MarShay Robinson
St Louis,MO
Summary
Dedicated Customer Service professional offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success.
Overview
14
14
years of professional experience
Work History
FMLA Specialist
ComPsych
09.2023 - Current
- Serve as primary contact for employees requesting FMLA leave, providing guidance, to ensure understanding of their rights and responsibilities
- Managed approximately 50 incoming calls, emails and faxes per day.
- Receive and review FMLA leave requests, ensuring complete and accurate documentation is provided by employees and supervisors.
- 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.
- Maintain accurate and confidential employee files related to FMLA leave, ensuring proper documentation is collected and stored in accordance with company policies and legal requirements.
- Assess and determine eligibility for FMLA leave, considering factors such as medical certifications, duration of leave requested, and applicable laws and regulations.
- Developed strong client relationships through consistent communication and attentive service.
Customer Retention/Inside Sales Specialist
AT&T
12.2019 - 07.2023
- Delivered prompt service to prioritize customer needs to ensure customer satisfaction and loyalty, by addressing concerns building rapport to provide the best solution.
- Maintained up-to-date knowledge of product and service changes.
- Navigate through various applications, such as data base CRM, Connect 360, OPUS , Smart Chat, Microsoft Teams, Microsoft Excel. using multiple screens.
- Educated customers about billing, payment processing and support policies and procedures.
- Answered customers' questions regarding products, prices, and availability.
- Increased sales revenue by efficiently managing a high volume of inbound leads and promptly responding to customer inquiries.
- Consistently met or exceeded monthly sales quotas by employing strategic selling techniques and leveraging product knowledge expertise.
- Created and updated customer accounts with relevant information.
Collection Specialist
JP Morgan Chase Bank NA
11.2018 - 12.2019
- Worked in call center environment handling over 50 manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Identified and contacted customers with overdue accounts to address payment status.
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
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.
- Planned, scheduled and oversaw tastings allowing interested parties and clients to sample popular menu items prior to making selections.
- Maintained extensive calendar of events and attended necessary event meetings and conference calls.
- 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.
Education
High School Diploma -
Gateway High School
St Louis, MOSkills
- Customer Relations
- Data Entry
- Account Management
- Multitasking Abilities
- Microsoft Word
- Microsoft Excel
- Microsoft Office
- CRM
- Critical Thinking
- High-volume call centers
- Call center experience
- Inbound sales
Timeline
FMLA Specialist
ComPsych
09.2023 - Current
Customer Retention/Inside Sales 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
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