Customer Service
Resume:
MARQUIS EVANS
Fuquay Varina, NC 27526
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Accomplished Customer Coordinator/Service Representative that
possesses extensive experience related to the customer oriented
aspects of daily business functions. Key strengths include but not
limited to:
. Exceptional ability to build customer relationships, retention,
loyalty, and trust.
. Outstanding analytical skills with the ability to listen and
ease customer tensions.
. Knowledge with several software and computer related
applications.
. Organized team player, highly motivational with diverse work
ethic. Business driven and focused with management experience.
. Able to learn and utilize new processes and implementations
quickly, effectively, and efficiently.
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12/2004 - 08/2010 Siemens Health Care Customer
Care Coordinator
Incoming/outgoing calls and email inquiries from physicians,
patients and internal employees regarding medical billing, insurance
claims, and medical equipment service issues. Open service and
maintenance requests using SAP. Dispatch engineers to field service
calls. Process pricing, payments, and credit requests for equipment
and parts sales and orders. Coordinate tracking and shipments to
customer facilities. Monitor and follow up on delinquent accounts.
11/2002-12/2004 Pricewaterhouse Coopers
Client Support Analyst
Handle customer calls answering questions regarding 401K
information. Track, capture, and maintain sensitive and critical
financial data for employees of major corporations including options,
transfers, shares, and futures. Assist customers with real time and
historical market data designed to enhance customer portfolios and
expected projections. Process and submit withdrawal and transfer
requests.
6/2000-12/2002 Qualex Technical Support
Representative
Assist customers as first level response with technical phone
support of digital media equipment, and product related issues. Open
trouble ticket and maintain detailed documentation of call, process
followed, and method taken to resolve issue. Used remote access to
diagnose errors and respond to system log errors to resolve issue.
Support logistics to field engineers and scheduled maintenance
requests. Place and track orders, inquiries, and work orders thru e-
mail and internal K-Net system. Update and maintain service database.
8/1995 - 6/2000 IBM Help Desk Support
Technician 2
Assist in setup and support of phone system application within U.S.
IBM locations. Compile and analyze database on daily call volume,
abandon rate, log times, and outages. Handle management requests for
loading and maintaining employee information and entering it into
internal blue book phone directory. Monitor calls for performance and
reported results to senior management for monthly employee coaching
review.
Extensive proficiency with performing tasks using Microsoft Office
Suites, Windows 2000, XP, Vista, Windows 7, Linux, HTML, TCP/IP,
Networking, Lotus Notes, Database Maintenance, SAP, Heat/Remedy,
Dispatching, VPN/Remote Applications, Accounting, Spreadsheets.
Currently enrolled at Devry University pursuing Bachelor's
Degree.
Expected Graduation 09/2012 currently 45% of courses have been
completed. Can operate in a Business/Operations Management/Financial
Environment.
Contact this candidate