Marquette Kinsey
Ohio,United States
Summary
Dedicated customer-focused professional with over 13 years of experience with 4 of the years being remote/virtual experience providing quality service to meet the needs of the customer while maintaining productivity standards. Offering excellent verbal and written communication skills with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
14
14
years of professional experience
14
14
years of post-secondary education
Work History
Emergency Support Team Specialist
YOUTH VILLAGES
NASHVILLE, TENNESSEE
11.2017 - 10.2021
- Answered phone calls in timely manner being sure not to miss calls.
- Resolved client issues by thoroughly assessing situations to obtain all needed information.
- Utilized critical thinking to determine appropriate next steps to resolve client issues based on policy and procedures.
- Aided clients and families in de-escalation.
- Ensured all client needs have been resolved prior to ending calls.
- Consulted with on-call supervisor regarding any critical situations.
- Completed check-ins with clients and families to ensure safety and supervision is appropriate.
- Completed documentation for all incoming and outgoing calls recognizing discrepancies and promptly addressing for resolution.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Resolved conflicts and negotiated mutually beneficial agreements between parties
Seasonal Customer Support Specialist
L BRANDS
DAYTON, OHIO
10.2020 - 01.2021
- Provided customers with product and service information including taking and processing orders if payment was on file.
- Promptly resolved customer concerns with products or services to aid in retention and drive sales
- Recorded actions taken, issues resolved and all information to effectively manage customer accounts
- Maintained 96% customer service satisfaction ratings through quality control
- Adhered to company policies and scripts to consistently achieve chat-time and quality standards
- Engaged in learning and development opportunities to promote continued performance improvement.
- Used consultative sales approach to understand customer needs and recommend relevant offerings
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Applied highly effective selling skills while properly engaging and presenting solutions to customers
LifeSet Supervisor
YOUTH VILLAGES
NASHVILLE, TENNESSEE
07.2013 - 11.2017
- Managed team of 6 employees, overseeing hiring, training, and professional growth of employees
- Managed on-site evaluations, internal audits and customer surveys
- Resolved problems, improved operations and provided exceptional service
- Developed team communications and information for meetings
- Conducted research, gathered information from multiple sources and presented results
- Used coordination and planning skills to achieve results according to schedule
- Used Microsoft Word and other software tools to create documents and other communications
- Collaborated with internal and external customers to provide best services for clients.
- Conducted patient intake assessments and interviewed families to gather psychiatric histories and develop treatment plans
- Supported clients by providing referrals and linkages to substance abuse, mental, educational and medical services
- Monitored and record clients' progress to ensure that goals and objectives are met.
- Provided comprehensive case management services, created treatment plans and connected clients and families to appropriate resources
Behavioral Youth Counselor
YOUTH VILLAGES
NASHVILLE, TENNESSEE
09.2011 - 07.2013
- Mediated interpersonal problems between residents.
- Facilitated and conducted educational programs for residents including weekly life skills.
- Developed or assisted in development of resident treatment plans and goals.
- Supervised residents' housekeeping duties to ensure it meets quality standards.
- Determined needs for facility maintenance and repair, and notify appropriate personnel.
- Supervised, trained, and evaluated residence staff, including resident assistants, participants in work-study programs and other student workers.
- Provided transportation or escort for expeditions such as shopping trips or visits to doctors or dentists.
- Followed through with rules and regulations to ensure improvement of resident's overall progress.
- Improved children's behavior through coping skills and other therapeutic interventions
- Conducted daily documentation such as contact notes, milieu notes and precautionary notes
Guest Service Associate
HOLIDAY INN EXPRESS
SMYRNA, TENNESSEE
05.2011 - 06.2012
- Greeted, registered, and assigned rooms to guests of hotels or motels.
- Contacted housekeeping or maintenance staff when guests report problems.
- Made and confirm reservations.
- Issued room keys and escort instructions to bellhops.
- Computed bills, collect payments, and make change for guests.
- Answered inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
- Cleaned and maintained lobby and common areas, such as restocking supplies and watering plants.
- Used software to check daily record sheets, guest accounts and available vouchers
- Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety
Group Home Supervisor
YOUTH VILLAGES
NASHVILLE, TENNESSEE
11.2008 - 04.2011
- Managed team of 9-10 employees, overseeing hiring, training, and professional growth of employees
- Observed and evaluated workers' appearance and performance to ensure quality service and compliance with specifications.
- Resolve customer complaints regarding worker performance or services rendered.
- Developed monthly schedules and menus.
- Took disciplinary action and developed corrective action plans to address issues.
- Participated in continuing education to stay abreast of industry trends and developments.
- Communicated and maintain professional relationships with schools, DCS, family members, and other community agencies.
- Facilitated weekly staff meetings.
- Demonstrated respect, friendliness and willingness to help wherever needed
- Attended and participate in child and family team meetings, court, and educational meetings.
Education
Work Towards Master of Arts - Mental Health Counseling
ARGOSY UNIVERSITY
Nashville, TN 02.2012 - 05.2014
Bachelors of Science - Rehabilitation Services
WRIGHT STATE UNIVERSITY
Fairborn, OH 08.2004 - 03.2008
Skills
Critical Thinking
Organization and Time Management
Teambuilding
Problem-Solving
Verbal and written Communication
Customer Service
Microsoft Office Proficiency
Good Telephone Etiquette
Staff Management
Documentation and reporting
Complaint resolution
Sales expertise
Verbal and written communication
Training and Development
Multitasking Abilities
Cultural Awareness
Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Seasonal Customer Support Specialist
L BRANDS
10.2020 - 01.2021
Emergency Support Team Specialist
YOUTH VILLAGES
11.2017 - 10.2021
LifeSet Supervisor
YOUTH VILLAGES
07.2013 - 11.2017
Work Towards Master of Arts - Mental Health Counseling
ARGOSY UNIVERSITY
02.2012 - 05.2014
Behavioral Youth Counselor
YOUTH VILLAGES
09.2011 - 07.2013
Guest Service Associate
HOLIDAY INN EXPRESS
05.2011 - 06.2012
Group Home Supervisor
YOUTH VILLAGES
11.2008 - 04.2011
Bachelors of Science - Rehabilitation Services
WRIGHT STATE UNIVERSITY
08.2004 - 03.2008