Customer Service Representative
Resume:
Marcus Williams
*** *** ***** ******* *****, #***, Florence, AL. 35630 **************.*********@*****.*** LinkedIn
Summary
Customer Service Representative with over four years of remote support experience, adept at managing high call volumes and multiple applications. Demonstrates strong technical support and help desk expertise while resolving customer inquiries efficiently. Committed to providing empathetic, clear communication and maintaining operational excellence in fast-paced, cross-functional environments.
Skills and Aptitudes
•Technical Skills: Microsoft Windows, Microsoft Office, Computer literacy, VS Code IDE, HTML/CSS, Python, React, Databases (MongoDB and Firebase), Quickbooks, Two Factor Authorization and VPN, manage multiple applications
•Software & Tools: Google Suites, Salesforce, Zendesk, Slack and Zoom, Data Entry, Microsoft Outlook
•Customer Service & Communication: Excellent Communication, Creativity and Attention to detail, Ability to work Independently, Self-motivated and Adaptability. Time Management, Empathy and Patience, Effective Listening, Deescalation, Grasp new concepts and retain instruction, Customer service experience
Job Experience
Intuit Quickbooks via Arise Virtual Platform (Contract) Jan 2023 - Mar 2024
Customer Service & Support Domain Expert
•Served as the first point of contact for customers via phone, video, and chat, using CRM and ticketing platforms to address technical inquiries with empathy and clear communication.
•Conducted remote troubleshooting with diagnostic techniques to identify customer issues while efficiently navigating multiple applications.
•Evaluated customer concerns to determine appropriate solutions, ensuring proper use of management tools and resolving issues with technological proficiency.
•Guided customers through problem-solving processes from start to finish, maintaining accountability and recommending additional Intuit offerings when relevant.
•Deescalated challenging situations by applying effective listening and de-escalation techniques, escalating unresolved issues to higher-level support when necessary.
•Recorded detailed logs of events, problems, and resolutions to support continuous improvement and feedback to internal teams.
•Managed time effectively by juggling multiple tasks, ensuring swift and accurate resolutions with a customer-focused approach.
Disney via Arise Virtual Platform (Contract) Oct 2023 - Nov 2024
Customer Service
•Monitored and responded to customer inquiries in a fast-paced call center, utilizing computer literacy skills and Microsoft Outlook to manage communications efficiently.
•Acted as a brand ambassador by upholding core values and providing accurate, empathetic service while booking travel plans and accommodations.
•Delivered timely and precise responses to inquiries, ensuring a seamless customer journey and excellent service delivery.
•Addressed customer concerns by troubleshooting issues and escalating complex cases, maintaining calm and effective problem-solving under pressure.
•Collaborated with cross-functional teams to resolve issues, ensuring proper follow-up and clear communication of updates to customers.
•Proactively identified trends and opportunities for improvement in customer interactions to enhance overall service quality.
Genesis Data Solutions (Family Owned) 2021 - Oct 2023
Full Stack Developer-Intern
Work directly with our senior engineers to add new features, fix bugs, and flush out DevOps infrastructure to improve user satisfaction. Learn best practices of how to architect, design, and develop a product and utilize these practices in projects. The goal is to ensure learning of best practices for architecture, design, and development of a product.
•Web Development.
•Client Requirements.
Genesis Development West 2015 - 2021
Customer Service Representative/Operations Support
•Ensuring that all customer's needs are met, order fulfillment is completed and all necessary support functions are completed.
•Receives inbound and makes outbound calls to arrange or confirm appointments based on the customer's specifications. Answers telephones and responds to basic customer questions and/or forwards calls to appropriate personnel.
•Confer with customers by telephone or in-person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Research customer inquiries and respond appropriately in a timely manner. Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.
•Check to ensure that appropriate changes were made to resolve a given customer's problems.
•Data entry and matching documents to appropriate accounts to ensure up-to-date and accurate information. To keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
•Resolve customer service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
•Processes and distributes incoming and outgoing mail. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
Northland Pioneer Community College 2018 - 2019
Library Assistant
(Position closed on school campus due to due to Covid): Responsible for assisting librarians with all aspects of running a library. Assisted patrons, organize library materials and information, and do clerical and administrative tasks. Responsibilities include:
•Provide customer service by assisting with library events, testing sessions and scheduled reading
•Provide service to customers to make card registrations, cataloging borrowed items, paying of fees, reserving materials, discharging materials, research assistance, reader advisory.
•Organize and shelving of materials maintaining an orderly appearance of the library to provide service to the public. • Inspecting the condition of books before and after check-out to ascertain any damage on behalf of the customer. Documenting and organizing the repair of damaged books.
•Assisting customers with internet access and ensuring their technical needs are met.
•Operate Windows PC.
•Cataloging audio-visual material and other mediums.
•Settling any disruptions or disturbances in the library.
Intuit teleperformance Via Teleperformance Feb 2025 - Apr 2025
Technical Service Representative/Operations Support
•Ensuring that all customer's needs are met, order fulfillment is completed and all necessary support functions are completed.
•Receives inbound and makes outbound calls to arrange or confirm appointments based on the customer's specifications. Answers telephones and responds to basic customer questions and/or forwards calls to appropriate personnel.
•Confer with customers by telephone or in-person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Research customer inquiries and respond appropriately in a timely manner. Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.
•Check to ensure that appropriate changes were made to resolve a given customer's problems.
•Data entry and matching documents to appropriate accounts to ensure up-to-date and accurate information. To keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
•Resolve customer service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
•Processes and distributes incoming and outgoing mail. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
Education
University of Northern Alabama
2023
•Coursework: 9 hours of Coding in Python and C++
Kingsland University
2021
Certificate of Proficiency, Full-stack Developer
Insight Academy of Arizona
2020
H.S. Diploma, General Studies
Northland Pioneer College/NAVIT
Certificate of Proficiency, Welding, NCCER Level's 1,2,3,4
2019
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