Marcel M. Email & Phone Number

Miami, Fl, Us

Miami-Dade County, Florida, United States

• Analyze child support cases to determine the next appropriate action and advise clients how to proceed with their case.• Led a project to update password security policies using 2FA, curbing potential security breaches.• Developed a repository to offer support for clients facing repeated login and transactional issues, reducing the occurrence of this problem by 45%.• Enforced policies in a high volume of cases, ensuring compliance and confidentiality.• Assisted administrators, senior case analysts and supervisors with high-impact technical queries.

Miami, Florida, United States

• Elevated our lounge's CSAT by 30% and earned the title of CSAT champion, resulting in monthly meetings with high-level executives and spearheading a new training program for colleagues.• Managed 850+ daily check-ins, fostering a collaborative team environment and exceeding card member expectations.• Resolved 95% of customer issues, increasing brand loyalty and creating loyal enthusiasts for the company.• Remote help with user account administration & management.• Handling confidential account information with discretion and professionalism.

Miami, Florida, United States

• Exceeded the daily call quota of 40 by 100% through efficient handling of reservations and ticket errors, resulting in improved customer satisfaction.• Achieved the highest sales numbers on our team, generating over $90,000 in revenue within 3 months.• Streamlined customer check-out process resulting in a 20% increase in on-time payments.

Doral, Florida, United States

- Provide on-site expertise in resolving reported hardware and software issues by responding swiftly to Ticket-based alert system escalated by Tier-1 support. Escalate to Tier-3 specialist when necessary.- Deploy, relocate, secure, and maintain I.T. hardware including but not limited to computers, printers, mobile devices, monitors, biometric readers, peripherals, telephones, and A/V equipment.- Primary responsibilities include installing hardware, software, and configuring drivers that are necessary for the end-user.- Ensuring that all network mapping, printer mapping and other peripheral devices that is necessary for the user is accurate.

Doral, Florida, United States

- Engaged in an eight-week training program where I assisted the Store Manager in the total leadership and strategic operation of the front store and pharmacy.- I held staff accountable for delivering excellent customer service and excelling at all job duties.- I reviewed and reacted to store performance reporting daily, weekly, and monthly in order to verify store is meeting goals and performance objectives.- Assisted in driving performance while building consumer loyalty to CVS through a focus on exceptional customer service. - Ensured customer needs are met, complaints are resolved, and service is quick and efficient.

Miami Beach, Florida, United States

- Greet customers and ascertain what each customer wants or needs.- Compute sales prices, total purchases and receive and process cash or credit payment. - Advised customers by providing information on products.- Handled 10+ technical-critical calls daily and consistently met high service standards.- Set-up 200+ new user accounts, profiles, and passwords in newly purchased phones and answered any technical questions regarding phone setup.

Bachelor'S Degree, Interdisciplinary Social Science

Education record