Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

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

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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

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Shaina MarcelinCustomer Service Representative