Marcus Vanzie
Montego Bay,St James
Summary
Driven, focused and proficient customer service representative with over three years' experience in resolving customer complaints, providing information and processing requests. Working assiduously and applying my strong organizational skills and ability to work under pressure, I have assisted over 500 property owners to gain access to metered water supply. In recognition of my dedication to providing outstanding service, I was awarded star employee of the quarter at the National Water Commission.
Overview
5
5
years of professional experience
Work History
Customer Care Officer
National Water Commission
06.2021 - Current
- Leveraged policy knowledge and communication skills to resolve escalated customer issues
- Provide information and resolutions about billing issue, queries using Specialized systems
- Prepare special adjustment for review of customer's bill using targeted reports
- Solely responsible for managing online application system which includes creating accounts in a timely manner in order to provide potable water supply at any individual property, posting charges for services provided to customer and updating records
- Answered calls or emails from customers and assisted with special requests or resolving complaints
- Awards: Star Employee of the Quarter for the period January 2022-April 2022 and Certificate of Recognition for extraordinary service and dedication.
Telephone Operator
National Water Commission
05.2020 - 06.2021
- Assisted customers with queries to eliminate escalation to a customer service representative
- Referred tricky customer issues to designated department/personnel for resolution
- Directed phone call to shorten service time and steer conversations towards targeted solutions
- Served as pleasant and personable point-of-contact for both internal and external callers
- Answered incoming calls over multi-line system, took messages, or transferred to desired extensions
- Handled clerical tasks such as filing documents of high importance and posting charges to customers' accounts.
Heart Trainee
National Water Commission
10.2019 - 06.2021
- Posted reconnection, new installation fees, account adjustments, among others, onto customers’ accounts
- Created work orders in response to customer complaints
- Followed and observed skilled professionals to work and acquire new knowledge and abilities.
Crew Member
Speedy Prints
07.2019 - 09.2019
- Assisted coworker in using heavy machinery used for specialized printing jobs from clients
- Assisted in receiving and processing client orders
- Processed customer orders and coordinated delivery schedules to meet customer's need.
Bakery Crew Member
Mega Mart
06.2019 - 06.2019
- Greeted incoming customers, offered assistance, and advised on bakery products
- Measured and mixed ingredients to form dough
- Used cutters, mixing machines, and industrial ovens to prepare finished products for display
- Carefully used industrial-sized mixing and baking equipment to produce batches of baked goods
- Cross-trained on all stations to fill in where needed.
Education
Bachelor of Science - Business Administration
Montego Bay Community College
Montego Bay, St James11.2025
Associate of Science - Business Administration
Montego Bay Community College
Montego Bay11.2022
Level 2 Business Administration Certificate
Heart Trust NTA
Montego BayHigh School Diploma -
Anchovy High School
Montego Bay, St JamesSkills
- Research
- Ability to work under pressure
- Experience management skills
- Attention to detail
- Microsoft Office (Word, PowerPoint, Excel, etc)
- Tech Savvy
- Verse in Peachtree accounting software
- Verse in Banner Cx and Customer Service information and Management System (CSIMS) software
- Complaint Handling
References
- Mr. Lance Duhaney, Justice of the Peace, 1(876) 997-5758
- Monique Bowen-Walton, Justice of the Peace, 1(876)-838-0933
Timeline
Customer Care Officer
National Water Commission
06.2021 - Current
Telephone Operator
National Water Commission
05.2020 - 06.2021
Heart Trainee
National Water Commission
10.2019 - 06.2021
Crew Member
Speedy Prints
07.2019 - 09.2019
Bakery Crew Member
Mega Mart
06.2019 - 06.2019
Bachelor of Science - Business Administration
Montego Bay Community College
Associate of Science - Business Administration
Montego Bay Community College
Level 2 Business Administration Certificate
Heart Trust NTA
High School Diploma -
Anchovy High School
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