Marvin Johnson
Mauldin
Summary
Customer Service Representative with over 21 years of extensive experience in providing virtual customer support, data entry, and sales across diverse industries. Proficient in Microsoft Excel, Salesforce, and telecommunication, demonstrating a strong ability to negotiate and manage customer relationships effectively. Known for being detail-oriented and organized, with a proven track record of enhancing customer satisfaction and retention.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
32
32
years of professional experience
Work History
Customer Service Representative
Arise Virtual Solutions
09.2011 - Current
- Providing virtual customer service, data entry, inbound/outbound sales, tech support, tier 1 and tier 2, retention, financing and assistant trainer with a variety of companies like:
- Rogers Communications (Canada) part of the retention and collection team. We would offer specials and/or promos to keep the customer’s business with us. And collections we call the customer with past due amounts to inquire when we can receive payment for their past due bill after services have been interrupted.
- Agero Roadside Assistance, locating and helping stranded drivers in need of roadside assistance for their vehicle, providing fuel, coolant, air, changing tires or towing to their home or a mechanic shop if necessary.
- Orkin Pest Control, setting up pest control, scheduling techs to go out and treat homes and businesses as well. Worked in the retention department, saving customers and/or collecting past due payments.
- Life MD, ensuring that our patients have the best experience possible as they enter our virtual platform. I was responsible for answering patient questions and concerns while also providing guidance to our Customer Service Representatives when necessary. I served as a liaison between our patients and Life MD Southern Patient Care so professionalism and expert customer service skills are a must.
- Disney Dining, making dining arrangements for guests of Walt Disney during their reservation duration. Setting up children activities and booking rides from Epcot to Magic Kingdom. And providing rides for the handicapped to be able to get around the park during their visit to Disney World.
- Dick’s Sporting Goods, tracking packages, negotiating sales prices and discounts for customers. Online chat with customers about their packages being delivered and questions about certain inventory with Dick’s. Taking payments for orders placed and credit accounts. Resending and refunding for errors during shipping and/or receiving.
- Managed customer inquiries through phone, email, and chat channels, ensuring prompt resolution of issues.
- Provided product knowledge and support to customers, enhancing overall satisfaction and loyalty.
- Maintained accurate records of customer interactions in CRM software to track service history.
- Led initiatives to streamline workflows, resulting in decreased average handling time for customer inquiries.
Dispatcher/Customer Service Representative
TTC Service Resources
04.2003 - 06.2009
- Dispatching servicemen and technicians out to stores and strip malls to make repairs with the lighting and the HVAC system. Contacting the appropriate authorities when an alarm or motion sensor has been set off. And document and print out all work that has been done overnight on my shift.
- Coordinated daily dispatch operations, ensuring timely response to service requests.
- Provided training and mentorship to junior dispatchers, enhancing team performance and communication.
- Collaborated with maintenance teams to schedule vehicle repairs, minimizing downtime and service disruptions.
- Developed and implemented standard operating procedures to improve workflow efficiency and accuracy.
Advertising Consultant
The Greenville News/Gannett
05.2000 - 04.2003
- Preparing ads sent over by customers via phone and email to be printed out in the next day's edition of the local newspaper. And also project it online so more customers can see the item being advertised. Placing callbacks for items that haven't been sold yet to see if they want to republish again for a possible sale. Also publishing rental properties for possible rent and/or sale for realtors.
- Developed tailored advertising strategies to enhance client visibility and engagement.
- Analyzed market trends to identify growth opportunities for clients' advertising campaigns.
- Collaborated with sales teams to create compelling proposals that meet client needs effectively.
Customer Service Representative II
MCI WorldCom
03.1997 - 04.2000
- Providing customer service for long distance and overseas calling to customers and businesses. Taking payments for current and past due bills. Making changes to long distance calling plans. Crediting bills for any overcharges or new plan starting dates.
Telemarketer
DialAmerica
09.1993 - 03.1997
- Making outbound calls to potential customers about products we were advertising for the household like appliances and housing insurance.
Education
Criminal Justice
Greenville Technical College
Greenville, SC06.1996
High School - undefined
Southside High School
Greenville, SC06.1993
Skills
- B2B Sales
- Salesforce
- Negotiation
- Zendesk
- Live Chat
- Guest Services
- Inside Sales
- NetSuite
- Microsoft Office
- Technical Support
- Financial Services
- Customer Service
- Telecommunication
- Microsoft Excel
- CRM Software
- SAP
- Oracle
- Medical Terminology
- Computer Networking
- Communication Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
Timeline
Customer Service Representative
Arise Virtual Solutions
09.2011 - Current
Dispatcher/Customer Service Representative
TTC Service Resources
04.2003 - 06.2009
Advertising Consultant
The Greenville News/Gannett
05.2000 - 04.2003
Customer Service Representative II
MCI WorldCom
03.1997 - 04.2000
Telemarketer
DialAmerica
09.1993 - 03.1997
High School - undefined
Southside High School
Criminal Justice
Greenville Technical College
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