Marsha Sims Dean
Marietta,GA
Summary
Customer Service Agent with over 15 years of extensive expertise in resolving customer complaints, managing inquiries, and enhancing customer satisfaction. Demonstrates strong leadership, problem-solving, and multitasking skills in fast-paced environments. Proven track record in meeting team and company goals, while providing training and support to new and existing customers. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
F&I Sentinel, LLC
Alpharetta, GA
09.2024 - Current
- Gathering necessary information related to refund eligibility and amount.
- Communicating regularly with lenders and aftermarket product providers in the automotive industry.
- Initiate outbound communication to insurance, extended warranty, and service contract providers to obtain quotes accurately and in a timely manner, while maintaining the highest level of productivity.
Customer Service Agent
Cognizant Technology Solutions
Winston-Salem, United States
01.2018 - 09.2024
- Respond to customer inquiries via phone, email, and chat
- Resolve customer complaints and escalate issues to appropriate departments
- Identify customer needs and suggest appropriate products and services
- Provide training and support to new and existing customers
- Answered inbound calls to handle various concerns, set appointments and close sales
- Collaborated with colleagues and co-workers to deliver quality customer experience
- Managed customer calls efficiently in a fast-paced call center environment
- Met personal, team and company goals in customer service environment
- Enhanced customer satisfaction with fast, knowledgeable service
- Assisted customers in navigating company websites or applications during support interactions
- Managed difficult customer situations with professionalism and empathy
- Eager to learn quickly and work diligently, consistently meeting deadlines and contributing to team success
Customer Service Representative
Expert Global Solutions (EGS Corp)
High Point, United States
11.2014 - 03.2018
- Answering questions, providing information, and responding to complaints
- De-escalating situations, troubleshooting, and following up with customers
- Taking orders, processing payments, and completing transactions
- Reviewing accounts and providing updates on billing, shipping, and warranties
- Entering information into the system database
- Processed inbound/outbound calls accurately and swiftly, handling over 100 daily and ensuring zero discrepancies
Education
Associate in Fine Arts (A.F.A.) -
Forsyth Technical Community College
Winston Salem, NC02.2026
Diploma -
Parkland High School
Winston-Salem, NC05.2002
Skills
- Leadership
- Problem solving
- Time management
- Critical thinking
- Multitasking
- Efficiency
Personal Information
- Age: 41
- Driving License: 22868401
Timeline
Customer Service Representative
F&I Sentinel, LLC
09.2024 - Current
Customer Service Agent
Cognizant Technology Solutions
01.2018 - 09.2024
Customer Service Representative
Expert Global Solutions (EGS Corp)
11.2014 - 03.2018
Associate in Fine Arts (A.F.A.) -
Forsyth Technical Community College
Diploma -
Parkland High School
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