Customer Service Representative
Resume:
MARINESHA MADDEN
Forney, TX *****
***************@*****.***
Professional Summary
Customer Service Representative with 15+ years of experience delivering exceptional support in fast- paced, high-volume environments. Proven track record of resolving customer issues efficiently, boosting satisfaction, and building long-term client relationships. Skilled in handling complex inquiries, de- escalating conflicts, and maintaining professionalism under pressure. Adept at using CRM systems, collaborating with cross-functional teams, and consistently exceeding performance targets. Committed to providing empathetic, solution-oriented service that aligns with company goals. Work Experience
Customer Service Representative II
Best Buy-Forney, TX
September 2021 to May 2025
• Delivered high-quality support to customers via phone, email, and chat in a fully remote environment, resolving complex issues with efficiency and professionalism.
• Assisted with escalated inquiries, demonstrating advanced problem-solving skills and maintaining high customer satisfaction.
• Utilized CRM systems to document interactions, track case progress, and follow up on open issues to ensure resolution.
• Provided training and mentorship to new representatives, supporting team performance and consistency.
• Met and exceeded service level goals, including response time, resolution time, and customer satisfaction scores.
• Adapted quickly to evolving company policies, procedures, and remote communication tools to maintain productivity
Customer Service Specialist
Allstate Insurance-Dallas, TX
January 2021 to August 2021
• Verified insurance coverage, benefits, and eligibility to ensure accurate billing and minimize claim denials.
• Submitted, tracked, and followed up on insurance claims to secure timely reimbursement from carriers.
• Reviewed and corrected denied or rejected claims, working with providers and insurers to resolve discrepancies.
Inbound Customer Service Representative
Charter Communictions-Irving, TX
January 2020 to January 2021
• Handled high volumes of incoming calls, emails, and chats, providing prompt and professional customer support.
• Resolved customer inquiries, complaints, and service issues with efficiency and empathy, ensuring a positive customer experience.
• Maintained up-to-date knowledge of company products, services, and policies to provide accurate information and solutions.
• Processed orders, returns, and account updates while maintaining data accuracy and confidentiality.
• Escalated complex issues to the appropriate departments and followed up to ensure resolution.
• Documented customer interactions thoroughly in CRM systems to track trends and improve service delivery.
Customer Service Representative
Teleperformance-Shreveport, LA
March 2017 to December 2019
• Delivered responsive, on-the-go customer support via phone, messaging, and in-person visits to ensure client satisfaction.
• Resolved customer issues quickly and professionally, helping customers with product questions, service updates, and troubleshooting.
• Used mobile apps and tools to access accounts, process service requests, and document interactions in real time.
• Maintained strong communication and problem-solving skills while working independently in a fast- paced, mobile environment.
• Built positive relationships with customers by providing clear information and personalized support.
• Adapted to changing locations and customer needs while maintaining service quality. Remote Customer Support Advisor
Wells Co.
February 2010 to January 2016
• Perform order entry at both sales invoicing level and request for products from supply plants.
• Notify customers of potential backorders, credit issues, order availability and any other information regarding orders.
• Act as a liaison between sales center and plant departments, gather the necessary information and respond appropriately.
Education
High School Diploma
B.T.W High School
August 2005 to May 2009
Skills
• Customer Service
• Systems
• Operating
• Communication
• Strategic thinking
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