MARQUITA R. TERRELL 410-***-**** ad2n8w@r.postjobfree.com

Skills and Qualifications: Customer service, detail and goal oriented with the ability to work independently and diligently with a diverse team. Ability to multitask in a fast-paced environment and tackle any issue utilizing effective decision making and problem-solving skills. Excellent oral and written communication skills. Proficient in Windows, Mac, MS Office Suite; IT Deployments; Experienced in accurately creating and servicing trouble tickets; Conducting hazardous inspections; Dispatching/Communicating to Emergency personnel; Familiar with IT Service Management software. Held TS/SCI Security Clearance

Education:

The Art Institute of Pittsburgh: Food and Beverage Operations Management 2015

Cyber Security Course 2015

IT Deployment/ Helpdesk Course 2013

3/2023 - Present Instacart

Grocery Shop and Deliver

Works as a Full Service shopper, managing each order from start to finish.

1/2022 - 3/2023 US PACK

Dispatch /Customer Care Manager

Accept all incoming customer calls to make sure overall customer satisfaction is achieved. Manage and maintain drivers manifest and the distribution of deliveries.

●Pay close attention to detail, while effectively multi-tasking in a fast-paced environment demonstrating excellent problem-solving skills.

●Serves as the primary communicator between Independent Contractors and customers of our organization.

●Work together as a team to make sure all deliveries are made in a timely manner.

●Manage inbound and outbound deliveries for several accounts, which includes Organizing and maintaining the warehouse inventory.

●Manage, update and send daily reports on completion of deliveries to customers and receipt of Inbounds.

●Created tickets and manifest from order request, via email for 10 -12 drivers

●Adjusted pay when authorized or after making sound decisions based on company guidelines.

●Received inbound goods making sure inventory was accurate upon receiving.

●Checked delivery items in and adequately placed them in appropriate location of high volumed warehouse

●Selected items from inventory for online orders,

10/2020 – 10/2021Night and Day Logistics

Dispatch/ Administrator

Receive, enter and distribute work orders. Also update customers on proof of deliveries.

●Manage contact with employee drivers and independent contractors to ensure all deliveries are covered as needed

●Process changes or cancellations to delivery orders.

●Maintain accurate documentation on the status of each job, distribution of work

1/2019 - 4/2020 Anne Arundel County Police Department

911 Call Taker/Dispatcher

Served as the primary source when calling 911. Had to pay close attention to details when taking information from the caller, that were then sent over to dispatch.

●Answered non emergency line and transferred to the correct department.

●Dispatched calls also to the Ambulance and Fire department. Received alarm signals and calls from security officers.

●Dispatched proper authorities to access the issue.

●Monitored closed-circuit television, computerized card access, alarm systems.

●Uploaded daily reports when required and/or requested by competent authority.

●Organized accurate database records for all BSU parking citations, daily, as assigned.

2/2017 - 2/2018 Optum Call Center

Clinical Patient Support Coordinator

Constantly met established productivity, scheduled adherence, and quality standards while maintaining good attendance. Also assisted with faxes and emails.

●Answered around 100-120 calls per day in a call center environment

●Successfully maintained a 98 - 100 percent QA per call while building a good relationship with patients

●Employed Hawkeye Scheduler software to manage nurse Practitioners schedule and coordinate appointments with patients.

●Monitored stats daily to ensure goals and guidelines were being met

●When following up or confirming with practitioners, utilized appropriate medical terminology to notate the system.

1/2015 - 3/ 2017 SHA (State Highway Administration)

Emergency Traffic Management Dispatcher

While working both independently and with a team, successfully and adequately monitored roadway utilizing ITS devices and specialized software to maintain an accurate real-time traffic incident status database.

●Manage traffic incident information in accordance with the applicable standard operating guidelines

●Disseminate pertinent traffic incident information via Dynamic Message Signs, Highway Advisory Radio, text messages, telephone communication and email

●Obtain and report traffic incident status information to and from Emergency Response Tech and multiple agencies

●Utilized ITS database to enter detailed documentation and reporting of incidents

●Provided outstanding customer service when responding to customer concerns and maintenance requests

●Assisted with route of Emergency Response Technicians, using mapping system

1/2005 – 2/2014 Engility Co.

Senior Network Installer III/ Help Desk

Led and worked with a team at both the end user and main hub to accurately complete dozens of Network Security/ Infrastructure installs. Also had to configure and troubleshoot IT Deployments in SCIF locations.

●Aided in saving money and time by assisting accounts receivable departments with materials needed and delegating tasks accordingly in order to finish projects in a shorter time span.

●Promptly obtained daily work orders, assessing each one to ensure all tickets would be completed in a timely manner.

●Accurately cloned computer disk, installed software/hardware and configured in a timely fashion

●Coordinated closely with customers to ensure projects were completed on time and to standard.

●Utilized several troubleshooting skills to ensure all appropriate applications were properly installed.

●Processed customer satisfaction surveys, drastically reducing potential problems.

●Proactive planning and proper material ordering led to a notable increase in morale in all departments.

●Customer service focus resulted in exceptional customer feedback.

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