Marshea Hensley
Weber City,VA
Summary
Results-driven professional with extensive experience in customer service and problem-solving. Skilled in enhancing customer satisfaction through effective communication and technical troubleshooting. Highly organized and adept at multitasking across multiple software platforms in fast-paced environments. Committed to delivering exceptional results and fostering positive relationships.
Overview
19
19
years of professional experience
Work History
Delivery Driver
Amazon Flex
08.2022 - 12.2024
- Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
- Promoted positive customer service by delivering on-time shipments and fully resolving issues.
- Inspected vehicles' condition, supplies, and equipment before and after trips.
- Handled merchandise in accordance with product handling standards.
- Followed safety protocols for loading, unloading, securing, inspecting, operating, and maintaining the vehicle.
- Delivered rush merchandise on tight schedules to meet customer targets.
Customer Service Representative
TTEC
08.2016 - 05.2022
- Answered customer inquiries via phone, email, and chat while multitasking several software systems and databases.
- Resolved customer service issues efficiently, enhancing satisfaction and loyalty.
- Ensured compliance with HIPAA regulations when handling sensitive information on applicable projects.
- Utilized CRM tools to track all customer interactions.
- Routed equipment technical issues to the correct vendor departments for dispatching field agents to proper locations.
- Scheduled preventive maintenance for hospital equipment, ensuring operation continuity.
Site Manager
Colonial Downs
01.2006 - 06.2011
- Managed off-track betting facility operations, optimizing staff performance and customer service.
- Maintained payroll data, attendance records, personnel information, and office inventory.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Interviewed and hired prospective employees and provided input to HR on hiring decisions.
- Provided training and feedback to staff, improving skills and performance.
- Monitored worksite scheduling, building, and property maintenance personnel when needed.
- Provided excellent customer service, from basic inquiries to complex problem-solving scenarios.
Education
Associate of Applied Science - Medical Laboratory Technology
Wytheville Community College
Wytheville, VA05-2016
Skills
- Customer service
- Problem solving
- Data entry
- Punctuality and reliability
- Multitasking and organization
- Researching
- Microsoft outlook
- Technical troubleshooting
- Call center operations
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Delivery Driver
Amazon Flex
08.2022 - 12.2024
Customer Service Representative
TTEC
08.2016 - 05.2022
Site Manager
Colonial Downs
01.2006 - 06.2011
Associate of Applied Science - Medical Laboratory Technology
Wytheville Community College
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