Massaline Woods
Mesquite,TX
Summary
Dedicated Customer Service Representative motivated to providing quality care for ultimate customer satisfaction. Coordinates cross-functional teams and servers as liaison between technical groups, management and clients. Experience with a wide variety of application implementations and support, customer accounts, call centers, retail, and more. Expertise in managing multi functional systems and provide solutions. Committed and driven to provide excellent customer service.
Overview
10
10
years of professional experience
Work History
Benefits Specialist
KellyServices (for Willis Towers Watson, Contract)
09.2023 - Current
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Maintained client confidentiality and adhered to HIPAA guidelines.
Customer Contact Center Representative / Project Coordinator
TD Synnex
03.2021 - 12.2022
- Acted as a central point of communication, facilitating effective coordination between the Project Manager, technicians, and customers
- Managed Incomming job requests and utilized a third-party platform to submit service request, ensuring accurate and timely transmission of messages
- Scheduled and dispatched technicians from the tech pool to designated locations, adhering to predetermined schedules, customer preferences, and urgent requests
- Organized and maintained comprehensive records of work requests, customer inquiries, completed tasks, service changes, expenses, inventory records, and other relevant information
Customer Contact Center Representative
Fujitsu
03.2019 - 03.2021
- Managed high volume of inbound and outbound calls, handling over 50+ customer support technician request interactions per day
- Utilized CRM software to accurately document and track customer interactions, maintaining comprehensive records for future reference and analysis
- Demonstrated excellent communication skills to actively listen, empathize, and provide accurate information ensuring customer satisfaction and issue resolution.
Customer Contact Representative
Solai & Cameron Tech. (For Fujitsu, Contract)
10.2017 - 03.2019
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Utilized CRM software to track client interactions, ensuring timely follow-up on outstanding issues.
- Participated in cross-functional projects aimed at enhancing overall contact center operations.
Assistant Manager
Avenue
05.2015 - 10.2017
- Assisting Store Manager in the overall operations of the store
- Responsible for assisting in maximizing overall performance and profitability of the store
- Responsible for store operations, merchandising standards, sales and service as well as supervision of all associates in the absence of the Store Manager and Co-Manager
- Travel to various store locations in the district to fulfill management duties in the absence of Store Management during times of restaffing
- Direct and supervise employees engaged in sales merchandising and presenting the Avenue Credit Card and magazines.
Assistant Retreat Director
Massage Heights at Watters Creek
11.2013 - 11.2014
- Train incoming front desk employees in the office computer system, Millennium, and the company sales script
- Direct and supervise front staff operations and company debt collections
- Responsible for training and coaching front desk staff in maintaining daily and monthly sales goals
- Assisted the Retreat Director with payroll, staff scheduling, markerting, event planning, and recruiting.
Education
High School Diploma -
Woods Bailey Academy (Home School)
Dallas, TX12.2009
Skills
- Adaptability
- Microsoft Office
- Customer Service
- Teamwork
- Creativity
- Problem Solving
- Ability to Work Under Pressure
Timeline
Benefits Specialist
KellyServices (for Willis Towers Watson, Contract)
09.2023 - Current
Customer Contact Center Representative / Project Coordinator
TD Synnex
03.2021 - 12.2022
Customer Contact Center Representative
Fujitsu
03.2019 - 03.2021
Customer Contact Representative
Solai & Cameron Tech. (For Fujitsu, Contract)
10.2017 - 03.2019
Assistant Manager
Avenue
05.2015 - 10.2017
Assistant Retreat Director
Massage Heights at Watters Creek
11.2013 - 11.2014
High School Diploma -
Woods Bailey Academy (Home School)