Customer Service Complaint Resolution Specialist
Resume:
Marcel (Marcey) GESTER
Service Expert Speciaist II
Charleston, West Virginia, United States
******.******@*****.***
SUMMARY
Results-driven Service Expert Specialist with a proven track record in enhancing customer satisfaction through effective complaint resolution and critical thinking skills. Dedicated professional with over 6 years in customer service roles. Skilled in problem resolution, data entry, and relationship building. Committed to improving customer experiences and driving satisfaction through proactive solutions and efficient processes. Detail-oriented specialist with a strong background in customer relations and complaint handling. Known for enhancing service quality through critical evaluation and effective follow-up, aiming to support organizational goals in customer satisfaction. Dynamic individual with hands-on experience in complaint handling and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes. Experienced with specialized task execution and strategic implementation. Utilizes effective problem-solving techniques to enhance operational processes. Track record of fostering team collaboration and ensuring project success. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Results-oriented achiever with proven ability to exceed targets and drive success in fast- paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
WORK EXPERIENCE
November 2019-April 2026
Service Expert Specialist II
Modivcare Solutions LLC
Charleston, West Virginia, United States
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Enhanced customer satisfaction with timely and accurate issue resolution.
• Gathered, organized and input information into digital database.
• Collected, arranged, and input information into database system.
• Generated reports detailing findings and recommendations.
• Evaluated staff performance and provided coaching to address inefficiencies.
• Followed all company policies and procedures to deliver quality work. November 2019-April 2026
Service Expert Speciaist II
Modivcare Solutions LLC
Charleston, West Virginia, United States
July 2018-October 2019
Cashier
Albertsons Grocery Store
Las Vegas, Nevada, United States
• Processed customer transactions accurately, ensuring efficient checkout experiences.
• Provided exceptional customer service, assisting shoppers with inquiries and product selections.
• Maintained clean and organized checkout areas, enhancing overall store presentation.
• Operated point-of-sale systems, efficiently handling cash and electronic payments.
• Resolved customer complaints promptly, fostering positive shopping experiences and retention efforts.
• Greeted customers entering store and responded promptly to customer needs.
• Welcomed customers and helped determine their needs.
• Worked flexible schedule and extra shifts to meet business needs.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Helped customers complete purchases, locate items, and join reward programs.
• Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
• Stocked, tagged and displayed merchandise as required. June 1995-September 1998
Billing Specialist
Guam Kashyu Inc.
United States
• Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
• Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
• Ensured compliance with industry regulations by staying up-to-date on changes in billing rules and guidelines.
• Optimized payment collection times by implementing effective follow-up strategies with clients.
• Managed monthly billing cycles to ensure timely issuance of invoices and statements.
• Enhanced interdepartmental communication to ensure accuracy and completeness of billing information.
• Improved customer satisfaction with prompt and clear communication regarding their billing inquiries.
• Used data entry skills to accurately document and input statements.
• Handled account payments and provided information regarding outstanding balances.
• Collaborated with cross-functional teams to streamline invoicing processes and enhance accuracy.
• Identified, researched, and resolved billing variances to maintain system accuracy and currency.
• Collaborated with customers to resolve disputes. EDUCATION
1980-1983
High School Diploma
Channel Islands High School
Oxnard, California, United States
Honor Roll 1981 - 1983
SKILLS
Customer relations Expert problem solving Analytical thinking Documentation management Patience and empathy Work ethic and integrity Customer assistance Customer service excellence Money handling Reliability and punctuality Cash handling and management Cash register operation Written and verbal communication Professionalism and courtesy Product restocking Conflict resolution Product knowledge Refunds and exchanges Issue resolution Complex Problem-solving Cash drawer balancing Payment collection Refund handling Guest inquiries ID verification Attention to detail Retail merchandising Product recommendations Drawer balancing Returns processing Empathy and patience Dependability and reliability Currency counting Resolve Customer Issues Time Management Performance Reviews Customer Satisfaction Problem Solving Skills Database Technology Organizational Skills Reporting Skills Information Technology & Information Systems Card Processing Customer Support/Service Point of Sale (POS) Systems Digitial Currency Billing Systems Maintenance Communication Skills Regulatory Compliance Record Keeping Purchasing/Procurement Process Development Maintain Compliance LANGUAGES
English - null
WORK AUTHORIZATION
I am authorized to work in the following countries:
• United States
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