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Customer Service Representative

Dallas, Texas, United States
May 18, 2018

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Marsha Zamora

Fort Worth, TX ***** United States



Microsoft: Word, Access, PowerPoint, Excel, Outlook, and Quicken. ACD system, PeopleSoft System, ADP Payroll, Rumba, Atlas, ADP Payroll, faxing, scanning, copier, indexing, Mainframe System, Avaya, Inbound/Outbound call center(85+) and Multi phone lines (15+). PROFESSIONAL EXPERIENCE:


Irving, Texas

Consumer Relations Representative, September 2016- March 2018 Assist external consumers with credit related concerns and inquiries. Explain credit/consumer report content and Reseller and Credit Reporting Agency CRA requirements and processes. Processing consumer copy and dispute requests within FCRA specified guidelines. Responding to customer inquiries by referring them to published materials and secondary sources. P enny Mac

Duties and Responsibilities:

Customer Service, January 2016 – July 2016

Received inbound calls from current customers, R esearched and resolved complex loan servicing inquiries regarding payments, escrow, taxes, payoff, and loan documents. Provide general account information. Solicited existing customers and cross-sell PennyMac loan products, including overcoming objections through use of rebuttal scripting. Worked with early-stage delinquent borrowers in order to determine reason for delinquency, update application data, secure current financial information, and obtain commitments for repayment or determine best resolution to mitigate losses. P rocessed customer payments over the phone. Interact with other PennyMac servicing departments and external entities to provide superior customer service and resolve issues. Maintained call control by overcoming objections; utilizing motivators and listening skills to bridge communication gap with the borrower. A ssisted with collections inbound calls as needed X EROX CORPORATION:

Lewisville, Texas

Customer Service Representative, March 2012 – January 2015 Inbound/Outbound calls. Provided supply information for customer (shipping dates, traced orders and ETA’s).Processed Re- orders and new order via email and Internet. Handled documents for sales. Processes and handle and resolve customer inquiries. Provided customers with Information, guidelines and service for various departments. Handled Credit card payments and credit payments for Xerox accounts, payment verification and process reinstatements and new applications. Identify escalated customer issues to supervisors. Handle customer billing questions. MERCER:

Dallas, Texas,

Customer Service Representative/ Human Resources, Aug 2010 – Jan 2011 Handle and processing of payroll, processed credit card payments. Handled Related issues consisting of Benefits, FMLA, and I9’s Administer HR Policies and procedures reply to associate questions and resolves routine problems handle all Inbound calls/outbound calls. Mail/email confidentiality documents. Serve as resource for Questions/administration Processing of reports for disputes and complaints by customers and Employees. SANTANDER CONSUMER:

Fort Worth, Texas

Collection Representative, Jan 2010 – Jun 2010

Delinquencies by resolving past due accounts before correspondence in accordance with company Policies and procedures Recognize high risk accounts and solicit remedies and balance renewals As well as discuss situations with front end manager educate customers on of terms of contract calling of customers who accounts are past due to negotiate resolution. ZALES CORPORATION:

Irving, Texas

Customer Service Representative, Aug 2007 – Jan 2010 Receives all Shared Services Call Center inquiries and requests. Performs data entry for employees without connectivity. Met key performance measures such as first call resolution, average answer speed and call quality. Records all caller inquiries and requests using case management tools. Resolved escalated calls. Communicates resolutions and updates cases (call records). Escalated complex cases to appropriate Center of Expertise/Shared Service Specialist if additional research or expertise is required. Uses procedures, policy manuals, knowledgeable tools and/or other reference materials to assist in resolving inquiries or issues. Recognizes unusual events or consistent problem areas and works with SSCC management to resolve arising issues. Suggests methods to update, simplify, and enhance processes, procedures, and technologies monitors customer satisfaction levels and participates in the development of improvement plans. COUNTRYWIDE MORTGAGE:

Fort Worth, Texas

Customer Service Human Resources Representative, Jan 2005 – July 2007 Successfully handled heavy inbound and outbound calls for payroll inquires. Type payroll reports And handle complaints from employees. Processed /distribute mail to correct department. responded to written and telephone request regarding Company Benefits. Process new hire & Rehire, assist payroll issues, and assist with open enrollment, processed I9’s. EXPRESS TELEPHONE SERVICE:

Fort Worth, Texas

Payroll Administrator, May 2002 – Dec 2004

Duties include but are not limited to processing bi-weekly payroll, benefits administration, Production reporting, employee relations, applicant processing, and other Human Resources Duties set up garnishment for child support, student loans. Responsible all contacts With employees, vendors, and customers. Aided in call center customer service as well as some Light reception. Rectified multiple pre-existing outstanding pay issues for 400-seat call center While maintaining payroll processes for operations. Reduced out-of-cycle pay requests. Supervised the implementation and facilitated the use of Etime timekeeping software as well as maintained Exceptional payroll practices for floor supervisors. Phone Dedicated / Help Desk - provide Assistance to HR Professionals for HR/Payroll related issues while following established call Center discipline. Remedy Problem Resolution System - prioritizing and tracking all work. Including phone calls and ensuring all Service Levels are met timely. Communication (both written and verbal) with HR, Managers, Employees and Others, as necessary. Good follow-through and attention to detail Self-starter, independent worker, team player and high initiative Process in new hires and rehires


Fort Worth, Texas

Loan Specialist, May 1997 – May 2002

Reviewed loan requests prior to making changes. Assisted customers in closing accounts, waiving fees, preparing debit and credit slips and processing bank paperwork in communication with various title companies. Worked on insurance claims responsible for processing flood claims processing verification for coverage under policy guidelines also worked on disability claims, liability claim. Assignments to investigate facts of loss worked with attorneys and vendors processed customer Payoff letters, coupon books, address and due date changes in the customer database. Researched customer requests for checks, CDs, account histories, and fraudulent returned items on ASI 14 system. Produced checks on IDW machine. Traveled periodically to Arizona for customer services system operations training.


Eastern Hills, Texas

High School Diploma, May 1978


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