Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marsha Urdiales

Altus,OK

Summary

Flexible Customer Service Representative offering three years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Dedicated to optimizing times and service quality with a collaborative and analytical approach. Proficient in typical customer needs, behaviors and preferences, as well as recordkeeping requirements and performance strategies. Educates agents on call control and enhancing customer experiences. Proficient in managing schedules, administrative functions and employee training. Disciplined and organized leader with a strong call center background focused on customer relations and team leadership. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

4
4
years of professional experience

Work History

Remote Call Center Supervisor

Direct Interactions
Seattle, Washington
09.2022 - 06.2023
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Delivered constructive call process feedback.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Managed customer expectations by clarifying needs.
  • Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
  • Monitored performance by reviewing relevant reporting data and producing statistical reports.
  • Set and managed performance benchmarks for call center employees.
  • Used automated call center customer survey and tracking system to gain valuable feedback for continuous improvement efforts.

Remote Call Center Team Lead

Direct Interactions
Seattle, Washington
05.2021 - 10.2022
  • Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
  • Managed customer concerns with calm demeanor and knowledgeable service.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Self-motivated, with a strong sense of personal responsibility.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked well in a team setting, providing support and guidance.
  • Provided professional services and support in a dynamic work environment.

Remote Call Center Agent

Direct Interactions
Seattle, WA
06.2020 - 05.2021
  • Input communication with applicants into computer system to facilitate future clarification and knowledgeable support.
  • Maintained positive working relationship with fellow staff and management.
  • Proofread documents carefully to check accuracy and completeness of all paperwork.
  • Informed applicants of other agencies providing useful or related assistance.
  • Answered questions and responded to inquiries to deliver high level of service to Claimants.
  • Conducted interviews with applicants, explaining benefits process and which programs were available.
  • Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Understood and followed oral and written directions.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.

Pizza Delivery Driver

Pizza Hut
Fort Worth, TX
08.2019 - 05.2020
  • Carried food in insulated bags to maintain hot or cold temperature.
  • Communicated with restaurant staff to coordinate deliveries and obtain destination address.
  • Navigated urban and rural delivery routes and delivered food items at or before quoted times.
  • Maintained clean traffic record and kept vehicle clean and in top operating condition.
  • Collected tips from customers through hands-free electronic methods.
  • Used point-of-sale hardware and software to enable smooth pizza transactions when delivering or helping out at store.
  • Recorded weekly hours and mileage for accurate payment.
  • Reviewed orders before and after delivery to verify completeness, correct charges and customer satisfaction.
  • Maintained positive relationships with customers to promote further business opportunities.
  • Analyzed customer address to determine best route for timely delivery.
  • Navigated local streets and highways with ease using GPS system.
  • Presented customers with bills and receipts to collect payment for delivered food.
  • Maintained vehicle according to company and state safety requirements.

Education

High School Diploma -

Eastern Hills High School
Fort Worth
06.1978

Skills

  • Processes and Procedures
  • Team Building
  • Policy Enforcement
  • Staff Management
  • Complex Problem-Solving
  • Training and Mentoring
  • Employee Motivation
  • Performance Improvements
  • KPI Tracking
  • Team Coaching

Timeline

Remote Call Center Supervisor

Direct Interactions
09.2022 - 06.2023

Remote Call Center Team Lead

Direct Interactions
05.2021 - 10.2022

Remote Call Center Agent

Direct Interactions
06.2020 - 05.2021

Pizza Delivery Driver

Pizza Hut
08.2019 - 05.2020

High School Diploma -

Eastern Hills High School

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Marsha Urdiales