Shaina Marcelin
Customer Service Representative
Orlando,FL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
1
1
Language
Work History
Customer Service Representative ( Remote)
Verizon Wireless
Orlando, FL
03.2022 - Current
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Virtual Assistant
Upwork
Orlando, FL
03.2022 - Current
- Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
- Executed travel arrangements by researching and booking flights and accommodations.
- Coordinated Skype calls across multiple time zones.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Conferred with customers by telephone, chat or email to provide information.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Established administrative work procedures to track staff's daily tasks.
Customer Service Associate
Universal Studios
Orlando, FL
06.2018 - 02.2022
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained up-to-date knowledge of product and service changes.
Education
High School Diploma -
Maynard Evans High School
Orlando, FL 08.2015 - 05.2019
Associate of Arts - Health Science
Valencia College
Orlando, FL 07.2019 - Current
Skills
Complaint resolution
Multi-line phone talent
Administrative support
Strategic sales knowledge
Creative problem solving
Technical Support
Account management
Sales expertise
Timeline
Customer Service Representative ( Remote)
Verizon Wireless
03.2022 - Current
Virtual Assistant
Upwork
03.2022 - Current
Associate of Arts - Health Science
Valencia College
07.2019 - Current
Customer Service Associate
Universal Studios
06.2018 - 02.2022
High School Diploma -
Maynard Evans High School
08.2015 - 05.2019