Marlon Wilson
St. Louis
Summary
Detail-oriented and compassionate professional with extensive experience in administrative support, housing services, case management, and customer service. Skilled in workflow coordination, documentation, client advocacy, and delivering exceptional service in fast-paced environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Executive Assistant / Housing Resource Specialist Case Manager
Doorways
12.2023 - Current
- Enhanced housing stability through effective administrative and case management support.
- Coordinated scheduling and maintained accurate records for client documentation.
- Facilitated access to housing resources and guided participants through eligibility processes.
- Conducted assessments and follow-ups to ensure timely support for clients.
- Served as a liaison between departments to streamline communication efforts.
- Provided exceptional customer service to individuals navigating supportive housing options.
- Streamlined office operations by managing communication and scheduling for executives.
- Organized files, data, and travel arrangements to support executive leadership efficiently.
- Prepared documents and reports to support organizational needs and decision-making processes.
- Ensured smooth daily operations as a central point for information flow.
- Coordinated travel logistics, ensuring seamless arrangements and adherence to budget constraints.
- Managed complex scheduling for executive meetings, optimizing time and resource allocation.
Customer Service Representative
Mercy
08.2023 - 12.2023
- Scheduled patient appointments efficiently, enhancing clinic workflow and patient satisfaction.
- Processed high-volume messages, ensuring timely communication between patients and clinic staff.
- Delivered exceptional customer service by providing accurate information regarding clinic services and policies.
- Resolved patient inquiries promptly, contributing to a positive clinic experience for all visitors.
- Maintained organized appointment records, facilitating seamless operations and reducing scheduling conflicts.
- Resolved customer inquiries efficiently through active listening and problem-solving techniques.
- Managed customer accounts using CRM software to enhance service delivery and record accuracy.
Customer Service Representative
MOHELA
03.2022 - 05.2023
- Facilitated support for student loan borrowers through targeted inbound and outbound communication efforts.
- Delivered assistance via online services, enhancing borrower accessibility and satisfaction.
- Resolved borrower inquiries by providing accurate information on loan options and repayment plans.
- Guided borrowers through complex processes, ensuring clarity and understanding of loan terms.
- Collaborated with team members to streamline service delivery and improve response times.
- Educated borrowers on financial literacy, empowering informed decision-making regarding their loans.
- Maintained detailed records of interactions to track borrower progress and service quality.
- Trained new staff on company policies and customer service protocols for consistent performance.
- Developed processes to streamline communication between departments, improving response times.
Customer Service Representative
Charter
10.2020 - 09.2021
- Troubleshot internet connectivity issues and provided technical support.
- Analyzed customer feedback to identify trends and recommend service improvements to management.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
Cashier
Saint Louis Wing Co
01.2019 - 07.2020
- Handled store opening, cashier operations, inventory, and customer service.
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer and balanced end-of-day totals.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Assisted in training new staff on cash handling procedures and company policies.
- Monitored inventory levels and collaborated with management on restocking needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Direct Support Professional (DSP)
Preferred Alternatives Inc
09.2017 - 12.2019
- Followed treatment plans, monitored clients, documented observations, and ensured safety.
Assembler
ABB
01.2013 - 08.2017
- Built electrical transformers using cranes, hand tools, and machinery.
- Assembled electrical components following precise specifications and safety protocols.
- Operated hand tools and machinery to complete assembly tasks efficiently.
- Collaborated with team members to streamline assembly processes and enhance productivity.
- Conducted quality inspections on finished products, ensuring adherence to company standards.
- Trained new hires on assembly techniques, safety practices, and operational procedures.
- Maintained organized workstations, promoting a safe and efficient assembly environment.
- Supported inventory management by tracking component availability and reporting shortages promptly.
- Increased production efficiency by assembling components quickly and accurately.
- Enhanced workplace safety by maintaining a clean and organized work area at all times.
- Assembled components with minimal supervision, exceeding expected project milestones.
Customer Service Representative
Convergys
01.2011 - 04.2013
- Handled customer service calls and troubleshot internet, phone, and alarm services.
- Performed scheduling, data entry, and service coordination.
- Mentored junior representatives, fostering a collaborative team environment focused on excellence.
- Led initiatives to enhance customer satisfaction scores through targeted training and support programs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Education
High School Diploma -
Union City High School
Union City, TN06.2011
Skills
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Office Suite
- Microsoft Windows
- Case Management
- Meticulous attention to detail
- Expense reporting
- Calendar management
- Database management
- Excel spreadsheets
- Project planning
- File organization
- Staff management
- Phone etiquette
- Strategic planning
- Invoice processing
- Appointment setting
- Spreadsheet tracking
- Bookkeeping
- Email management
- Billing
- Travel Coordinator
- Troubleshooting
- Schedule & calendar planning
- Call Center Operations
- Direct Support
- Documentation & Reporting
- Service Coordination
Certification
- First Aid Certification
- CPR Certification
- Food Handler Certification
Timeline
Executive Assistant / Housing Resource Specialist Case Manager
Doorways
12.2023 - Current
Customer Service Representative
Mercy
08.2023 - 12.2023
Customer Service Representative
MOHELA
03.2022 - 05.2023
Customer Service Representative
Charter
10.2020 - 09.2021
Cashier
Saint Louis Wing Co
01.2019 - 07.2020
Direct Support Professional (DSP)
Preferred Alternatives Inc
09.2017 - 12.2019
Assembler
ABB
01.2013 - 08.2017
Customer Service Representative
Convergys
01.2011 - 04.2013
High School Diploma -
Union City High School