Marissa Brobst
Canton
Summary
Enthusiastic leader eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in a new career.
Overview
16
16
years of professional experience
Work History
Customer Service Manager II
PowerSecure
05.2024 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Developed strong relationships with key customers, ensuring their needs were met consistently and promptly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Manager I
PowerSecure
08.2023 - 05.2024
- Collaborated with cross-functional teams to develop strategic plans for improving overall customer experience.
- Built customer relationships by responding to inquiries, identifying and assessing customer needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Evaluated customers' potential needs to make appropriate recommendations.
- Maintained customer files with sales contracts, records of customer interactions, customer notes, and other information.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Service Coordinator
PowerSecure
12.2020 - 08.2023
- Served as a primary point of contact for customers, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of customer requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between customers and technicians.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Established strong relationships with customers through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Enhanced customer satisfaction by efficiently addressing and resolving service issues.
- Coordinated and monitored service activities to confirm work met all requirements.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
Behavioral Health Technician
Daylight Detox
01.2020 - 02.2021
- Maintained updated and detailed records of calls in physical and electronic database.
- Kept detailed track of all available field personnel and all in-progress and completed calls.
- Built and maintained positive staff relationships to promote teamwork and better serve clients.
- Searched resident belongings prior to and during stays.
- Conducted client rounds every 30 minutes to check on residents.
- Completed documentation for every incident and forwarded to correct personnel for review.
- Performed client intake procedures according to internal standards for all new admissions.
- Kept facility clean, performed basic maintenance and restocked supplies to support program needs.
- Charted on each patient daily.
- Applied interventions when necessary, including clients wanting to leave against medical advice (AMA).
Customer Service Representative
Burlington
12.2019 - 04.2020
- Assisted customers in making informed purchase choices and selecting products.
- Attended to customer complaints and processed product return or replacement requests.
- Processed customer payments, generated bills and filled out warranty cards.
- Kept customer spaces clean, neat and organized for maximum appeal.
- Protected products from damage by using proper packaging and bagging techniques.
- Upsold and cross-sold customers on available products and services, consistently exceeding sales targets with proactive strategies.
- Operated office-type machinery and Computer systems such as Microsoft Office.
Lead Behavioral Health Technician
Daylight Detox
11.2016 - 04.2018
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Managed quality assurance program, including on-site evaluations, internal audits and client surveys.
- Handled 40 calls per day to address client and family inquiries and concerns.
- Applied interventions when necessary, including clients wanting to leave against medical advice (AMA).
- Took and monitored vital signs, administered medications and managed patient behavior.
- Charted on each patient digitally daily.
- Successfully managed high volumes of client-facing interactions and established strong rapport with physicians, medical and laboratory staff and patients.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Prepared and managed work schedules, vacation and sick time accurately on weekly basis.
- Interviewed, hired and trained new employees for multiple positions.
- Handled client and employee complaints, resolved issues and adjusted policies to meet changing needs.
Senior Sales Associate
Kohls
10.2013 - 01.2017
- Developed sales plans to increase market share, customer base and revenue.
- Trained new sales personnel on company policies, customer acquisition strategies and successful sales techniques.
- Met or exceeded sales objectives on consistent basis to drive company growth.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Reported sales data to upper management as directed.
- Promoted brand awareness and utilized networking to increase brand development.
- Monitored sales team performance and provided constructive feedback.
Manager
Texas Roadhouse
09.2008 - 09.2013
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Hired, trained and mentored staff to maximize effectiveness.
- Cross-trained existing employees to maximize team agility and performance.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Reconciled daily sales transactions to balance and log day-to-day revenue with Microsoft Office.
- Analyzed and interpreted store trends with Microsoft Office to facilitate planning.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Maintained computer and physical filing systems.
Education
High School Diploma -
Nashua High School South
Nashua, NH4 2010
Skills
- MS Office
- Team management
- Process improvement
- Training and mentoring
- Customer focused
- Problem-solving
Timeline
Customer Service Manager II
PowerSecure
05.2024 - Current
Customer Service Manager I
PowerSecure
08.2023 - 05.2024
Service Coordinator
PowerSecure
12.2020 - 08.2023
Behavioral Health Technician
Daylight Detox
01.2020 - 02.2021
Customer Service Representative
Burlington
12.2019 - 04.2020
Lead Behavioral Health Technician
Daylight Detox
11.2016 - 04.2018
Senior Sales Associate
Kohls
10.2013 - 01.2017
Manager
Texas Roadhouse
09.2008 - 09.2013
High School Diploma -
Nashua High School South
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