Customer Service Representative
Resume:
Carlos R. Marrero
Manor, TX 78653
******@*****.***
Summary of Qualifications
. Strong Communication and organizational skills
. Skillful in handling irate customers
. Able to perform multiple tasks in a timely manner
. Maintains composure under demanding circumstances
. Proficient computer skills including Microsoft Word, Outlook, Lotus
Notes, and Excel.
. Team Lead, Mentor and Supervising Experience
Experience
Payoff Analyst - Specialist IV
March 2008 to March 2011
Financial Freedom Acquisitions LLC, 2900 Esperanza Crossing Austin, TX
78759
. Processing payoffs and Refinance Worksheets for account holders and/or
authorized person(s) with a 2 day turnaround deadline
. Minimize loss exposure for Financial Freedom Senior Funding while
meeting internal and external policies and procedures.
. Knowledge of proprietary portfolio.
. Fielded variety of phone calls relating to payoffs and answer general
questions regarding set-asides and MIP. Troubleshoot accounting
errors. Assisted in training new hires in the department. Enter refund
recipient information.
. Research returned refund checks.
. Copy, fax, mail and file payoffs, Scan department documents, as
needed.
. Assisted with Customer Service overflow calls
Customer Service Specialist III - 3/2008 to 4/2009
. Oversaw newly hired representatives (group of 7) including but not
limited to on the phone training, call quality, escalations, call
metric reports along with developing policies and procedures.
. Team lead
. Monitored calls side by side with representatives
. Provided feedback and coaching to representatives
. Provided detailed reporting of new hires to the direct supervisor and
manager
. Handled 60-100 incoming calls per day
. Assisted borrowers or authorized representatives with questions
regarding their account such as statements, request for funds,
receipts & disbursement confirmations, explanation of requirements to
prevent loan default by providing regulations and stipulations of
their contract.
Inside Sales Representative
May 2006 to March 2008
Dell Computers Inc, Round Rock TX
Federal Sales Division 05/06 to 11/06
. Make out bound calls to produce pipeline for inside Federal Sales Reps
. Quote / Sell Federal GSA compliant Systems and Network Solutions
. Provide status updates on shipment(s) and receiving and available
products
. Maintain Federal contacts to retain accounts
Public Transactional Group - 11/06 - 03/08
. Quote / Sell Systems and Network Solutions according to K-12, Higher
Education, State & Local Government & Health Care pricing
. Obtain new pipeline revenue by outbound calling
. Retain accounts by providing the best services, knowledge and pricing
. Provide status updates on shipment(s) and receiving as well as
available products
. Team Lead
. Troubleshoot Billing, equipment and software issues
Customer Service Representative
September 2005 to May 2006
Farmers Insurance, Round Rock TX
. Assist agents with policy changes, policy updates, types of
eligibility for polices, underwriting, and billing assistance
. Provide Proof of Insurance
. Insurance requirements
. Provide information about promotional services
. Handle an average of 60-100 calls per day
. Troubleshoot Billing issues
Customer Service Representative
October 2003 to September 2005
AT & T Wireless, Austin TX - CSR
. Assisting customers with payments, explain billing questions and
issues, re-rates due to misinformation
. Analyzing rate plans to best fit the customers' needs
. Assisting customers with deactivating/reactivating accounts
. Troubleshooting Billing and device issues
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