Customer Service Representative
Resume:
LaQuaneshia Holly Marshall
Experienced Customer Service expert: Leading Manager Bringing Exceptional Client Satisfaction and Team Success
Desoto, TX 75115
************@*****.***
EXPERIENCE
Securus Technologies Inc., Carrollton, TX — Customer Service Representative, Technical Support 1, Facility Service Representative
Oct. 2015 - June 2024
● Led a team of 7-8 members in delivering prompt and accurate email support, chats, high volume inbound phone calls, outbound phone calls, including technical, billing inquiries, and opening,updating, and closing service tickets.
● Implemented and optimized support processes, resulting in increased efficiency and reduced response times.
● Trained new hires, created training guides, enhancing team productivity and service quality.
● Conducted and dispatched internal escalations to field service technicians/escalation teams.
● Fostered effective communication and collaboration within the team, contributing to a significant rise in customer satisfaction and retention.
US Army, Lewisville, TX — Headquarters Specialist August 2010 - Oct 2015 (Retired)
● Provided comprehensive administrative support, mananging correspondence, records, and schedules.
● Coordinated logistics, procurement, and maintenance of supplies and equipment.
● Ensured secure and efficient information flow within the headquarters unit.
● Assisted in personnel management, including bookkeeping and coordinating training activities.
Star Concessions, Dallas, TX— Customer Service
Representative
OCT 2014 - OCT 2015
● Conducted phone-based and face to face customer interactions, providing product information, processing orders, and handling complaints
● Maintained detailed records of customer interactions to ensure accurate follow-up, inventory, and cost management. SKILLS
Program Development
Customer Service/ Care
Support
Microsoft Office, Excel, Office
Suite
Adobe
Outlook
Salesforce
Integration Systems
Team Leadership
Problem -Solving
Technical Proficiency with
Support Systems
Effective Communication ( In
person, Written, and Verbal)
Multi- Tasking
APD
UKG
10 key
Problem- solving
Project Management
QUALIFICATIONS
Interpersonal Strengths :
Excel in both supervisory and
support roles, fostering
positive relationships and
collaboration.
ORGANIZATIONAL Skills:
● Resolved billing disputes and facilitated merchandise exchanges, contributing to improved customer satisfaction.
EDUCATION
Abilene Christian University, Abilene, TX —
Communications
AUG 2008 - JUL 2009
Relevant Coursework : Mass communications, Interpersonal Communication, Media Writing, Public Speaking, Digital Media Production
PROJECTS
GA DOC/LA DOC/IL DOC PAN — Data Entry (Securus
Technologies Inc.)
● Processed data to update phone records via incoming emails through Salesforce and Integration systems.
● Check processing, refunds, and funding transfers Effectively manage multiple
assignments within specified
timeframes.
Communication Proficiency:
Strong verbal and written
communication skills,
facilitating clear and effective
interactions. Provide expert
technological support in
high-volume
telecommunications call
centers. Assisted customers
with technical issues,
troubleshooting, and
resolving complex problems
efficiently. Utilizing strong
communication and
problem-solving skills to
deliver exceptional service
ensuring client retention,
loyalty, and satisfaction.
Maintained detailed records
of interactions and solutions
to enhance future support and
training initiatives.
Awards
US Army - Leadership Award
MAR 2011
Earned the Leadership Award during Advanced Individual Training(AIT) in recognition of exceptional performance.
Securus Technologies Inc. - Super Star Award
April 2017
Awarded the Super Star Award for consecutive months of customer service and scoring 5 out 5 on customer surveys. Consistently surpassed performance metrics, resolved issues efficiently, and enhanced customer satisfaction.
Securus Technologies Inc. - Stellar Award
JUN 2020
Awarded the Stellar Award for excelling monthly metrics, meeting monthly production goals, and customer ratings.
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