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
Saint Louis
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
Earth City, MO
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
St Charles, MO
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
St Louis, MO
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