Customer Service Representative

Chandra L. Marrington

*** ***** *** **** #**** AF, UT 84003

385-***-**** ******.*****@*****.***

Objective:

To start a career in which I can achieve long term success, advancement within the company and further my opportunities, talents, education as well as personal and professional growth. I am a natural leader and love to help others. I will continue to thrive every day and will never stop achieving my goals.

Skills:

● Over 20 years’ experience in customer service.

● Ability to work and interact with all different types of people and personalities.

● Proficient in Microsoft office.

● Quick learner, started to move into management positions- Team Lead- at nineteen years old.

● I am a natural leader, self-motivated, organized and am task oriented. I believe that we can accomplish great things as individuals, but as a team, we can accomplish so much more. I am an amazing team player. Working as a team gives us strength in unity, better ideas and helps us develop tools to provide customers with the best, most positive experience possible.

Creditrepair.com- January 2021- Current

Senior Credit Advisor:

● After only three months of working at Creditrepair.com, I worked my way to becoming a Senior Credit Advisor.

● I educate members about credit and the way it works.

● I explain Credit Repair’s process to members, so they understand how their credit is being worked on; and how/what we are doing to seek the removal of any negative items reporting on a members bureau reports.

● I send out manual challenges and escalations for members, to help with the removal process.

● I stay up to date and continue my credit education, the way it works as well as how our credit repair process works.

● I am a firm believer that knowledge is power,

● I go above and beyond to help members understand what is going on with their credit reports, FICO score, game plan and profile.

● Every day, I look for ways to improve myself as a SR. Credit Advisor, my knowledge and ask for constructive criticism and feedback from my supervisors, I am able to assist members in the very best way possible.

● I have been given kudos and was recognized companywide for excellent performance.

● I am always willing to help my team and other coworkers; I am a team player but am also great at working on my own as well.

● I go above and beyond and set a new goal for myself daily.

● I notate correctly at the end of each call; and keep in contact with the members that I am helping complete specific tasks; and or tasks that need to be followed up on.

● I am a hard worker and will take matters into my own hands to get stuff done.

● I am very goal oriented and have several goals in which I would like to meet; I welcome constructive criticism so I can further my education and become better every day at what I do, how I do things; so, I can help members to the absolute best of my ability.

● I am a quick learner, a fast typer and develop more skills daily.

● I thrive to give members the best experience possible and am so very eager to help others achieve their goals and get their FICO score to where they want it to be.

Lexington Law- August 2020 to January 2021

Paralegal:

● Extensive training in credit repair

● Worked directly with Clients, on a daily basis; educating them of what they can do and other ways to improve their FICO score.

● Advised Clients of steps they can take to help build positive credit.

● Educated clients of ways to build a strong foundation of positive credit items reporting to the three major credit bureaus each month. In return, this can help improve clients FICO scores.

● Pulled credit bureau reports monthly if needed.

● Helped clients dispute negative items showing on their credit reports.

● Sent out manual challenges to bureaus.

● Escalated eligible items to the escalation department to help expedite the removal process and to let creditors know our serious intent on getting negative items removed from client’s credit reports.

● Educated clients about credit in several ways, explained how credit works and how the removal process works.

Diamond consulting group - September 2014 to July 2020 Floor manager/Team lead:

● I work directly with the CEO of Diamond Consulting Group

● I manage our entire call floor and am also a team lead of 15 agents.

● Meet daily goals and surpass those goals almost on a daily basis.

● Collect payments and schedule coaching sessions with clients.

● Personally, scheduling and completing follow up calls to check in on customers and their progress.

● Walk clients though contracts and compliance.

● In charge of all new hires

● I keep my team and the floor “pepped” and motivated by finding creative ways to keep up moral and am creative with incentives and prizes for employees to win by motivating them to keep up their stats and to be the best agents possible. Liberty Safe 2014

Customer Service Representative:

● Awarded best customer service agent 2 consecutive months by the GM herself.

