Customer Service Representative

MARILYN HOLLIS

Dallas, TX *****

972-***-**** - ********@*****.***

PROFESSIONAL SUMMARY

Personable and deadline-drive Customer Service Representative experienced in working in a fast-paced environment. Solid team player who offers a positive and cooperative attitude.

WORK HISTORY

02/2022 to Current Underwriter Technician

FCCI Insurance

Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.

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Documented underwriting decisions and provided evidence of compliance with applicable regulations.

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Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.

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• Made approval and denial recommendations by determining accurate risk levels. Conducted regular audits of underwriting files to ensure accuracy, compliance, and consistency in decision-making processes.

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Developed strong relationships with brokers, leading to a higher volume of quality submissions and successful underwritings.

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Examined credit reports, financial statements and tax returns to determine repayment capability.

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Improved risk assessment accuracy by conducting thorough reviews of loan applications and financial documents.

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01/2014 to 11/2021 Mail Room Clerk / Underwriter Service Assistant State Farm Insurance – Richardson

• Monitored department performance data to identify and avoid potential risks

• Communicated with floor managers to determine merchandise placement

• Forecasted manpower requirements based on daily workload and company targets

• Reported inventory balances and cycle counts in both the ERP and WMS systems Evaluated operational records and made scheduling adjustments to maximize efficiency

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• Stacked and transported all overstock to storage areas Evaluated and reconfigured systems to support customer service and operational goals

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• Worked with colleagues to review, accept or deny new and renewal business Ensured proper application of agency policies by reviewing, classifying, coding and rating applications

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• Leveraged customers' history, industry and demographic information to calculate renewal rates

• Photocopied, documented and scanned received documentation

• Conducted comprehensive analysis and evaluated risk to control underwriting loss Negotiated coverage, policy pricing and service delivery during meetings with customers, agents or brokers

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Performed data entry functions to track information such as payments, account updates and customer interactions

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• Evaluated the accuracy and integrity of supplied information. 07/2010 to 12/2013 Technical Service Representative iQor – Plano

• Developed and maintained technical expertise in Android Devices

• Developed and maintained positive customer relationships

• Provided real-time support to everyday users of Android Operating System

• Responded to customer service emails in a timely and effective manner

• Reported important problems to management

• Provided thorough support and problem resolution for customers

• Assessed customer bug and enhancement requests and prioritized development

• Troubleshot hardware issues and worked with service providers to facilitate repairs Developed documentation for common processes for both support staff and end-users

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Maintained a calm, professional demeanor when faced with high demand, high volume workloads

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• Handled a large volume of phone calls, chat and emails Referred difficult issues to upper management while maintaining positive rapport with customer

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• Maintained composure and patience in face of difficult customer situations

• Provided base level IT support to company personnel

• Informed customers about issue resolution progress

• Displayed courtesy and strong interpersonal skills with all customer interactions

• Reviewed support cases for technical and troubleshooting accuracy. EDUCATION

01/2013 Bachelor's Of Science Degree : Computer Network Systems ITT Technical Institute - Richardson, TX

SKILLS

• MS Office proficiency

• Effective communication

• Excellent multi-tasker

• Resolution-oriented

• Flexible scheduling

• Cheerful and energetic

• Effective team player

• Superior organization skills

• Customer service expert

• Strong organizational skills

• Dependable and reliable

• Organized

• Active listening skills

• Patient and diligent

• Troubleshooting proficiency

• Windows XP/Vista

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