Hi, I’m
Precious Marshall
Burlington,North Carolina
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
3
years of professional experience
1
Certification
Work History
Alorica
Customer Experience Agent II
01.2022 - Current
Job overview
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Met customer call guidelines for service levels, handle time and productivity.
Pilot Flying J Travel Center
Shift Manager
10.2021 - 01.2022
Job overview
- Trained and mentored new employees to maximize team performance.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Kept employees operating productively and working on task to meet business and customer needs.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Excelled in every store position and regularly backed up front-line staff.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
Randstad
Program Specialist
11.2020 - 05.2021
Job overview
- Worked alongside other professionals to outline and implement program plans and objectives.
- Maintained regular communication between departments via email and phone calls to coordinate program logistics.
- Established goals and created action plans to achieve goals.
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Spearheaded implementation of program rules, frameworks and toolkits to facilitate smooth change management process.
- Entered data in system and handled database maintenance.
- Investigated issues and provided knowledgeable responses to resolve customer concerns.
Sports Endeavors
Heat Press Operator
08.2020 - 09.2020
Job overview
- Multi-tasked to keep all assigned projects running effectively and efficiently.
- Reviewed completed orders for quality and accuracy.
- Operated press to achieve highest print quality and productivity with minimal scrap.
- Loaded and positioned raw materials in loading and feeding mechanisms.
- Promptly removed completed loads from press.
- Inspected printed products for clarity, color accuracy, and conformance to provided specifications.
Lidl US
Warehouse Associate
04.2020 - 07.2020
Job overview
- Worked safely around moving machinery.
- Prepared orders for shipment by systematically picking, packing and labeling merchandise.
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Wrapped pallets in shrink wrap prior to loading.
- Assembled orders and packed items for shipment, conveying orders to shipping personnel.
- Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
Texas Roadhouse Steakhouse
Server
12.2019 - 03.2020
Job overview
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Kept register accurate through correct billing, payment processing and cash management practices.
Portfolio Recovery Associates
Customer Service Representative
05.2018 - 02.2019
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Winston-Salem State UniversityWinston-salem, NC
06.2017
Graham High SchoolGraham, NC
High School Diploma
06.2013
University Overview
- Extracurricular Activities: Softball MVP
- Ranked in Top 20% of class
Skills
- Responding to Difficult Customers
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Call Documentation
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- High-Volume Environments
- Patient and Empathetic
- First-Tier Technical Support
- Team-Oriented and Cooperative
- Policy and Procedure Adherence
- Customer Account Management
- POS Systems and Ordering Platforms
- Enhancing Customer Experience
- Agent Support
Certification
- First Aid/CPR Certified
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Customer Experience Agent II
Alorica
01.2022 - Current
Shift Manager
Pilot Flying J Travel Center
10.2021 - 01.2022
Program Specialist
Randstad
11.2020 - 05.2021
Heat Press Operator
Sports Endeavors
08.2020 - 09.2020
Warehouse Associate
Lidl US
04.2020 - 07.2020
Server
Texas Roadhouse Steakhouse
12.2019 - 03.2020
Customer Service Representative
Portfolio Recovery Associates
05.2018 - 02.2019
Winston-Salem State University
Graham High School
High School Diploma
Similar Profiles
Martin Saul Avila RenovatoMartin Saul Avila Renovato
Virtual Card Processor at AloricaVirtual Card Processor at Alorica
ASYA TUCKASYA TUCK
Senior Customer Service Specialist at AloricaSenior Customer Service Specialist at Alorica
Natalie WrightNatalie Wright
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Carly WadeCarly Wade
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Tifani Jisselle Hernandez RomeroTifani Jisselle Hernandez Romero
Front Counter Crew Member at McDonald'sFront Counter Crew Member at McDonald's