Hollie Marsh

HM HOLLIE MARSH-| - | 3358 W Woodlawn Ave, San Antonio TX, USA 78228 Summary Seasoned Customer Service Representative with over 20 years of experience in multi-channel support and a strong track record of exceeding performance targets. Skilled in maintaining high customer satisfaction through effective problemsolving and de-escalation techniques. Proficient in remote team collaboration and adapting to dynamic work environments. Demonstrates a strong commitment to customer service excellence and continuous improvement. Skills Customer Service Excellence Digital Communication Skills Technical Troubleshooting CRM Software Proficiency De-Escalation Techniques Experience TaskUs | New Braunfels, Texas Overnight Chat Support Representative 12/2024 - 02/2025 Ensured accurate documentation of customer interactions, improving team reference materials for future inquiries. Enhanced customer navigation of websites by providing clear, user-friendly guidance. Leveraged FAQs and support documents to efficiently resolve customer issues, reducing escalation rates. Fostered positive customer experiences by utilizing empathy and effective communication strategies. Spearheaded follow-up initiatives to confirm customer satisfaction and gather feedback for service improvements. QVC | West Chester, PA Customer Service Associate 04/2024 - 09/2024 Ensured accurate documentation of customer interactions, improving team reference materials for future inquiries. Enhanced customer navigation of websites by providing clear, user-friendly guidance. Leveraged FAQs and support documents to efficiently resolve customer issues, reducing escalation rates. Fostered positive customer experiences by utilizing empathy and effective communication strategies. Spearheaded follow-up initiatives to confirm customer satisfaction and gather feedback for service improvements. Golden Customer Care | Chatsworth, CA Remote Customer Care Representative 04/2023 - 08/2023 Ensured accurate documentation of customer interactions, improving team reference materials for future inquiries. Enhanced customer navigation of websites by providing clear, user-friendly guidance. Leveraged FAQs and support documents to efficiently resolve customer issues, reducing escalation rates. Fostered positive customer experiences by utilizing empathy and effective communication strategies. Spearheaded follow-up initiatives to confirm customer satisfaction and gather feedback for service improvements. PayPal | San Jose, CA Remote Customer Solutions Agent 11/2021 - 08/2022 Ensured accurate documentation of customer interactions, improving team reference materials for future inquiries. Aerotek | San Antonio, TX Remote Technical Support Associate 03/2021 - 09/2021 Ensured accurate documentation of customer interactions, improving team reference materials for future inquiries. Enhanced customer navigation of websites by providing clear, user-friendly guidance. Leveraged FAQs and support documents to efficiently resolve customer issues, reducing escalation rates. Fostered positive customer experiences by utilizing empathy and effective communication strategies. Spearheaded follow-up initiatives to confirm customer satisfaction and gather feedback for service improvements. TaskUs | San Antonio, TX Customer Service Team Member 07/2019 - 09/2020 Ensured accurate documentation of customer interactions, improving team reference materials for future inquiries. Enhanced customer navigation of websites by providing clear, user-friendly guidance. Enhanced customer navigation of websites by providing clear, user-friendly guidance. Leveraged FAQs and support documents to efficiently resolve customer issues, reducing escalation rates. Fostered positive customer experiences by utilizing empathy and effective communication strategies. Spearheaded follow-up initiatives to confirm customer satisfaction and gather feedback for service improvements. Leveraged FAQs and support documents to efficiently resolve customer issues, reducing escalation rates. Fostered positive customer experiences by utilizing empathy and effective communication strategies. Spearheaded follow-up initiatives to confirm customer satisfaction and gather feedback for service improvements. Education and Training University of Phoenix | Tempe, AZ Bachelor of Science in Small Business Management And Entrepreneurship Expected in 08/2025 Relevant Coursework: Customer Relationship Management, Business Communication, Service Quality Management