Marshea Jones
Cerritos
Summary
Experienced customer service professional of 13 years driving customer satisfaction and growth. I am looking to engage in a position that will allow me to demonstrate background and further career growth.
Overview
16
16
years of professional experience
Work History
Customer Service Supervisor
APL Logistics
01.2021 - Current
- Answered 60-100 incoming calls daily, professionally collecting information to identify and address customer issues.
- Applied problem solving skills to resolve all customer inquiries and any customer escalations.
- Demonstrated strong empathy by listening to customers and acknowledging their concerns.
- Conducted daily meetings with customers to ensure deadlines met regarding KPI expectations and addressed performance issues.
- Performed data entry for pickup and delivery requests for Macy's, Tjmaxx, and 3PL companies, ensuring accuracy and timeliness.
- Exhibited meticulous attention to detail in all tasks performed.
- Implementing organization strategies to simultaneously work on multiple tasks with various clients.
- Making sure products meet their quality, branding standards and growth for APL logistics vendors such as TjMaxx and Marshall's.
- Analyzed and collected all high valued customer data.
Customer Service Representative
Waste Management
12.2017 - Current
- Answered incoming calls from customers, resolving issues to enhance customer satisfaction.
- Use system and manage accounts from WM customers and process information and any concerns on account.
- Gathered and provided information on services and billing for new accounts, ensuring clarity and accuracy.
- Adhered to established service and operational standards for call center, meeting quality, productivity, safety, and timeliness goals.
- Fields single-market customer service inquiries and transactions of low level complexity from a single line of business (residential, commercial or industrial) customers independently and proficiently.
Customer Service Rep/ Logistics Manager
SF Express
09.2014 - 08.2017
- Researched and corrected shipment addresses to ensure timely delivery.
- Solve customer problems and provide shipment quotes.
- Monitored and documented shipment locations to ensure timely delivery.
- Resolved customer issues and provided accurate shipment quotes to enhance service satisfaction.
- Track and trace shipments.
- Use systems and manage correct address for outbound using systems such as excel, power points, spreadsheets, and other services.
- Inbound/outbound calling for shipments overseas and providing technical support.
- Use systems and managed correct address for outbound using systems such as excel, power points, spreadsheets, and other services.
- Ground shipping and LTL locating POD shipments.
Clerk Typist/ Financial Support
Long Beach Mental Health
02.2011 - 02.2012
- Managed multi-line phone system and scheduled patient appointments to ensure effective office operations.
- Created invoices using medical business software AVATAR software systems.
- Organized and maintained patient files and pre-screening information for efficient access and retrieval.
- Performed data entry, data auditing, created data reports, and monitored all data for accuracy.
- Coordinated patient appointments using scheduling software to ensure timely visits.
Receptionist
Haus of Mercedes Benz
09.2010 - 02.2011
- Answered busy multi-line phones, ensuring efficient communication for up to 10 lines.
- Answered busy multi-line phones up to 10 lines.
- Managed reception area, greeting visitors and responding to telephone and inbound requests to enhance guest experience.
- Entered supplier information into database.
IT Department Assistant
Teletrac
06.2010 - 09.2010
- Provided 1st line customer support by answering call queries via phone and email.
- Tracked, monitored, and reported Help Desk incidents to ensure adherence to defined customer service levels.
- Resolved customer account issues through effective communication and implementation of solutions.
Education
Associate's degree - Diploma
Newbridge College Long Beach
Long Beach, CADiploma -
Cerritos High School
Cerritos, CASkills
- Customer relationship management
- Administrative professional with over 13 years of experience providing office support, customer service, records management, scheduling, and administrative coordination in fast-paced environments
- Experienced managing confidential information, maintaining accurate records, and supporting daily business operations while delivering exceptional service
- Data analysis
- Highly organized with advanced communication skills, strong attention to detail, and proficiency in Microsoft Office Suite
- Problem solving
- Team leadership
Area Of Expertise
- Standard operating procedures
- Partnership building
- KPI Management
- Solution oriented
- Professional communication
- Efficiency
Timeline
Customer Service Supervisor
APL Logistics
01.2021 - Current
Customer Service Representative
Waste Management
12.2017 - Current
Customer Service Rep/ Logistics Manager
SF Express
09.2014 - 08.2017
Clerk Typist/ Financial Support
Long Beach Mental Health
02.2011 - 02.2012
Receptionist
Haus of Mercedes Benz
09.2010 - 02.2011
IT Department Assistant
Teletrac
06.2010 - 09.2010
Associate's degree - Diploma
Newbridge College Long Beach
Diploma -
Cerritos High School