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Customer Service Representative

New Castle, Delaware, 19720, United States
April 26, 2018

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Marlene Wilson

Customer Service Representative

Wilmington, DE 19808


An experienced customer service representative with over 10 years of experience, assisting with corporation's formations and compliance requirements, mortgages and credit card services. Analytical, technical and decisive with the ability to work within a team or independently. Work Experience

Customer Service Representative

Corporation Service Company - Wilmington, DE

April 2007 to July 2015

Wilmington, DE (April 2007 - July 2015)

Corporate Identity Protection

• Answer process/general questions from internal and external clients.

• Download orders into an Excel database, assign and work acquisitions.

• Evaluate approximate value of a domain through researching various sources including third party vendors.

• Research contact information on the registrant of the domain when it is not listed on the whois, by searching Google, LinkedIn, domain tools, and reverse whois.

• Provided guidance and strategy on evaluation and domain name acquisitions.

• Reach out to the registrant/broker by email, phone call and Fed-Ex to see if the domain is for sale and at what price.

• Negotiate a price for the domain within the client budget.

• Provide ongoing updates to internal and external clients on the status of the acquisition.

• Work with financial providers, such as, Pay-Pal, credit cards, direct wires, etc, to make payment on successful acquisitions.

• Transfer domains into the proper client accounts, following the transfer process through follow-ups, interaction with the vendors, domain owner, fulfillment team, and the Client Service Partners.

• Provide step by step direction on the funding and transferring of the domain from the registrant, to the client.

• Train new employees on acquisition services: Domain Evaluation, Escrow and Transfer, Acquisition and Divestiture.

• Maintain US and EU escrow accounts including balancing and providing monthly and year-end balance sheets to accounting.

Customer Service Representative

• Received requests from customers via phone, e-mail and mail for various corporate filings, incorporations, qualifications, amendments, mergers, dissolutions, fictitious name filings, document retrieval, legalization and authentication retrieval.

• Routed requests to the appropriate processing team.

• Followed-up with customers to inform them of the outcome of their request.

• Worked within a variety of internal computer systems to help manage customer requests with specific dates or timelines.

• Knowledgeable on all of the services offered and their benefits, in order to partner with our customers and cross-sell products when possible.

Transactional Fulfillment-Corporate Filer

• Assisted customers with incorporating their new businesses and filing legal documents on existing companies throughout the United States and internationally.

• Responsible for preparing and filing corporate documents, both on paper and online, with the Secretary of States.

• Responsible for invoicing, uploading documents and delivery of the evidence to the customer.

• Processed orders for various types of legal filings across the country.

• Handled filings for law firm and corporate customers with various needs such as, forming a legal entity to amending previous filings to helping a business dissolve.

• Utilized automation and state websites to help to determine fees, and ensure state deadlines are met.

Corporate Filing

• Handled all corporate filings with the State of Delaware.

• Ensured the documents we receive from Customer Service Representatives complied with the governing laws in the State of Delaware, including all franchise tax requirements connected to the filings.

• Reviewed the documents for accuracy, filed the documents though the State of Delaware's system and scanned the documents to the State of Delaware for final approval.

• Provided several levels of service, including a 30 minute priority; ensured that the documents are submitted in a timely fashion based on client's expectations and invoice the order as the filings are approved.

Loan Officer

1st State Mortgage - Wilmington, DE

September 2002 to April 2007

• Originate Residential, Commercial, and Investment Mortgages

• Met with prospect or client to discuss how mortgage products could help them.

• Prospect for potential mortgage business for the lending institution then prepare, analyze and verify mortgage loan applications to purchase real estate or to refinance an existing mortgage.

• Received formal application for a mortgage from the client. Assisted clients with completing technical details of the application.

• Thoroughly processed loan applications and determined applicant's ability to pay by reviewing applications for completeness, reviewing the data request sheet and credit report, and calculating debt ratios and credit scores.

• Provide outstanding customer service to clients, realtors, and attorneys with prompt and courteous return of telephone calls, exchanging appropriate information.

• Attend closings to ensuring a smooth settlement process, to build client goodwill. Chargeback Advisor

First USA Bank, N.A

April 2002 to September 2002

• Reviewed, forwarded, and accepted and/or rejected front-end chargeback cases from Risk Management area and front-end advisors.

• Resolved complex Cardmember inquires to benefit the Cardmember and the Bank in accordance with Regulation Z by VISA and MasterCard guidelines.

First USA Bank, N.A - Wilmington, DE

February 1998 to September 2002

First USA Bank, N.A

June 2001 to April 2002

• Provided assistance to the Rewards Management card services in areas such as rewards daily report.

• Researched accounts that had an error with the reward that the customer had ordered.

• Responsible for Bi-weekly meetings for the Process Improvement Team. Operations Research Specialist

First USA Bank, N.A

June 1999 to June 2001

• Provided Team Manager Assistance to the Rapid Response Resolution Unit advisors in the absence of their team manager, using strong communication skills and management.

• Researched and resolved complex issues and inquires using technical and analytical skills.

• Built and Maintained positive working relationships with internal contacts.

• Consistently managed and coached a team of 20 advisors in availability and quality.

• Participated in a 3-month manager enrichment program. Over saw the daily activities of the team manager.

• Offered daily assistance to team managers with correcting daily reports and site adherence.

• Proficient use of MAX software to assist in coaching advisors.

• Handled high priority Cardmembers issues for the Rapid Response Resolution Unit such as payment inquiries, wire payment issues, work escalated convenience check issues and audited all payment cases.

• Trained and guided advisors on how to work the payment cases for the Rapid Response Resolution Unit. Also implemented payment procedures.

• Processed Media related cases for the Nightline Media Team. Financial Service Advisor

First USA Bank, N.A

February 1998 to June 1999

• Resolved and answered incoming Cardmember inquiries at point of contact.

• Assisted with irate call transfers and escalated Cardmember issues.

• Team Performance Assistant - trained team members on procedures and new First Assist Version releases.

• Assisted at the Operations Center with Emergency Card Replacement.

• Peer Mentor: assisted new advisors in integrating into the CMS environment.

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