Tassia Marshall
Miramar,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service 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
11
11
years of professional experience
Work History
Front Desk Agent
Miami Hilton Downtown
Miami, FL
03.2025 - Current
- Provided exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Coordinated room assignments and maintained accurate reservation records using property management systems.
- Trained new front desk staff on operational procedures and customer service standards.
- Managed front desk operations, ensuring efficient check-in and check-out processes.
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Maintained clean and organized front desk areas to uphold polished company image.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Got recognized by the CEO of the company twice for my outstanding customer service experience.
- Very attentive to the guests request or complaints. To ensure guests have the best experience with finding a solution for their needs or requests.
- Proficient with using the system ONQ to find, create ,manage or edit a guest reservation.
- Manage over 50 calls per day while working in PBX maintaining multiple tasks at once.
Licensed Health Insurance Agent
Everise
WFH
12.2023 - 03.2025
- Guided clients through health insurance options, ensuring informed decisions aligned with individual needs.
- Educated clients on policy benefits, enhancing understanding and satisfaction with coverage choices.
- Developed personalized insurance plans, increasing client retention through tailored solutions.
- Collaborated with underwriters to streamline application processes, improving overall efficiency and turnaround times.
- Mentored junior agents in compliance regulations and sales techniques, foster indication team development and performance improvement.
- Implemented customer feedback mechanisms to enhance service delivery, resulting in improved client relations and trust.
- Self-motivated, with a strong sense of personal responsibility.
- Had experience in both Medicare advantage and Medicare supplemental insurance plans
- Knowing how to decisively choose between the plans based on on listening to customers key words, want needs and pricing budgets.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Paid attention to detail while completing assignments.
- Passionate about learning and committed to continual improvement.
- Proven ability to learn quickly and adapt to new situations.
- Streamlined the insurance application process, resulting in faster approvals and increased efficiency.
- Collected demographic and insurance information from patients.
- Streamlined insurance processes for increased efficiency and customer satisfaction.
- Customized insurance packages to client needs, enhancing customer satisfaction and loyalty.
- Increased customer satisfaction by providing exceptional service and tailored insurance solutions.
- Processed insurance claims accurately and efficiently, maximizing reimbursements for the practice.
- Completed Number applications to secure immediate insurance coverage for clients.
License Insurance Sales Agent
PeopleShare/Optum
WFH
06.2023 - 12.2023
- License for Accident/Health Insurance for TX, OH, FL, PA, NY, CA, MI.
- Consults with clients and prospective clients to assess insurance needs, budget, financial planning goals and other relevant details.
- Provides rate quotes and coverage recommendations; assist with long term planning
- Assist with completion of application and other necessary paperwork; obtains underwriting approval
- Passionate to help clients find a policy they can rely on. Highly skilled in organization and customer service with keen attention to detail.
Customer Service Representative
ROI Solutions Inc.
WFH
12.2021 - 06.2023
- 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.
- Handle multiple cases to help people with rental assistance
- Carefully evaluate application for correct documentations
- Escalate emergence issues
Representative
Alorica
WFH
06.2021 - 09.2021
- Identified prospect needs and developed appropriate responses along with information on suitable products and services.
- Provided basic technical support resolving issues for clients on variety of company products.
- Adapted sales techniques to specific clients and promoted products based on individualized client needs.
- Accepted and processed payments and purchases for new equipment.
- Listened to customer needs and desires to identify and recommend optimal products.
- Activated both contract and pre-paid wireless phones for 400 customers per month by typing new SIM number or serial numbers.
- Made payment arrangement for customers if needed or making sure bill is accurate.
- Provided technical support for devices that were not functioning properly.
Front Desk Agent
Holiday Inn Express Hotel Suites
Lubbock, TX
06.2020 - 05.2021
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered Multi line phone system and greeted callers enthusiastically.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Assisted at front desk when and handled purchases at gift shop.
Access Control Specialist
Miami Management INC.
Hialeah, FL
10.2018 - 03.2019
- Prepared and maintained records and documentation pertaining to incidents.
- Monitored property to report unlawful activity.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Patrolled and monitored premises in company vehicle, on bicycle and by foot.
- Always kept check-in area clean and neat.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Drafted reports of property damage, theft, accidents and unusual occurrences to document daily activities and irregularities.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Secured entrances and exits by maintaining physical presence and carefully monitoring CCTV.
Sales Associate/ Customer Service
Lowes Home Improvement Stores
Hialeah, FL
05.2017 - 08.2018
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Prepared merchandise for sales floor by pricing or tagging.
- Engaged with customers to effectively build rapport and lasting relationships.
- Provided positive first impressions to welcome existing, new and potential customers.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
Sales Associate
Forever 21
Pembroke Pines, FL
06.2016 - 03.2017
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Solved customer challenges by offering relevant products and services.
- Processed product returns and assisted customers with other selections.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
Sales Associate
Macy's
Aventura, FL
08.2015 - 12.2015
- Completed orders and organized product deliveries to meet customer timetables.
- Tracked stock using company inventory management software.
- Prepared large cash deposits with zero discrepancies.
- Performed end-of-shift cash out operations according to store policies, maintaining accurate counts and receipt records.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Helped customers complete purchases, locate items and join reward programs.
Education
No Degree - Nursing
Broward College
Davie, FLHigh School Diploma - undefined
Miami Carol City Senior High School
Miami Gardens, FL06.2016
Skills
- Speaking
- Coordination
- Service Orientation
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
- Motivated to exceed managerial expectation
- Perform equally as well in a team environment or independently
- Certified Word, Excel, PowerPoint, Outlook
- Poised and professional with outstanding communication skills
- Building Customer Trust and Loyalty
- Credit Card Payment Processing
- Inbound and Outbound Calling
- Administrative and Office Support
- CRM Systems
Timeline
Front Desk Agent
Miami Hilton Downtown
03.2025 - Current
Licensed Health Insurance Agent
Everise
12.2023 - 03.2025
License Insurance Sales Agent
PeopleShare/Optum
06.2023 - 12.2023
Customer Service Representative
ROI Solutions Inc.
12.2021 - 06.2023
Representative
Alorica
06.2021 - 09.2021
Front Desk Agent
Holiday Inn Express Hotel Suites
06.2020 - 05.2021
Access Control Specialist
Miami Management INC.
10.2018 - 03.2019
Sales Associate/ Customer Service
Lowes Home Improvement Stores
05.2017 - 08.2018
Sales Associate
Forever 21
06.2016 - 03.2017
Sales Associate
Macy's
08.2015 - 12.2015
No Degree - Nursing
Broward College
High School Diploma - undefined
Miami Carol City Senior High School