Margie Massey

Los Lunas, NM *****

adquth@r.postjobfree.com

+1-505-***-****

As an experienced, highly organized and detail-oriented person, I am seeking work from home employment in customer service.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

CSR - Customer Service Representative

BCforward - Albuquerque, NM

April 2021 to Present

Currently I am a Customer Service Representative for the New Mexico Human Services Dept in the Digital Channel. I assist chatters with questions about their benefits. Customer Relations Specialist

LadyBoss Weight Loss - Albuquerque, NM

November 2020 to January 2021

Receive emails from Lady Boss customers about their supplement orders, tracking information, missing orders, missing items, charges, etc. Answered all customer questions and concerns via email. Customer Service Representative/Call Center

Concentrix - Albuquerque, NM

June 2020 to August 2020

Receive calls from Aetna Medicare members to discuss claims and benefits. Retention Specialist/Customer Service

Alorica/DirecTV/BofA - El Paso, TX

December 2019 to March 2020

Assist current DirecTV customers who call in with billing issues, credits, discounts and cancellation. Also, Deposits for Bank of America

Customer Service Representative

Mattingly Low Vision - El Paso, TX

April 2017 to July 2019

Entered orders into QB that came in via email, fax and over the phone. Answered phone calls and assisted customers with billing questions, product issues and pricing information. Entered info into UPS, box size & weight and printed shipping labels. Created invoices from sales orders to adhere to boxes before shipping. Service Manager

Alorica AT&T - El Paso, TX

March 2016 to January 2017

Assisted AT&T business customers who were experiencing issues with their services in getting those issues resolved & their services restored.

Customer Care Associate

Empire Today LLC - El Paso, TX

April 2015 to October 2015

Responsibilities:

Received calls from customers about flooring installations, sales appointments, complaints, billing and other various issues.

Accomplishments:

Customer asked if she could speak to my supervisor to let the company know how appreciative she was that I provided her excellent customer service.

Skills Used:

Able to use company computer systems such as Siebel, MS Word, Excel & Outlook, patience, understanding, and empathy

Inbound Sales Agent

West Corporation - El Paso, TX

July 2014 to October 2014

Responsibilities

Contacted current Direct customers to offer programming upgrades as well as other special incentives. Skills Used

Salesmanship skills with courtesy & respect.

Inbound Agent / Call Center

DialAmerica - El Paso, TX

April 2012 to May 2014

Received inbound calls from GE Capital Retail Bank customers, AIG customers, Megabus and Sirius customers. Assisted all customers with various issues such as credits, reservations, questions and complaints.

Customer Relations Agent / Call Center

Sitel Corporation - Albuquerque, NM

February 2011 to December 2011

Received inbound calls from existing and potential customers for the Starbucks Coffee Company for customer related issues. Assisted customers with inquiries regarding account balances, account credits as well as account set-up and I also provided monetary credit to customer accounts via BCLS and offered service recovery (coupons or monetary credit) for complaints and other issues. Documented all customer conversations for future reference onto their accounts. Receptionist/Administrative Assistant

Jeffco, Inc - Albuquerque, NM

March 2008 to April 2010

Ran the front desk for the La-Z-Boy Furniture Galleries. I balanced the cash drawer on a daily basis, also did all bank deposits and provided support to customers for financing via GE Money. I also assisted sales staff with sales tags and ringing up of customers, checked inventory, in charge of maintaining and ordering office supplies, created memos and documents as well for the Store Manager and Owner. Education

Associate in Communication and History

University of Texas - El Paso, TX

1986 to 1992

Skills

• Customer Service

• Customer Care

• CSR

• Customer Support

• Call Center

• Excel

• Microsoft Word

• Microsoft Office

• Order Entry

• Microsoft Publisher

• Basic Math

• English

• Administrative Experience

• Inside Sales

• Microsoft Outlook

• Pricing

• QuickBooks

• Salesforce

• CRM software

Assessments

Sales: Influence & Negotiation — Highly Proficient May 2020

Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.

Full results: Highly Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

Qualifications

MS Office, Word, Excel, PowerPoint, Publisher, Access, Outlook. QuickBooks 2018. Familiarity with all office procedures and office equipment as well.

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