Marvin Johnson
Mauldin,USA
Summary
Customer service professional with a proven record of improving satisfaction through effective issue resolution. Skilled in managing various communication channels and mentoring teams to achieve operational excellence. Committed to fostering positive customer interactions and enhancing team performance.
Overview
33
33
years of professional experience
Work History
Customer Service Representative
Arise Virtual Solutions
Miramar, FL
09.2011 - Current
- Resolved customer inquiries through phone, email, and chat channels, ensuring prompt issue resolution and maintaining high levels of customer satisfaction.
- Collaborated with retention and collection team at Rogers Communications (Canada) to offer specials and promos, engaging customers to retain their business while managing collections for past due amounts.
- Led initiatives to streamline workflows, resulting in decreased average handling time for customer inquiries.
- Coordinated pest control services at Orkin Pest Control, scheduling technicians for treatments while working in retention to save customers and collect past due payments.
- Dick's Sporting Goods, tracking packages, processing payments, 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.
- Located and assisted stranded drivers with roadside issues, providing fuel, coolant, air, changing tires, or towing to their home or a mechanic shop.
- 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.
- 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 physicians.
Dispatcher/Customer Service Representative
TTC Service Resources
Greenville, SC
04.2003 - 06.2009
- Coordinated daily dispatch operations to ensure timely responses to service requests, enhancing overall service delivery.
- Dispatched servicemen and technicians to stores and strip malls for lighting and HVAC repairs, contacted authorities for alarm or motion sensor incidents, and documented all overnight shift work.
- Provided training and mentorship to junior dispatchers, enhancing team performance and communication.
- Collaborated with maintenance teams to schedule vehicle repairs, reducing downtime and ensuring uninterrupted service.
- Developed and implemented standard operating procedures to improve workflow efficiency and accuracy.
Advertising Consultant
The Greenville News/Gannett
Greenville, SC
05.2000 - 04.2003
- 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 develop tailored proposals addressing client needs and enhancing engagement.
- Prepared customer ads received via phone and email for next day's newspaper edition and published online to increase visibility. Followed up on unsold items to offer republishing options and published rental properties for realtors.
Customer Service Representative II
MCI WorldCom
Greenville, SC
03.1997 - 04.2000
- Provided customer service for long distance and overseas calling to customers and businesses, processed payments for current and past due bills, made changes to calling plans, and credited bills for overcharges or new plan start dates.
- Demonstrated effective communication skills, both verbal and written, to interact with customers and address their needs.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Utilized problem-solving techniques to resolve complex customer inquiries, ensuring customer satisfaction.
Telemarketer
DialAmerica
Greenville, SC
09.1993 - 03.1997
- Consistently exceeded weekly and monthly sales goals.
- Called potential customers to promote household products, including appliances and housing insurance.
- Followed prepared sales script to provide accurate information about products' price, features, and benefits.
- Conducted client or market surveys to obtain information about potential customers.
- Documented names, addresses, and responses of contacted prospects in database.
Education
Associate in Science (A.S.) - Electonic Engineering
ITT Technical Institute
Greenville, SC06-1997
Associate in Science (A.S.) - Criminal Justice
Greenville Technical College
Greenville, SC06-1995
High School Diploma -
Southside High School
Greenville, SC06-1993
Skills
- Customer service
- Customer issue resolution
- CRM software
- Zendesk
- Salesforce
- Oracle
- Genesys
- SAP
- Data analysis
- Critical thinking
- Problem-solving
- Active listening
- Computer proficiency
- Time management
- Team collaboration
- Team collaboration
Awards
1993 Graduate with honors
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
Associate in Science (A.S.) - Electonic Engineering
ITT Technical Institute
Associate in Science (A.S.) - Criminal Justice
Greenville Technical College
High School Diploma -
Southside High School