Marvett Marson
Tampa,FL
Summary
Highly motivated and detailed-oriented Customer service representative with over 20 years of experience in handling high call volumes, customer inquiries, resolving complaints, processing payments, upselling, and ensuring customer satisfaction. Skilled in communication, problem-solving and multitasking, with a strong commitment to customer satisfaction and continuous improvement. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Publix
10.2021 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Processed customer service orders promptly to increase customer satisfaction.
Manager
KV Beauty Bar
06.2015 - 11.2019
- Assisted clients with products and service inquires, providing detailed information and recommendations
- Promoted and assisted with business travel, providing information via social media on pop up locations
- Created service menu, employee schedules, timecards and submitted employee hours to owner
- Developed and maintained strong relationships with customers which resulted in repeated business
- Participated in regular trainings to stay up to date on product knowledge, upcoming services and best business practices.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development.
Financial/Customer Service Representative
T-Mobile
01.2004 - 01.2008
- Handled an average of 60+ customer service inquires via phone
- Resolved customer complaints and reduced escalation rate
- Processed orders, returns, payments, exchanges and set up payment plans
- Assisted customers with technical issues by walking them through steps to resolve issue
- Identified opportunities for process improvements, leading to enhanced operational efficiency within the team.
- Enhanced customer satisfaction by promptly addressing financial inquiries and resolving issues.
- Mentored junior team members on best practices in customer service delivery within the finance industry.
Customer Service/Team Lead
Verizon Wireless
01.1999 - 01.2004
- Handled multiple customer service inquires via phone
- Resolved customer complaints as well as being responsible for all team member escalated calls
- Processed orders, returns, exchanges and assisted with troubleshooting
- Reset passwords and pins
- Trained new customer service representatives on company policies, procedures and software.
Education
High School Diploma -
Armwood High School
Seffner, FL06.1994
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Call center experience
- Money handling abilities
- Client Relations
- Complaint resolution
- Scheduling
- Call Management
- Administrative Support
References
Available upon request
Timeline
Customer Service Representative
Publix
10.2021 - Current
Manager
KV Beauty Bar
06.2015 - 11.2019
Financial/Customer Service Representative
T-Mobile
01.2004 - 01.2008
Customer Service/Team Lead
Verizon Wireless
01.1999 - 01.2004
High School Diploma -
Armwood High School