Customer Service Representative
Resume:
Marcie Roussel
New Bern, North Carolina *****
**************@*****.***
Professional Summary
Resourceful and composed Customer Service Representative with a strong foundation in client- facing roles across call centers and childcare. Known for effective communication, multitasking, and a calm, consistent demeanor under pressure. Experienced in handling multi-channel inquiries, escalating complex issues, and maintaining high customer satisfaction. Adept in Microsoft Office, data entry, and case documentation. Ready to bring dedication and adaptability to a dynamic team environment.
Key Achievements
• Customer Satisfaction: Delivered 95% accuracy in handling multi-channel inquiries at TTEC, improving customer satisfaction and retention.
• Process Efficiency: Reduced resolution times through proactive escalation to specialized teams, enhancing service delivery.
• Child Development: Developed and led growth-focused activities at Coastal Community Action, Inc., contributing to measurable child development milestones. Professional Experience
Concentrix
Customer Service Representative (Seasonal – TurboTax) Mar 2025 – Apr 2025
• Assisted customers with TurboTax inquiries during peak tax season.
• Delivered timely, accurate guidance on tax-related topics and account support.
• Maintained composure and professionalism in high-volume call environment. TTEC
Customer Service Representative Dec 2022 – Mar 2023 / Dec 2023 – Feb 2024
• Handled inbound and outbound inquiries across multiple channels with a 95% accuracy rate.
• Resolved complex customer issues and escalated appropriately, improving resolution times.
• Maintained calm in high-stress situations, ensuring customer satisfaction and loyalty. Coastal Community Action, Inc.
Childcare Provider / Floater Teacher Dec 1998 – Dec 2021
• Facilitated developmentally appropriate activities promoting child learning and growth.
• Communicated effectively with parents, staff, and children to support collaboration.
• Adapted to various roles daily, ensuring reliable support and continuity of care. Skills
• Customer Support (Phone, Email, Chat)
• Call Center Operations
• Conflict Resolution & Complaint Handling
• Microsoft Office & Outlook
• Data Entry & Typing
• Healthcare Billing Systems
• Multitasking & Time Management
• Phone Etiquette & Professional Communication
Education
Craven Community College Childcare (Some College – No Degree) — 1997 New Bern High School High School Diploma — 1991
Certifications
• Childcare Credentials 1 – Dec 1997, Craven Community College
• Childcare Credentials 2 – Dec 1997, Craven Community College Personality Highlights (via Trudy Assessment)
• Conventional – Follows proven methods and structure
• Flexible – Adapts well while maintaining performance
• Engaged – Team-oriented and interpersonal
• Accommodating – Respectful and understanding of others
• Composed – Maintains calm and control in challenging situations
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