Marquinse Roberson
Dallas,TX
Summary
- Maintained 95%+ customer satisfaction across phone, chat, and email support.
- Resolved customer issues with 85% first-call resolution.
- De-escalated difficult situations and turned them into positive experiences.
- Recognized as a top performer for reliability and professionalism.
- Trained new team members on systems, communication, and customer handling.
- Managed high call volumes (40–60+ daily) with accuracy and patience.
- Maintained error-free documentation and strong attention to detail.
Overview
2026
2026
years of professional experience
Work History
Client Relationship Manager
Celestial Rootz
Dallas, Tx
07.2021 - Current
- Built and managed a client base of returning customers through excellent customer service.
- Maintained a high standard of professionalism, communication, and service quality.
- Handled all administrative responsibilities including booking, payments, supply ordering, and customer support.
- Resolved client concerns quickly and maintained strong customer satisfaction.
Customer Service Representative
VDart
Dallas, Tx
10.2016 - 2021
- Handled high-volume inbound and outbound customer calls, providing support, troubleshooting, and account assistance.
- Resolved customer issues with professionalism and accuracy, maintaining strong satisfaction and retention rates.
- Utilized multiple systems, databases, and CRM tools to update accounts, document interactions, and process service requests.
- Assisted customers with billing questions, service updates, product information, and problem resolution.
- Maintained a high level of empathy, communication skills, and patience when working with escalated or frustrated customers.
- Met and exceeded performance metrics including call quality, response time, and first-contact resolution.
- Collaborated with remote teams to escalate complex issues and ensure timely follow-up with customers.
- Adapted quickly to new software, scripts, and process changes in a fast-paced remote environment.
Home Health Caregiver
A1+ HealthCare
Duncanville, TX
06.2010 - 2017
- Provided compassionate in-home care to elderly and disabled clients, ensuring safety, comfort, and emotional support.
- Assisted with daily living activities including bathing, grooming, dressing, meal preparation, and mobility support.
- Monitored clients’ physical and emotional conditions and reported any changes to families or supervisors.
- Administered medication reminders and followed care plans accurately.
Customer Service Representative
Conns Home Plus Warehouse
Dallas, Tx
2012 - 03.2014
- Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
- Assisted in training new team members on service protocols and system navigation.
- Collaborated with cross-functional teams to enhance customer experience and streamline processes.
- Documented customer interactions and feedback to identify trends and recommend improvements.
Education
High School Diploma -
Justin F. Kimball
Dallas, Tx06.2009
Skills
- Customer Support
- Call Center
- CRM Systems
- Problem Solving
- High-Volume Calls
- Troubleshooting
- Remote Work Tools
- Communication
- Data Entry
- Multitasking
- De-escalation
- Technical Support
- Billing Assistance
Timeline
Client Relationship Manager
Celestial Rootz
07.2021 - Current
Customer Service Representative
VDart
10.2016 - 2021
Home Health Caregiver
A1+ HealthCare
06.2010 - 2017
Customer Service Representative
Conns Home Plus Warehouse
2012 - 03.2014
High School Diploma -
Justin F. Kimball