MarShay Robinson
St Louis,MO
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances client experiences by employing service-oriented behaviors, understanding client desires, and providing customized solutions. Adept at quickly learning new technologies and processes for driving success, with excellent time management.
Overview
13
13
years of professional experience
Work History
FMLA Specialist
ComPsych
09.2023 - Current
- Serve as the primary contact for employees requesting FMLA leave, providing guidance, and explaining the process to ensure understanding of their rights and responsibilities.
- Receive and review FMLA leave requests, ensuring complete and accurate documentation is provided by employees and supervisors.
- Followed all company policies and procedures to deliver quality work.
- Understood FMLA laws and regulations and kept abreast of human resource principles, practices and procedures.
- Monitor and track FMLA leave usage, ensuring compliance with leave entitlements and any applicable state or federal regulations.
- Stay updated on changes in FMLA regulations and industry trends, ensuring the organization's compliance and recommending any necessary adjustments to policies.
- Assess and determine eligibility for FMLA leave, considering factors such as medical certifications, duration of leave requested, and applicable laws and regulations.
Customer Retention Specialist
AT&T
12.2019 - 07.2023
- Adhered to appropriate legal scripting when required.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs to ensure customer satisfaction and loyalty. By addressing concerns while building rapport to provide the best solution.
- Navigate through various applications, such as data base CRM, Connect 360, OPUS , Smart Chat, Microsoft Teams, Microsoft Excel etc.
- Educated customers about billing, payment processing and support policies and procedures.
Collection Specialist
JP Morgan Chase Bank NA
11.2018 - 12.2019
- Used scripted conversation prompts to convey current account information and obtain payments.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Identified and contacted customers with overdue accounts to address payment status.
Catering Coordinator
Panera Bread
10.2010 - 10.2018
- Communicated with customers to review catering goals and budget, deliver quotes and proposals, schedule event and carry out catering needs as contracted.
- Analyzed catering orders and liaised with staff to set up equipment, supplies and menus to meet client expectations.
- Maintained extensive calendar of events and attended necessary event meetings and conference calls.
- Visited venues before events to assess kitchen facilities and make thorough labor and equipment plans.
- Encouraged preparation of product according to recipe and in compliance with allergen and sanitation standards.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Maximized quality assurance by completing frequent line checks.
Education
High School Diploma -
Gateway High School
St Louis, MOSkills
- Customer Relations
- Quality Assurance
- Data Entry
- Account Management
- Interpersonal Communication Skills
- Typing Proficiency
- Microsoft Word
- Microsoft Excel
- CRM
- Multitasking Abilities
Timeline
FMLA Specialist
ComPsych
09.2023 - Current
Customer Retention Specialist
AT&T
12.2019 - 07.2023
Collection Specialist
JP Morgan Chase Bank NA
11.2018 - 12.2019
Catering Coordinator
Panera Bread
10.2010 - 10.2018
High School Diploma -
Gateway High School