Marquita Parker
Palm Bay
Summary
Dependable front desk professional with 15+ years of customer service and administrative experience, including supervising teams and managing high-volume phone systems. Skilled in Microsoft Office, data entry, filing, and maintaining organized, welcoming reception areas. Demonstrates strong communication, multitasking, and problem-solving abilities, with a proven record of delivering excellent service to clients and visitors. Authorized to work in the US for any employer
Professional intake specialist prepared for role with strong experience in client assessment and case management. Skilled in effective communication, problem-solving, and providing comprehensive support services. Strong focus on team collaboration and achieving results. Adaptable, reliable, and adept at handling changing needs and priorities.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Lead Intake Officer
Professional Probation Services, Inc.
09.2023 - Current
- Primary liaison between clients and Courts, responsible for the Initial contact with individuals sentence to probation. Gathering information, creating individual case files for probationers, verify documentation. Scheduling first appointments with Probation Officer which include reviewing all required court ordered conditions the Defendant needs to complete and/or abide by during their term of probation.
- Processing intake forms, consent documents, and maintaining accurate, confidential records.
- Facilitated interviews with clients, gathering critical information for case management.
- Assisted clients with completing required paperwork, simplifying the application process for them.
- Answered phone provided assistance to callers under supervision.
- Trained new staff on intake procedures and best practices for client engagement.
Reception
Professional Probation Services, Inc.
01.2022 - 09.2023
- Greeted and process new clients, gathering information and setting up case files at the front desk.
- Answered and directed phone calls, providing information and referring callers to appropriate staff.
- Maintained detailed records of client interactions and ensured files were organized and up to date.
- Supported office operations by performing clerical tasks such as data entry and filing and faxing.
- Maintained a professional and welcoming atmosphere in the office by managing reception duties, including greeting visitors and directing phone calls.
- Monitored reception area, greeted guests and escorted individuals to office locations.
Lab Technician
Professional Probation Services
09.2021 - 01.2022
- Administered/Observed drug and alcohol tests (urine sample and/or breathalyzer) and input results into the probation software. Performed data entry and maintained accurate records, ensuring confidentiality and proper documentation.
- Maintained organized workspaces and ensured supplies were stocked for daily operations.
Customer Service Team Lead
RADIAL INC. A BPOST COMPANY
10.2019 - 09.2021
- Supervised customer service team, ensuring professional and timely responses to phone and in-person inquiries.
- Provided support and coaching to staff to maintain high standards of customer service and office organization.
- Monitored team performance and addressed issues to ensure efficient front desk operations.
- Ensured all customer requests and documentation were handled accurately and confidentially.
Customer Escalation Supervisor
RADIAL INC. A BPOST COMPANY
10.2013 - 11.2019
- Handled escalated cases and provided information to customers, ensuring professional communication at all times.
- Coached and motivated representatives to follow procedures and maintain organized records.
- Processed transactions, documented customer interactions, and ensured accurate filing of all correspondence.
- Maintained a clean and organized work environment while supporting front desk operations.
Customer Service Representative
APAC Customer Services, Inc
10.2007 - 09.2013
- Provided customer service via inbound and outbound calls, addressing inquiries and assisting with requests.
- Supported various programs by processing information and maintaining accurate records.
- Assisted with clerical tasks such as data entry and filing to support office operations.
- Maintained a professional and courteous demeanor with all clients and team members.
Inbound/Outbound Customer Service Representative
Telecom Communications
01.2007 - 01.2011
- Managed inbound and outbound calls, providing customer service and directing inquiries as needed.
- Assisted customers with account setup, payments, and service requests at the front desk.
- Collected and entered demographic and economic data, supporting office documentation needs.
- Maintained organized records and ensured a clean and welcoming front desk area.
Education
Diploma - General Studies
Cocoa High School
Cocoa, FL01.2003
Skills
- Probation Tracker, BECA, CJIS, CCIS
- Judicial Process and Legal Documents
- Appointment scheduling
- Document preparation
- Data Entry
- Policy adherence
- Computer software: MS Word, MS Excel, MS
- Customer service
- Complaint resolution
- Call center operations
- Administrative support
Certification
- Criminal Justice Level 2 Security Awareness Certification
- Driver's License
Timeline
Lead Intake Officer
Professional Probation Services, Inc.
09.2023 - Current
Reception
Professional Probation Services, Inc.
01.2022 - 09.2023
Lab Technician
Professional Probation Services
09.2021 - 01.2022
Customer Service Team Lead
RADIAL INC. A BPOST COMPANY
10.2019 - 09.2021
Customer Escalation Supervisor
RADIAL INC. A BPOST COMPANY
10.2013 - 11.2019
Customer Service Representative
APAC Customer Services, Inc
10.2007 - 09.2013
Inbound/Outbound Customer Service Representative
Telecom Communications
01.2007 - 01.2011
Diploma - General Studies
Cocoa High School