SHELIA MARSHALL
Loganville,GA
Summary
Motivated and dependable professional with years of experience in fast-paced environments utilizing excellent Customer Relations and Service Satisfaction. Proficient in job execution and proven track record of success in compliance and customer service.
Overview
21
21
years of professional experience
Work History
Express Claim Associate
State Farm
10.2021 - Current
- Followed up with customers on unresolved issues.
- Evaluated accuracy and quality of data entered into agency management system.
- Interviewed policyholders to verify information and obtain additional details.
- Examined reports, accounts and evidence to determine integrity and accuracy of information.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Checked documentation for accuracy and validity on updated systems.
Dispatcher Supervisor
Comcast
05.2015 - 11.2019
- Maintained meticulous employee records to accurately track attendance and productivity.
- Manages multiple projects, including escalations, at various stages of completion, ensuring accuracy and detailed follow-through
- Established and document individual employee goals and action plans to drive and improve performance and assist employee in career growth planning
- Monitor team performance, implementing individualized plans to improve performance
- Ensures HR documentation, reviews and payroll issues are high priorities and administered in a timely fashion
- Managed 15 dispatchers while leading and delegating job assignments, tracking project status, processing payroll and resolving issues to maximize productivity.
Dispatcher
Comcast
01.2013 - 01.2015
- Always demonstrated superior customer service and professionalism, developing a deep understanding of products and product strategy
- Worked to resolve any issues/concerns to retain loyal business and increase client satisfaction
- Aided Front Line Agents with field issues, utilizing resources to educate and navigate through solutions
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
FULFILLMENT|WOM
COMCAST
01.2008 - 01.2013
- Responsible for providing all pre-setup activities and ensuring that account qualification activities are in place prior to day of installation
- Supported the technical and procedural processes that are a part of Comcast Video, Voice, and Data services
- Worked with both internal and external resources, and maintains a detailed account in the work log
- Coordinated pre-setup activities with the customer, including appointment reminders and reviews of services to be installed, as needed
- Represented Comcast in a positive, professional manner, working to exceed customer expectations while minimizing the need for further escalation.
REPAIR TECH II
COMCAST/FHC
01.2000 - 01.2008
Education
BBA - MARKETING
NORTH CAROLINA CENTRAL UNIVERSITY
Skills
- Effective Communication
- Self-Motivated
- Flexible and Adaptable
- Customer Satisfaction
- Critical Thinking
- Efficient and Detail-Oriented
Timeline
Express Claim Associate
State Farm
10.2021 - Current
Dispatcher Supervisor
Comcast
05.2015 - 11.2019
Dispatcher
Comcast
01.2013 - 01.2015
FULFILLMENT|WOM
COMCAST
01.2008 - 01.2013
REPAIR TECH II
COMCAST/FHC
01.2000 - 01.2008
BBA - MARKETING
NORTH CAROLINA CENTRAL UNIVERSITY
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