Customer Service & Sales Support Specialist

RASHEEDA WILCOXSON

Detroit, MI. ***** 313-***-**** *****************@*****.***

PROFESSIONAL

SUMMARY

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

SKILLS ● Communications ● Flexibility ● Invoice Preparation and

● Customer service ● Switchboard & multi-line Processing

● Critical Thinking ● Report Preparation ● Customer Relations

● Active Listening ● Call Triaging ● Order Processing WORK HISTORY HOME EQUITY OFFICER (HEO) - 01/2025 to Current Unlock Technologies, Troy, MI

Effectively manage individual lead database pipeline according to the company lead contact standards.

Receive and manage both inbound and outbound calls from our existing customers and lead sources.

Deliver persuasive consultation and inform customers on new products, services and policies.

Collaborate with colleagues to improve customer service and outcomes.

Effectively manages CRM flow and uses systems optimally to support our customers and team members.

Effectively troubleshoot concern and solve issues with an emphasis on sales principles and outcomes.

Achieve monthly sales target.

Strong organization skills, accurate, and detail-oriented CUSTOMER SERVICE REPRESENTATIVE - 09/2022 to 11/2024 Allied Construction Building, Detroit, MI

● Monitored incoming team emails.

● Handled customer inquiries and suggestions courteously and professionally.

● Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

● Answered constant flow of customer calls with minimal waiting times.

● Answered customer telephone calls promptly to avoid on-hold wait times.

● Created work orders.

● Processed timekeeping records for field staff

● Prepared jobs for billing before sending to accounting.

● Submitted and followed up on proposals.

● Responded to customer requests for products, services, and company information.

● Managed over 50 calls per day.

GUEST SERVICES REPRESENTATIVE - 02/2006 to 07/2017 Residence Inn by Marriott, Troy, MI

● Welcomed guests upon arrival.

● Registered clients into computer system, verified pertinent information, and made reservations as needed.

● Maintained house bank during shift and processed payments for guest accounts.

● Identified and explained property and amenities.

● Promoted "The Marriott Rewards" program and provided recognition and benefits to all present members.

● Assisted with accounts payable by coding invoices and processing payments.

● Maintained high customer satisfaction standards to meet or exceed targets.

● Handled customer issues with confidence, using complex problem solving to provide effective resolution.

● Worked independently and collaboratively in a team environment. SERVICE AGENT - 03/2003 to 02/2006

The Dearborn Inn, A Marriott Hotel, Dearborn, MI

● Answered and directed incoming calls from inside and outside hotel.

● Identified all guest needs and handled guest requests.

● Assisted with front desk check-ins and checkouts along with making reservations.

● Dispatched hotel staff via two-way radio and telephone.

● Pleasantly greeted customers and asked open-ended questions to better determine needs.

● Managed over 100 calls per day and increased sales by 50%

● Pleasantly greeted customers and asked open-ended questions to better determine needs.

● Suggested additional services for customers in order to meet upselling goals. EDUCATION Breithaupt Academy, Detroit, MI

GED 06/1992

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