MARISELLE GREGORY

SUMMARY

Communicative customer service professionals are motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

EXPERIENCE

Customer Service Representative

Nan McKay & Associates Miami, FL October 2020 - August 2022

Handled all contacts (phone) accurately and professionally.

Responded to all the customer's inquiries and probe accordingly as to provide a first contact resolution.

Researched required information using available resources and knowledge.

Accurately and thoroughly record call log notations in the system of record.

Defused and deescalated irate customers as to ensure great customer experience.

Verified and updated customer information.

Identified and escalated priority issues.

Performed data entry into SharePoint, and PHA Business System.

Provided excellent customer service to participants, landlords, co-workers, clients and vendors.

Ensured regular attendance and punctuality.

Performed other duties as assigned.

Housing Specialist

Nan McKay & Associates Miami, FL June 2019 - October 2020

Managed an assigned caseload of HCV participants.

Reviewed applications and documents for accuracy and completeness.

Conducted assessments to determine eligibility for rental assistance programs.

Conducted annual recertification within the required time frame.

Completed interim recertification as required.

Conducted participant briefings.

Processed and monitored participant moves to a new dwelling.

Determined housing assistance payment and tenant rent calculation.

Researched and analyzed data related to housing needs and trends.

Educated participants on program requirements and family obligations.

Resolved concerns between owners, tenants and the Public Housing Authority (PHA).

Processed all transactions within the PHA required business systems.

Maintained accurate and complete applicant/participant files.

Provided excellent customer service to participants, landlords, co-workers, clients and vendors.

Conducted all job functions in alignment with the PHA Administrative Plan, HUD regulations and other state and local requirements.

Administrative Assistant

Office of Psychological and Behavioral Services Sabana Grande, Puerto Rico October 2005 - February 2015

Always maintained utmost level of confidentiality.

Provided administrative support to the executive team, including scheduling meetings and managing calendars.

Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.

Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.

Composed letters, memos, reports, emails, presentations and other written correspondence as required by staff.

Managed incoming calls while providing information or transferring callers to appropriate personnel.

Demonstrated business practices and personal actions that are ethical and adhere to corporate compliance and integrity guidelines.

Answered and screens incoming telephone calls.

Answered questions from customers regarding services offered by the office and staff.

Maintains insurance credentialing for Psychologists, to include new provider credentialing and re credentialing.

Tracked and submitted employee timesheets to prepare for payroll processing.

Events and Promotions Coordinator

Promotex, Inc Santurce, Puerto Rico April 2001 - September 2003

Developed event themes and concepts to ensure successful execution of events.

Developed and implemented promotional strategies to increase event attendance.

Introduced New Products to prospective clients.

Developed and trained new personnel.

Performed general administrative tasks.

Assembler

Baxter Healthcare Corporation, Fenwal Division San German, Puerto Rico April 1997 - February 2001

Completing production and quality forms.

Assembled and sub assembled dialysis blood treatment kits.

Assembled components according to specifications using hand tools, power tools, and other equipment.

Verified components specifications for the assembled line.

Resolved assembly problems and kept equipment operational by completing preventive maintenance requirements.

Maintained supplies inventory.

CONTACT

305-***-****

ad05b0@r.postjobfree.com

North Miami Beach, FL 33179

SKILLS

Call Management

Data Collection

Information Security

Complaint Resolution

Appointment Scheduling

Inbound and Outbound Calling

Account Updating

Report Preparation

Shipping and Receiving Understanding

Problem-Solving Abilities

Computer Proficiency

Office Equipment Proficiency

Call Center Operations

Grammar

Positive and Professional

Conflict Resolution

EDUCATION AND TRAINING

Certificate

Immigration Paralegal Specialist

Florida Paralegal Institute, Miami, FL

June 2017

Some College (No Degree)

Forensic Investigation

National University College Online Division, San Juan, PR

LANGUAGES

English:

Professional

Spanish:

Native/ Bilingual

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