Marie Francis

Contact

Coral Springs, FL *****

954-***-****

ad36pd@r.postjobfree.com

Objective

Dedicated Customer Service/ Management Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Education

Kaplan University Boca Raton,

FL

Associate Degree

GPA 3.87

Key Skills

Communication Problem-solving Highly Organized Ability to multitask

Training & development Customer Service Microsoft Office

Outlook Various Vendor Management

Systems

Experience

May 2023 - Current

Case Manager Home Choice Warranty-Fort Lauderdale, FL Evaluate and process warranty claims that fall outside the coverage policy

Manage and oversee customer cases related to denied warranty claims, providing timely and

accurate information to assist customers in filing appeals or initiating alternate resolution

options.

Collaborate with internal teams, such as legal and customer support, to gather necessary

documentation and evidence for warranty claim

investigations.

Bayview Loan Servicing - Fort Lauderdale, FL Mortgage Retention Specialist 2019 - 2022 Expense report and assists with payroll

Schedule meetings with borrowers and managers Coordinate and assist with required projects Administrator Specialist II (Loss Mitigation) 2018 - 2019 Inbound/Outbound calls

Schedule appointments

Negotiate & process reinstatements Establish repayment plans Complete follow up calls

Submit complete packages

Call Center Representative 2016 – 2018 Outbound calls

Negotiate & set up payments for past due loans and delinquencies

2015 - 2016

Case Manager Call Center/Assistant Manager Palmetto Solar- Coral Springs, FL

Inbound/Outbound calls

Schedule appointments

Assist manager & leadership with daily operations Assist with the development of business plans to ensure efficiency & service

2010 - 2015

Quality Analyst Teleperformance - Boca Raton, FL Monitor inbound/outbound calls for quality assurance Identify problems & make recommendations for corrective actions

Develop, coach & counsel employees on customer service skills, company policies &

compliance

Create reports & analyze data Call Center Agent Inbound/Outbound calls

Maintain customer files

Handle & resolve customer complaints Create/cancel orders

Recommend product & packaging improvements Provide technical support

Contact this candidate