Customer Service Representative

MARINA KARBINO TONG

Boise, ID, *****

***********@*****.*** / 208-***-****

SUMMARY

Marina has over 5+ years of experience as a Customer Service Representative with extensive customer service and supply chain experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market. Successfully manages high volumes of loan documentation in fast-paced environments with demanding productivity, funding and customer satisfaction targets. Familiar with verifying tax, credit, employment, loan, personal and residential histories. Comfortable working alone or with team members to accomplish tasks and enhance processes. Efficient professional in financial processing adept at completing tasks with productivity and precision. Specialize in loan documentation review, client communication, and regulatory compliance to ensure smooth operations. Excel in time management, problem-solving, and adaptability, fostering positive outcomes in fast-paced environments. Detail-oriented Loan Servicing Specialist trained in assisting with commercial, real estate and consumer loans. Proficient in processing final closings and distributions. Prepares statements efficiently to keep loans on-track. Highly skilled Servicing Specialist with a solid background in managing customer service operations and ensuring client satisfaction. Strengths include implementing process improvements, training staff, and resolving complex issues. Noted for consistently exceeding performance benchmarks in previous roles. Demonstrates strong communication skills and commitment to maintaining high standards of service. SKILLS

Empathetic

Tech Savvy

Time Management

Order Management

Active Listening

Emotional Intelligence

Product Knowledge

Organizational Leadership

Financial Acumen

Ability to Work Independently

Ability to Work Within a Team

Record Keeping

Filing System

Database Management

Decisive Decision-Making

Efficient Decision-Making

Data Collection

Project Management

Proficient in Google Analytics

Proficient in MS Outlook

Proficient in Excel

Proficient in Microsoft Word

Efficient Sales Transactions

Salesforce Knowledge

SAP

ERP

Excise Tax Procedures

Income Tax Procedures

Sales Tax Procedures

Sales and Contact Reports

Commercial Sales Practice

Meeting Sales Goals

Payment processing

Loan documentation

Insurance verification

Data analysis

Customer communications

Problem resolution

Team collaboration

Regulatory compliance

Software proficiency

Training and mentoring

Customer service

Process improvement

Account management

MK

EXPERIENCE

Servicing Specialist / American Credit Acceptance - Meridian, ID 08/2024 - Current Reviewed customer accounts to determine on-time payments and loan terms compliance. Accepted payment on accounts.

Identified opportunities for improvement in existing procedures based on feedback from customers and internal stakeholders.

Monitored loans to verify adequate and current insurance coverage. Conducted research on mortgage loan documents to review accuracy of terms and conditions. Coordinated with other departments to ensure all documentation was complete and accurate prior to closing loans.

Verified newly-loaded consumer, mortgage and commercial loans against established standards. Answered questions and advised customers regarding loans and transactions. Patient Access Associate / St Luke's Hospital - Boise, Idaho 04/2023 - 09/2023 Instructed patients on policies and required actions for different types of appointments and procedures. Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.

Assembled registration paperwork and placed identification bands on patient. Verified demographics and insurance information to register patients in computer system. Communicated financial obligations to patients and collected fees at time of service. Verified patient information through insurance eligibility checks. Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.

Customer Service Representative / United States Postal Service 03/2021 - 11/2022 Trained multiple employees on employee guidelines, processes, and a variety of different systems to ensure a successful onboarding experience.

Promptly answer up to 50 calls per shift within the company goal of 3 seconds with a 98% overall success rate. Troubleshoot technical issues with customer step by step to ensure first-call resolution metrics were exceeded every month.

Answer incoming telephone calls.

Order office supplies and keep track of supply inventory. Issues to promote satisfaction.

Sales, customer service, logistics, inventory management, ordering, and receiving. Used cash registers and POS systems to request and record customer orders and compute bills. Restocked, arranged and organized merchandise in front lanes to drive product sales. Monitored self-checkout systems and provided assistance or intervention where required. Counted cash in register drawer at beginning and end of shift. Maintained current knowledge of store promotions and highlighted sales to customers. Conducted inventory counts by adding each item in stock and documenting. Answered questions about store policies and concerns to support positive customer experiences. Prepared beverages and filled food orders for customers. Mentored new team members on registers, meeting customer needs, maximizing group performance and maintaining high satisfaction with customers.

Educated customers on promotions to enhance sales. Collection Specialist / Selene Finance 02/2020 - 02/2021 Build trust with customers, resulting in an average customer satisfaction survey score of 99%. Proficient in Excel spreadsheets, Word, PowerPoint. Handle large volume of calls including instant messaging. Use critical soft communication skills to calm customers. Proactively memorized over 55 company scripts and services. Completed customer insight reports and input over 12,000 units of sensitive data. Investigate 12+ delinquent accounts per day to identify the root cause of their status, which then allows you to take action quickly to reconcile overdue cases.

Sales Associate / Macy's - Boise, ID 05/2019 - 08/2019 Maintained organized, presentable merchandise to drive continuous sales. Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.

Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases. Tracked stock using company inventory management software. Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs.

Trained and developed new sales team associates in products, selling techniques and company procedures. Maintained records related to sales, returns and inventory availability. Applied security and loss prevention training toward recognizing risks and reducing store theft. Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.

Managed approximately 30 incoming calls per day for customers. Customer Service Rep / McDonald's - Boise, ID 06/2018 - 07/2018 Addressed guest complaints and resolved issues to promote satisfaction. Sales, customer service, logistics, inventory management, ordering, and receiving. Used cash registers and POS systems to request and record customer orders and compute bills. Restocked, arranged and organized merchandise in front lanes to drive product sales. Monitored self-checkout systems and provided assistance or intervention where required. Counted cash in register drawer at beginning and end of shift. Maintained current knowledge of store promotions and highlighted sales to customers. Conducted inventory counts by adding each item in stock and documenting. Answered questions about store policies and concerns to support positive customer experiences. Prepared beverages and filled food orders for customers. Mentored new team members on registers, meeting customer needs, maximizing group performance and maintaining high satisfaction with customers.

Educated customers on promotions to enhance sales. EDUCATION AND TRAINING

Associate of Science: Social Work Expected in 04/2027 Grand Canyon University - Phoenix, AZ

Bachelor Of Science: Social Work 04/2025

Boise State University - Boise

Pursuing

Secondary School 01/2019

Bishop Kelly High School

AVAILABILITY TO JOIN

1 week notice

INTERVIEW AVAILABILITY

24 hours' notice (Morning)

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