MARQUIS ABRAHAM
Easton,PA
Summary
Astute Customer Service Representative with over 3 years experience in handling complex customer issues and promoting positive experience. Innovative in leveraging extensive industry knowledge of products and services as well as creating solutions for customers and providing individualized service to drive loyalty, retention, and revenue.
Overview
7
7
years of professional experience
Work History
Customer Service Specialist
Pathward
09.2020 - Current
- Assist 100+ clients daily providing successful solutions through active listening addressing customer needs while resolving concerns
- Achieve high satisfaction rating through proactive one-call resolutions of customer issues
- Cultivate customer loyalty by providing tailored solutions and individualized service achieving 90% retention rate
- Train 10+ employees and enhance job performance and company knowledge by 90%
- Address customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Develope customer service improvement initiatives to decrease customer wait times
Childcare Administrative Assistant
Greater Valley YMCA
08.2018 - 06.2020
- Liaised between parents and camp counselors and maintained effective lines of communication.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Built and maintained excellent parent relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Executed record filing system to improve document organization and management.
- Operated under licensing guidelines to protect health, safety and well-being of children.
- Maintained high-quality child care standards based on developmentally appropriate practices.
- Managed program paperwork and child records to comply with state requirements.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
Project Manager
FCI Multiple Services
05.2017 - 10.2017
- Monitored project progress, identified risks and took corrective action as needed.
- Achieved project deadlines by coordinating with translators to manage performance.
- Analyzed project performance data to identify areas of improvement.
- Prepared and submitted project invoices for review and approval.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
Administrative Assistant
Theater Refreshment Company of New York
01.2016 - 08.2016
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Built and maintained excellent client relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Managed department budgets and generated financial reports for management review.
- Liaised between clients and vendors and maintained effective lines of communication.
Education
Bachelor of Arts - Communication Studies
East Stroudsburg University
Skills
- Data Entry
- Customer Relationship Management
- Product Knowledge
- Communications Strategies
- Project Management
- Customer Retention Strategies
- Critical Thinking
- Active Listening
Timeline
Customer Service Specialist
Pathward
09.2020 - Current
Childcare Administrative Assistant
Greater Valley YMCA
08.2018 - 06.2020
Project Manager
FCI Multiple Services
05.2017 - 10.2017
Administrative Assistant
Theater Refreshment Company of New York
01.2016 - 08.2016
Bachelor of Arts - Communication Studies
East Stroudsburg University
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