● Quickly learned their complex in-house IT program.

● Was one of the best agents to De-escalate a call while maintaining control of the call. I listened to my customers and did everything in my power to help the customer with whatever issue or problem they called in about

● Upsold product according to customers’ needs and wants.

● met daily goals and kept up my stats by taking it upon myself to educate myself on product we sold and carried on my down time, thus making it easier for me to navigate and maintain control of my calls.

CastleRock Tile and flooring 2012-2013

Assistant Tile Setter:

● Prepped floors, walls, ceilings, tub surrounds, back splashes and more for tile to be laid.

● Hydro guard and Auquaguarded areas to waterproof areas where tile was to be installed.

● I was specifically picked to review the “punch list” Making sure that the final outcome of every inch of the company’s work would meet the high standard of the company.

● High ability to work in many diverse environments and achieve positive results every day, I was the only female that worked in the field of the company and most always the only female on the job site.

Utah Valley Regional Medical Center 2003-2007

Senior Patient Care Technician/Phlebotomist/Code team:

● Medical oncology and telemetry/renal floors. I was surrounded by ill and dying people. I witnessed what my patients and their families were going through on a day-to-day basis.

● Assist people in activities of daily living as well as many other tasks my patients needed help with.

● Trained and very skilled in phlebotomy, often times, I was pulled to do difficult blood draws because I rarely missed: And to place catheters for patients with medical problems that made it difficult to place a catheter. I did this by being creative and critical thinking.

● I was preferred and handpicked by several Doctors to assist them with sterile procedures. Each Dr liked things done a specific way. I memorized the way each Dr liked things done. Because of this, I already had everything prepared and made sure to stay one step ahead of the DR’s during procedures.

● Learned empathy for others and was a shoulder to cry on for both patients and family. I was not just a Senior Tech, my patients grew to love me, and I them.

● Learned how to do secretarial work for the hospital, ordering blood draws, labs, reading and ordering tests, labs, CT scans, MRI’s etc. filing and entering all the data in a secure hospital IT program.

● I was a member of the Code Team. When a patient stopped breathing or their heart stopped beating, I was one of eight people that was paged to resuscitate that patient and to do everything in my power, by working with my team to save that patient's life.

● I also would take shifts running with Springville ambulance to advance and maintain my skills with in and out of the hospital.

Wal-mart, Springville Utah 2002-2003

Customer Service Manager:

● I was cross trained in several areas of Wal-Mart. I was extremely knowledgeable in all areas of which I worked. I have great ability to multitask. I was often rotated from department to department when the store was shorthanded.

● Helped train cashiers and customer service cashiers.

● I assisted cashiers in several ways. I would override transactions, bag when needed, Suspended transactions when a problem arose to go over items with the customer to find any discrepancies when checking out.

● Managed front end and back-end parts of the store

● Kept track of employee’s tills and stats.

● Held training classes monthly for cashiers and customer service cashiers to keep them up to date on any changing policies, procedures and how to better their performances and stats.

Convergys 2001-2002

Sales Representative/Team Lead:

● Started as a sales rep to sell Visa Credit cards to pre-approved applicants.

● Surpassed my mandatory sales quota on a daily basis.

● Was the top sales person on my team.

● Was promoted to a team lead after being a representative for less than three months.

● As a team lead, I learned how to manage eight people; and how to teach and lead them in being successful.

● I had the top selling team with the best stats for five months in a row.

● I worked with each and every one of my team members individually to help them become better agents and to become more successful and to boost their sales and stats.

Education:

● Graduated with honors, 2002, Timpanogos High School, Orem, Utah

● Certified Nurse’s Assistant/Patient Care Tech, UVU, Provo, Ut

● EMT Basic/ EMT Intermediate 2002 & 2004, Provo Fire and Rescue Academy, Provo, Ut

● Elective classes, 2004-2006, UVU, Orem Utah

References:

● Available upon request

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