Service Representative Customer
Resume:
Willie Marion
Chicago, IL *****
adxkmz@r.postjobfree.com
I'm a strong leader and problem-solver; bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. I have experience with enhancing the customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. I'm capable of using independent decision-making skills and sound judgment to positively impact company success. Authorized to work in the US for any employer
Work Experience
Account Manager 1
Paylocity - Schaumburg, IL
March 2023 to May 2023
Received training to facilitate client satisfaction and renewed customer relations to drive growth. Received training on addressing problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
Reinforced experiences in delivering exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously. Reinforced knowledge of best practices for the documentation of customer interactions in computer system and assisting cross-functionally with billing and technical support to deliver high-quality customer service.
Coordinator - Finance Planning & Analysis
Verizon Wireless - Rolling Meadows, IL
July 2014 to December 2021
Provided feedback to leadership concerning team compliance and performance opportunities. Collaborated with cross-functional teams to align close potential contractual gaps. Researched and compiled information on variety of planning issues from multiple sources, prepared thorough reports and presented findings in both virtual and face to face meetings. Gathered and organized materials to support potential workflow changes. Entered data, generated reports, and produced tracking documents concerning repeated compliance issues.
Implementation of contract details in Enterprise Customer Profile Database.
Resolved Enterprise customer escalation concerning Point of Contact and Contract discount through both email and phone calls.
Coordinator Customer Service
Verizon Wireless - Elgin, IL
June 2012 to July 2014
Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
Responded to customer needs through competent customer service and prompt problem-solving. Resolved concerns with products or services to help with retention and drive sales. Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Explained charges, fees, terms of sales, and service agreements using email and virtual chat systems Resolved customer complaints while prioritizing customer satisfaction and loyalty. Responded to customer Chats and emails to answer questions about products and services. Handled simultaneous customer chats fielding over 60 chats per day. Analyst - Data Technical Support
Verizon Wireless - Dublin, OH
October 2010 to June 2012
Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions. Reduced response time for Tier 1 and 2 support tickets. Analyzed issues to identify troubleshooting methods needed for quick remediation. Analyzed massive quantities of deep-dive information for Early Termination Fee waivers based on service performance. Resolved issues with systems, hardware and telephones quickly and accurately. Coordinator - Data Technical Support
Verizon Wireless - Dublin, OH
February 2007 to October 2010
Used ticketing systems to manage and process support actions and requests. Managed high levels of call flow and responded to Tier 1 and Tier 2 technical support needs. Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Translated complex technical issues into digestible language for non-technical users. Responded to customer inquiries and provided technical assistance over phone. Customer Service Representative
Verizon Wireless - Murfreesboro, TN
February 2006 to February 2007
Responded to customer requests for products, services, and company information. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Offered advice and assistance to customers, paying attention to special needs or wants. Updated account information to maintain customer records. Answered constant flow of customer calls with minimal wait times. Answered customer telephone calls promptly to avoid on-hold wait times. Utilized customer service software to manage interactions and track customer satisfaction. Handled over 50 customer inquiries and suggestions courteously and professionally daily. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor. Participated in team meetings and training sessions to stay informed about product updates and changes.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Some in Information Technology
Columbus State Community College - Columbus, OH
June 2008 to June 2011
High school diploma
David E. Mackenzie - Detroit, MI
September 1989 to May 1992
Skills
• Team management
• Conflict management
• Call center
• WordPress
• Microsoft Office
• Internal audits
• Paylocity (Less than 1 year)
• SharePoint (2 years)
• Google Suite (2 years)
• Data entry (4 years)
Links
https://www.linkedin.com/in/willie-marion-6b616b106/ Certifications and Licenses
CompTIA A+
CompTIA Network+
Assessments
Customer focus & orientation — Proficient
February 2023
Responding to customer situations with sensitivity Full results: Proficient
Basic computer skills — Highly Proficient
February 2023
Performing basic computer operations and troubleshooting common problems Full results: Highly Proficient
Workplace safety — Proficient
February 2023
Using safe practices at work
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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