Grace Marker
Indianapolis
Summary
With over 10 years of experience in customer-facing roles, including leadership positions, this efficient and experienced customer service professional has a strong background in dispatching and customer service. Demonstrates proficiency in computer software and cash handling. Skill set includes customer care, organizational skills, and presentation skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Training Coordinator
Texas Roadhouse
03.2023 - Current
- Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Provided ongoing coaching and mentoring support for employees seeking professional growth and development.
- Developed engaging instructional materials, including presentations, handouts, and interactive activities.
- Promoted a culture of continuous learning within the organization by encouraging employee engagement in training opportunities.
- Partnered with external vendors to source specialized training content or services when required by organizational needs or strategic priorities.
- Fostered culture of continuous improvement by soliciting and incorporating feedback from training participants into future sessions.
- Provided coaching and mentoring to employees.
Customer Service Representative
GEICO
04.2018 - 02.2022
- Received three promotions within my first year
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Dispatching
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Returns Processor
O'Reilly Auto Parts
01.2017 - 04.2018
- Unloaded, inspected, and stored damaged and returned products.
- Ensured proper disposal or recycling of non-sellable returned items in accordance with environmental regulations and company policies.
- Collaborated with warehouse team to accurately identify and restock returned products in a timely manner.
- Streamlined returns process for quicker resolution, implementing a systematic approach to handling returned items.
- Adhered to company safety guidelines to minimize warehouse accidents.
- Operated electric pallet jack
Education
Associate in Health Science - Sonography
Ivy Tech Community College of Indiana
Indianapolis, IN05-2028
No Degree - General Studies
Vincennes University
Indianapolis, IN05-2018
High school or equivalent -
Pike High School
Indianapolis, IN05-2014
Skills
- Team Leadership
- Customer Engagement Upselling
- Cash Management
- Efficient Dispatching
- Customer Engagement in Food Service
- Client Support
- Strong Organizational Abilities
- Effective Presentation Skills
- Instructional Expertise
- Client Support Proficiency
- Deadline-Driven Time Management
- Skilled in Microsoft Word Applications
- Timely Dispatch Operations
- Warehouse Operations Knowledge
- Strategic Leadership
- Proficient Computer Skills
- New Employee Orientation
- Customer Support Expertise
- Service Excellence
- Reception Management
- Experienced Driver
- Accurate Typing Ability
- Presentation
- Coaching and mentoring
- New hire on-boarding
- Employee coaching
- Needs assessment
- E-learning platforms
- Employee engagement
- Attention to detail
- Decision-making
- Compliance training
- Data entry
- Role playing
- Public speaking
- Patient confidentiality
- Call center experience
- Follow-up skills
- Empathy and patience
- Strong interpersonal skills
- Multitasking and organization
- Payment processing
- Phone and email etiquette
- Policy understanding
Accomplishments
- Achieved Increased sales percentages by introducing updated workbooks based off the need of the employee for Improving workflow tasks.
- Achieved elevated staffing through effectively helping with promoting efficient employees into the training program.
- Achieved quarterly awards by completing specific tasks that were needed to be met with accuracy and efficiency.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Certification
Driver's License
Languages
English
Full Professional
Spanish
Elementary
Timeline
Training Coordinator
Texas Roadhouse
03.2023 - Current
Customer Service Representative
GEICO
04.2018 - 02.2022
Returns Processor
O'Reilly Auto Parts
01.2017 - 04.2018
Associate in Health Science - Sonography
Ivy Tech Community College of Indiana
No Degree - General Studies
Vincennes University
High school or equivalent -
Pike High School
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