Marsha Wilkerson-Cornwell
Customer Service Specialist
Brandywine,United States
Summary
- Customer Service Representative 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
13
13
years of professional experience
Work History
Business Title SGS-Service Center Representative
Sedgwick Government Solutions, LLC
Bethesda, MD
2022.10 - Current
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained staff on operating procedures and company services.
- Cross-trained and provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
Humana
Clearwater, FL
09.2020 - Current
- Switchboard Operator handled inbound and outbound calls. • Resolved customer information and complaints and responded to their claim inquiries, and or any other assistance needed. • Assisted customers with warm and professional attitude. • Provided Web Support, assisting members with locked accounts, troubleshooting applications and navigating Humana Website. • CRM proficient.
Special Operations
Southern Maryland Blue Crabs
White Plains, MD
04.2017 - 08.2020
- Resolved customer information and complaints and responded to their claim inquiries, and or any other assistance needed
- Assisted customers with warm and professional attitude
- Provided Web Support, assisting members with locked accounts, troubleshooting applications and navigating Humana Website
- CRM proficient
- Lifeguard/Special Operations, Work in multiple capacities and exhibit high level of customer service
- Clean laundry for players and maintain clubhouse
- Keep concourse and restrooms clean and free of debris
- Provide information to fans and uphold positive and encouraging environment
- Performed housekeeping duties, ensuring all suites were clean and sanitized.
Administrative Assistant
Cornwell's Remodeling
Conway, SC
05.2010 - 03.2017
- Answered and managed incoming and outgoing calls while recording accurate messages
- Organized all new hire, security, and temporary paperwork, verified customer information, and accepted payments
- Monitored and evaluated personnel performance and bi-annual reviews
- Managed office inventory, ran credit checks, and oversaw shipping and receiving.
- Edited documents to improve accuracy of language, flow and readability.
- Created detailed expense reports to facilitate reimbursement for business expenses incurred.
Contractor/Caregiver
Marsha Wilkerson, - Page 1
Suitland, MD
06.2015 - 03.2016
- Assisted with activities of daily living, personal hygiene, mobility, and feeding
- Handled light housekeeping duties, prepared meals, and managed medication reminders
- Helped facilitate and contribute to positive environment to enhance clients' quality of life
- Maintained confidentiality of proprietary information
- Assisted with household needs, such as housekeeping, cooking and laundry
Education
Associate of Applied Science - Health Sciences
Ultimate Medical Academy
Clear Water, FL06.2019
Billing & Coding Specialist - Health Management And Clinical Assistance
Ultimate Medical Academy
Clearwater, FL06.2015
Computer Technology I & II -
Goucher College
Towson, MD05.2015
Advanced Keyboarding -
Goucher College
Towson, MD06.2014
Skills
- Call Documentation
- Upselling Products and Services
- Order and Refund Processing
- Customer Account Management
- Caring and Empathetic
- Calm and Professional Under Pressure
- Benefits Explanations
- Explaining Policy and Procedures
- Medical Billing
- Documenting and Recording Information
- Understanding Customer Needs
- Responding to Difficult Customers
- Microsoft Excel
- Microsoft Word
- Active Listening
- Customer Relations
- Microsoft PowerPoint
- CRM Software
- Typing Proficiency
- Customer Service
- Multi-Line Telephone Operation
- Service Standard Compliance
- Recordkeeping Strengths
- Call Center Operations
- Managing Multiple Tasks
- Professional Telephone Demeanor
- Problem-Solving Ability
- Critical Thinking
- Policy and Procedure Adherence
- Prioritization
- Grammar
Languages
American Sign Language
Professional Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Business Title SGS-Service Center Representative
Sedgwick Government Solutions, LLC
2022.10 - Current
Customer Service Representative
Humana
09.2020 - Current
Special Operations
Southern Maryland Blue Crabs
04.2017 - 08.2020
Contractor/Caregiver
Marsha Wilkerson, - Page 1
06.2015 - 03.2016
Administrative Assistant
Cornwell's Remodeling
05.2010 - 03.2017
Associate of Applied Science - Health Sciences
Ultimate Medical Academy
Billing & Coding Specialist - Health Management And Clinical Assistance
Ultimate Medical Academy
Computer Technology I & II -
Goucher College
Advanced Keyboarding -
Goucher College
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