Marsades Watson
Norristown,PA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Equisite Scrubs
12.2022 - 02.2024
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided primary customer support to internal and external customers.
Call Center Representative
Arise
10.2021 - 12.2023
- Providing contact center services from home. Supporting some of the largest companies in the world. Documenting all issues, resolution and follow up actions. Learning about products and services to accurately and efficiently resolve customer inquiries on the first contact.
Certified Nursing Assistant
Suburbanwoods Nursing & Rehabilitation Center
08.2018 - 09.2021
- Documented patient information and care activities in electronic health record.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Contributed positively towards patient satisfaction scores by consistently providing exceptional care and addressing their concerns.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Facilitated personal hygiene management, feeding and ambulation.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
Education
High School Diploma - Business
Norristown Area High School
Norristown, PA06.2010
Skills
- Customer Relationship Management (CRM)
- Dispute Resolution
- Assertiveness
- Estimating
- Reading Comprehension
- Issue and Complaint Resolution
- Product Sales
- Complaint Handling
- Document Control
- Recordkeeping strengths
- Calm and Professional Under Pressure
- Filing
- Problem-solving abilities
- Customer Service
- Critical Thinking
- Data Entry
- Relationship Building
- Computer Proficiency
- Documentation
- Understanding Customer Needs
- Call center experience
Timeline
Customer Service Representative
Equisite Scrubs
12.2022 - 02.2024
Call Center Representative
Arise
10.2021 - 12.2023
Certified Nursing Assistant
Suburbanwoods Nursing & Rehabilitation Center
08.2018 - 09.2021
High School Diploma - Business
Norristown Area High School