manager/Receptionist Coordinator
Clean Start Cleansing
01.2022 - 05.2024
- Displayed courtesy and strong interpersonal skills with all customer interactions.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Recorded expenses and maintained accounting records.
- Oversaw client account maintenance, facilitating precise scheduling, financial transactions, and articulation of facility guidelines.
- Provided clients with instructional guidance on health practices and cleansing procedures.
- Maintained service excellence by monitoring client feedback and resolving concerns promptly.
- Implemented social media marketing campaigns to enhance visibility and engagement with company offerings
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Assisted in the efficient flow of information between departments with timely delivery of messages and documents.
- Enhanced customer satisfaction by efficiently managing a high volume of incoming calls and greeting clients in a professional manner.
Technical Support Agent Work From Home Agent
Concentrix
01.2020 - 12.2023
- Walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved a wide array of technical issues for consumer electronics, ensuring seamless hardware and software
functionality for customers. - Achieved and sustained high customer satisfaction levels by proficiently addressing inquiries about accounts and
services. - Contributed to sales targets by identifying and suggesting additional products and services that met individual
customer needs. - Accurately documented customer interactions, maintained issue tracking, and managed databases using MicrosoftOffice and related software.
- Provided autonomous, professional customer support, making informed decisions to facilitate customer purchases
with minimal supervision
Customer Solution Specialist Work From Home
Cox Communication
10.2018 - 12.2021
- Designed tailored training programs for clients, equipping end-users with the knowledge required for successful solution utilization.
- Provided exceptional post-implementation support services, promptly addressing any issues or concerns raised by clients.
- Served as subject matter expert on targeted technologies, contributing valuable insights during client consultations.
- Increased client satisfaction by developing and implementing customized solutions for their specific needs.
- Monitored system performance to identify potential issues.
- Enhanced customer satisfaction by efficiently managing reservations, cancellations, and addressing feedback,
improving service quality through direct resolution of escalated concerns. - Streamlined data management by accurately collecting and recording clinical and demographic information into the system, ensuring data integrity and accessibility.
- Fostered strong relationships with customers by providing expert advice on products and services, and maintaining
communication on open issues.
Assistant Office Manager
Coldwell Banker Team Right Touch Realty
04.2018 - 01.2020
- Recorded expenses and maintained accounting records.
- Enhanced operational efficiency by collaborating with the Branch Manager and finance team to analyze financial
forecasts and budgets, contributing to the office's profitability and growth. - Improved team performance through the implementation of annual performance reviews, facilitating staff
development and the recruitment of skilled sales associates - Handled sensitive information with discretion by adhering to confidentiality protocols at all times.
- Provided exceptional customer service by responding promptly to inquiries from clients or stakeholders both in-person and via phone or email correspondence.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Kept high average of performance evaluations.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
Customer Support Representative
ZeroCater
07.2016 - 09.2017
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Managed and resolved customer inquiries efficiently via phone, email, and live chat, ensuring a high level of satisfaction
by tailoring solutions to individual client needs - Monitor and troubleshoot meal deliveries nationwide by understanding situations and finding creative solutions
- Triage inbound requests from client and vendor partners to direct information to the appropriate internal stakeholder
- Collaborate with a team to achieve performance metrics including, but not limited to, timeliness, accuracy and customer satisfaction
- Support Client Success, Sales and Vendor teams to build relationships by responding to requests using empathy and de-escalation skills
Education
Associate of Arts - Business Administration
Georgia Military College
Fayetteville, Ga05.2017
Skills
- High customer service standards
- Service solutions expert
- Strong problem solving
- Troubleshooting skills
- Dedicated to process improvement
- Employee relations specialist
- Order processing
- Time management
- Microsoft Office proficiency
- Excellent communication skills
- Computer-savvy
- Strong problem solver
- Strong interpersonal skills
- Pleasant demeanor
- Customer service-oriented
- Invoice processing
- Multi-line phone proficiency
- Sales proficiency
- Verbal/written communication
- Punctuality
- Hiring and retention
- New hire orientation
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Received award for customer service recognition and ability to work well with the other team members.
- Leadership-Served as leader of my team during training
- Customer Service-Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Resolved product issue through consumer testing.
- Reduced incident responses time by 25% through streamlines troubleshooting processes
Skills
- Assistant Manager Allocate Task and Duties
- Excellent Customer Service-Balancing, Billing, Cash handling
- Call center, Excellent communication, Dependable
- Advanced in emailing, faxing, financial, Inspect
- Advanced in Microsoft Office, Word, Power Point, Organizational skills, organizing, payroll, personnel, recording, safety, Sales, supervisory, telephone, time management
- Emotionally Intelligent
- Assertive
- Teachable
- Time Proficient
- Professional Communicator
Timeline
Assistant Office Manager/Receptionist Coordinator
Clean Start Cleansing
01.2022 - 05.2024
Technical Support Agent Work From Home Agent
Concentrix
01.2020 - 12.2023
Customer Solution Specialist Work From Home
Cox Communication
10.2018 - 12.2021
Assistant Office Manager
Coldwell Banker Team Right Touch Realty
04.2018 - 01.2020
Customer Support Representative
ZeroCater
07.2016 - 09.2017
Associate of Arts - Business Administration
Georgia Military College
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