Customer Service & Technical Support Representative

MARVEYON NORRIS

CUSTOMER SERVICE REPRESENTATIVE

Cullowhee, NC 828-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

Customer-focused professional with experience in remote call-center support, insurance client service, cold and warm calling, technical troubleshooting, sales, and customer relationship management. Skilled at answering questions, resolving concerns, explaining products and services clearly, scheduling appointments, and maintaining professional follow-up with clients. Experienced with remote support, software troubleshooting, data entry, billing, reporting, and customer satisfaction improvement.

CORE COMPETENCIES

Customer Support: Inbound customer service, issue resolution, relationship management, empathy, de-escalation, customer satisfaction

Technical Support: Windows, Linux, software troubleshooting, remote connections, networking, SaaS, system administration

Administrative Support: Data entry, billing, scheduling, QuickBooks, reporting, cash handling, documentation

Professional Strengths: Communication, adaptability, problem solving, time management, stress tolerance, attention to detail

PROFESSIONAL EXPERIENCE

American Income Life Insurance Company Life Insurance Agent / Benefits Representative

02/2022 - 06/2025

Conducted cold and warm outbound calling to prospective and existing clients, built rapport, and scheduled client appointments.

Assisted clients by discussing their needs, explaining available life and supplemental insurance options, and answering coverage-related questions.

Met with clients virtually and by phone to review benefits, explain policy features, and provide personalized service throughout the sales process.

Maintained follow-up communication with prospects and clients, documented interactions, and supported ongoing customer relationships.

Participated in team meetings, sales training, coaching sessions, and performance discussions to strengthen product knowledge and customer communication.

Used consultative sales and customer-service skills to identify client needs, address concerns, and recommend appropriate coverage options.

Crate & Barrel Customer Service Representative (Remote)

04/2021 – 11/2021

Handled inbound and outbound customer calls, providing excellent service and resolving issues in a timely manner.

Maintained a high level of professionalism and empathy while addressing customer concerns and complaints.

Consistently met or exceeded monthly sales targets through effective upselling and cross-selling techniques.

Collaborated with team members to share best practices for improving call-center performance metrics.

Assisted in the training of new call-center agents, providing guidance on company policies, procedures, and product knowledge.

Drake Software Software Technician / Customer Service Representative

09/2018 – 09/2019

Provided call-center support for tax software customers needing help with the program, downloads, and computer settings.

Walked customers through troubleshooting steps and technical issues while explaining solutions in clear language.

Answered software-related and general customer questions in a fast-paced support environment.

Used problem-solving, networking, security, time-management, and customer-service skills to resolve customer needs.

EDUCATION & CERTIFICATIONS

Google IT Support Professional Certificate

Google 2021

Training included troubleshooting, customer service, networking, operating systems, system administration, and security.

Southwestern Community College

2016–2018

Early College / some college coursework.

Life Insurance Certification

Licensed Career Institution, LLC 2020–2021

Completed required training for life insurance sales.

ADDITIONAL SKILLS

QuickBooks • Active Directory • Computer Networking • VPNs and Proxies • Directory Services • IT Security • Network Security • Data Management and Recovery • Conference Call Coordination • Process and Resource Monitoring

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