Quanisha Marshall
Monroe,LA
Summary
Excellent verbal and written communication skills, with the ability to multi-task. Very dependable employee, loves a challenge, fast learner and a people’s person. Over 20 years of working experience, 15 in customer service.
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
USBankLocations
09.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
CSA
Walgreens
08.2016 - Current
- I started out as a CSA ( customer service associate) which included duties listed; stocking, checking inventory, assisting customers, taking call, cleaning and money handling.
- After 1 year I was promoted to SBA (senior beauty advisor) which also required the mentioned duties along with overseeing projects and sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Informed customers about special promotions and provided detailed information for various products.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Inspector
Bancroft
10.2017 - 04.2020
- I had to thoroughly inspect bags for tears,burns, leaks or any other imperfections.
- Once fully inspected I had to create labels for boxes and create shipping labels all in a timely manner.
- Improved quality assurance procedures to minimize errors and increase effectiveness of inspections.
- Prepared reports detailing findings of inspections, investigations, and tests.
- Inspected and examined materials and finished parts and products for defects and wear to verify conformance with blueprints, diagrams, and template specifications.
- Sampled products to verify compliance with standards
Customer service desk clerk, Outbound Customer Service Representative
CPI
12.2000 - 04.2005
- Made outbound calls to customers to collect debts owed.
- Executed outbound Type calls and converted Number% of calls into sales.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Inputted new customer information into Type database to create account for sales opportunities.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Education
Carroll High School
Associate Of General Studies - Physical Education
Louisiana Delta Community College
Monroe, LA12.2025
Skills
- Order and Refund Processing
- Upselling Products and Services
- Issue and Complaint Resolution
- Creative Problem Solving
- Number wpm Typing Speed
- Responding to Difficult Customers
- De-escalation Techniques
- Call Documentation
- Data Entry
- Upbeat and Positive Personality
- Verbal and Written Communication
- Multitasking and Prioritization
- Customer Service
- Efficient and Detail-Oriented
- Customer Retention Strategies
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Inventory Management
- Time Management
- Inbound and Outbound Calling
- Refunds and Returns Management
- Team-Oriented and Cooperative
- Teamwork and Collaboration
- Relationship Building
- Patient and Empathetic
- Sales and Upselling
- Credit Card Payment Processing
- Microsoft Word
- Sales Expertise
- Active Listening
- Refund Processing
- Call Center Operations
- Conflict Resolution
Additional Information
Willing to relocate: Authorized to work anywhere in the US
Timeline
Customer Service Representative
USBankLocations
09.2021 - Current
Inspector
Bancroft
10.2017 - 04.2020
CSA
Walgreens
08.2016 - Current
Customer service desk clerk, Outbound Customer Service Representative
CPI
12.2000 - 04.2005
Carroll High School
Associate Of General Studies - Physical Education
Louisiana Delta Community College