Marquresha Copeland
Killeen,TX
Summary
Customer Service Representative and Collaborative Leader bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Senior Customer Advocate
Paycor
10.2023 - Current
- Evaluated team performance metrics regularly to identify gaps in service delivery and recommend corrective actions when necessary.
- Served as the escalation point for critical issues, applying expert knowledge to achieve satisfactory resolutions.
- Assisted in the creation of internal policies that reinforced company values while prioritizing customer needs.
- Collaborated with cross-functional teams to resolve high-priority customer concerns, ensuring positive outcomes.
- Monitored pay planner and update scheduled payroll dates accordingly.
- Prioritize a variety of tasks for quarter end and year-end processing and reporting.
- Act as a front-line triage by taking ownership and troubleshooting the more time sensitive, urgent and less complex issues by developing solutions to customer questions.
- Support customers as an advocate by educating and counseling them on procedures to eventually enable self-sufficient system usage.
- Increased overall employee productivity by coordinating regular workshops focused on essential skills such as time management, problem-solving techniques, and conflict resolution.
Account Manager
Floor King
12.2021 - 10.2023
- Account Manager and Senior Customer Service Representative assisting in managing builder request for over 200 new installations through email and phone monthly.
- Managing over 175-200 home warranty inspections and repairs monthly.
- Assisted in service order creation and scheduling for all new installations and outgoing repairs.
- Placed orders for materials needed for warranty home repairs.
- Data entry.
- Experienced in all data entry software and warehouse ordering systems.
- Experienced in Build Pro and RFMS.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative III/Team Lead
Progressive Causality Insurance
11.2020 - 12.2021
- Took over 250 inbound calls, answering questions regarding coverage, rates, billing issues, and general policy reviews while also offering additional products daily.
- Worked with personal auto customers or small business owners with commercial auto policies.
- Trained incoming employees to use CRM software to document customer interactions.
- Assisted in creating intervention and improvement plans for team members while motivating my team to meet goals.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and Progressive alike.
Team Leader
Cigna Insurance Companies
08.2018 - 02.2020
- Providing assistance and customer service to business writing agents for potential and active clients.
- Built strong relationships with customers through positive attitude and attentive response.
- Assisted in training all incoming personnel.
- Assisted with escalations queue.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Mentored and guided employees to foster proper completion of assigned duties.
Retention Specialist
Time Warner Cable Call Center
09.2015 - 12.2017
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Balanced customer relations with business needs to ensure the customer a great experience.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
Administrative Assistant
U.S. Army
06.2010 - 09.2015
- Provided Leadership for over 6 Soldiers under direct supervision.
- Assisted with In and Out processing for incoming personnel.
- Daily reporting for over 350 Company personnel.
- Communicating information from the Chain of Command to the Soldier causing efficient communication flow between the Companies.
- Meeting deadlines for all reports on time, with little to no discrepancies.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and personnel data.
74D Chemical Operations Specialist
U.S. Army
06.2010 - 09.2015
- Advised of CBRN risk-based strategies, policies, plans, operations, tools, training, exercises according to US Army Regulations.
- Collaborated with other military units to conduct joint CBRN response exercises for enhanced inter-agency coordination.
- Enhanced team efficiency by streamlining chemical detection and decontamination procedures.
- Conducted regular inspections of protective gear and equipment, maintaining a high level of mission readiness at all times.
- Promoted a culture of safety and preparedness among 350 Soldiers by emphasizing proper handling procedures and storage requirements for hazardous materials.
- Reduced response time for hazardous materials incidents by implementing improved communication protocols.
- Deployed with specialized teams to respond quickly to domestic or international incidents involving CBRN materials, mitigating risks to public safety and national security interests.
Education
Bachelor of Science - Elementary Education
University of Phoenix-Online Campus
Killeen, TX05.2027
Certified Medical Assistant - Medical Assisting
CyberTex Institute of Technology
Killeen, TX11.2020
Skills
- Exceptional communication
- Training and coaching
- Active Learning
- Complaint Handling
- Teamwork and Collaboration
- Customer Service
- Understanding Customer Needs
- Problem Resolution
- Relationship Building
- Customer Relations
- Microsoft Office
- Data Entry
- Administrative and Office Support
- Inbound Call Management
- Medical terminology knowledge
- Customer Relationship Management (CRM)
Military Service
United States Army, United States, E4, 06/01/10, 09/01/14, Daily personnel information reporting using Microsoft Office Excel. Communicating information from the Chain of Command to the Soldier causing efficient communication flow between the Companies. Interacted with over 45 personnel per day assisting with any administrative actions, making sure any problems are solved efficiently and in a timely manner, while meeting deadlines for all reports on time, with little to no discrepancies.
Timeline
Senior Customer Advocate
Paycor
10.2023 - Current
Account Manager
Floor King
12.2021 - 10.2023
Customer Service Representative III/Team Lead
Progressive Causality Insurance
11.2020 - 12.2021
Team Leader
Cigna Insurance Companies
08.2018 - 02.2020
Retention Specialist
Time Warner Cable Call Center
09.2015 - 12.2017
Administrative Assistant
U.S. Army
06.2010 - 09.2015
74D Chemical Operations Specialist
U.S. Army
06.2010 - 09.2015
Bachelor of Science - Elementary Education
University of Phoenix-Online Campus
Certified Medical Assistant - Medical Assisting
CyberTex Institute of Technology