Summary
Overview
Work History
Education
Skills
Timeline
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Marilyn Punzi

Douglasville

Summary

Dynamic customer service professional with a proven track record at Liveops, excelling in problem resolution and active listening. Enhanced customer loyalty through empathetic complaint resolution and maintained meticulous records for effective follow-up. Skilled in critical thinking, ensuring high customer satisfaction and fostering positive relationships.

Overview

39
39
years of professional experience

Work History

Customer Service Representative

Liveops
01.2008 - Current
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Therapeutic Foster Care Provider

Omni
12.1997 - 04.2010
  • Provided individualized care and support to children in therapeutic foster placements.
  • Collaborated with multidisciplinary teams to develop and implement personalized treatment plans.
  • Facilitated family visits and communications to strengthen relationships between children and biological families.
  • Monitored behavioral progress, documenting observations for case management purposes.

Stylist

Self-employeed
01.1987 - 10.2004
  • Assisted clients in selecting styles that suit their preferences and face shapes.
  • Maintained cleanliness and organization of styling tools and workstations.
  • Learned to utilize various hair products to enhance styling results.
  • Supported team members during busy periods by providing additional styling assistance.

Education

Certificate of Technical Studies - Cosmetology

Deer Park Beauty School
Deer Park, NY
06-1976

Associate of Science - Business Administration

Borough of Manhattan Community College
New York, NY
05-1974

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Call center experience
  • Problem resolution
  • Customer satisfaction measurement
  • Professional telephone demeanor

Timeline

Customer Service Representative

Liveops
01.2008 - Current

Therapeutic Foster Care Provider

Omni
12.1997 - 04.2010

Stylist

Self-employeed
01.1987 - 10.2004

Certificate of Technical Studies - Cosmetology

Deer Park Beauty School

Associate of Science - Business Administration

Borough of Manhattan Community College

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Marilyn Punzi