Marquisha Parks
Grovetown,GA
Summary
I am an enthusiastic employee eager to take on new challenges. I bring a strong work ethic, adaptability, and exceptional interpersonal skills. I am adept at working independently and quickly mastering new abilities. As an organized and motivated individual, I am eager to utilize my time management and organizational skills across various settings. I am looking for entry-level opportunities that will allow me to develop my skills while contributing to the company's growth. As an experienced and dependable general worker, I have a proven track record of efficiently completing tasks in a variety of environments. I am proficient in customer service, resolving issues and complaints, and maintaining a clean and orderly workspace. With a commitment to safety and a dedicated work ethic, I am ready to join a dynamic team and make a positive contribution. I am a seasoned professional with a solid background in technology-related positions. I am skilled in software development, system administration, and technical support, with a knack for problem-solving and enhancing performance. I am capable of managing projects and working effectively with teams, dedicated to continuous learning and keeping up with industry trends to support organizational success.
Overview
8
8
years of professional experience
Work History
Remote Customer Support Agent
SYKES
10.2021 - 08.2023
- Answered user inquiries to resolve computer software or hardware operation problems.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Troubleshot customer issues using remote access software tools.
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
- Escalated calls to solve problems and drive customer satisfaction.
- Answered support calls to learn about and address customer needs, complaints or other issues with products or services.
- Maintained and exceeded performance and quality standards, meeting customer support objectives.
- Demonstrated excellent problem-solving skills when dealing with difficult customers.
- Performed data entry tasks such as entering new account information into databases.
- Developed strategies for increasing customer satisfaction levels.
Receptionist Administrator
Thomson Healthcare
Thomson, GA
09.2019 - 08.2020
- Assisted with administrative tasks such as data entry into company databases.
- Organized daily office operations such as filing paperwork, ordering supplies, and setting up meeting spaces.
- Answered incoming calls in a professional and polite manner, responding to customer queries or directing them to the relevant department.
- Created spreadsheets to track customer information such as contact details and preferences.
- Greeted visitors and customers warmly, offering refreshments as appropriate.
- Ordered office supplies as needed and maintained inventory records.
- Supported HR team by conducting new hire orientations or onboarding sessions for new employees.
- Participated in regular training sessions related to customer service best practices.
- Maintained an organized filing system for all employee records in compliance with legal regulations.
- Scheduled appointments and maintained calendars for staff members.
- Maintained reception area cleanliness and tidiness.
- Displayed professional standards at reception desk to impress visitors.
- Coordinated with other supervisors, combining group efforts to achieve goals.
Customer Service Representative
Teleperformance USA
Augusta, GA
06.2017 - 09.2019
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries via phone, email, and chat.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Identified opportunities for upselling additional products or services based on customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Promoted available products and services to customers during service, account management and order calls.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Call Center Representative
Sitel
Augusta, GA
02.2015 - 05.2017
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Identified opportunities to upsell additional products or services when appropriate.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
High School Diploma -
Thomson High School
Thomson, GA05-2010
Skills
- Leadership
- Clerical Support
- Verbal Communication
- Microsoft Word
- Data Management
- Active Listening
- Spreadsheet development
- File Management
- Data Entry
- Excellent customer service skills
- Technical Supportc
- Filing
- High-energy attitude
- Dispute Resolution
- Product Promotion
- Typing 45 WPM
- Issue and Complaint Resolution
- Customer Account Management
- Product marketing
- Customer Engagement
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product.
- Beating sales targets.
- Reduced average call handling time be 15% without compromising on service quality.
Timeline
Remote Customer Support Agent
SYKES
10.2021 - 08.2023
Receptionist Administrator
Thomson Healthcare
09.2019 - 08.2020
Customer Service Representative
Teleperformance USA
06.2017 - 09.2019
Call Center Representative
Sitel
02.2015 - 05.2017
High School Diploma -
Thomson High School