Marsha C.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Marsha C. is an accomplished Customer Support Specialist based in Montego Bay, Jamaica, known for improving customer satisfaction scores by 15% through proactive support via chat and phone channels. At Chat Assasins LLC, she excelled as a Sales Chat Agent by managing social media inboxes and ensuring prompt issue resolution via Manychat, while increasing upsell conversion rates by 20% using her adept understanding of customer needs. Her responsibilities included consistently exceeding monthly sales targets through email and chat support. Previously, Marsha served as a Customer Service Representative at ItelBPO Smart Solutions, where she facilitated behavioral health claim payments with insurance companies, developed research strategies that increased payout rates, and handled an average of 30+ customer inquiries weekly. She holds pre-university credentials from Montego Bay Community College and excelled in CXC O'Levels at Montego Bay High School for Girls. Her key strengths include CRM Management, Web Widget Support, and Data Protection.
Experience
Sales Chat Agent
Chat Assasins LLC · 2022 — 2024Managed the social media inbox using Manychat, ensuring timely responses and issue resolution. Increased conversion rates by identifying upsell opportunities based on customer needs. Tailored communication style to connect with a diverse range of clients through written support. Engaged customers through email and chat, consistently surpassing monthly sales targets. Implemented quick resolutions via web widget, achieving a reduction in response times.Medical Agent/Customer Service Representative
ItelBPO Smart Solutions · 2015 — 2018Conducted outbound calls to facilitate timely insurance payments for behavioral health claims. Established research strategies that enhanced payout rates while complying with data protection standards. Worked closely with insurance carriers and agents to obtain vital customer coverage information, improving clarity in processes. Managed an average of over 30 customer inquiries weekly via phone, ensuring effective resolution of issues.
Skills & Expertise
Education
- None Pre University studiesMontego Bay Community College · 1999 — 2001
- CXC O'Levels/ GEDMontego Bay High School for Girls · 1994 — 1999
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