Alexus Marshall
Jacksonville,FL
Summary
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
8
8
years of professional experience
Work History
Financial Services Representative
Merrill Lynch
Jacksonville, FL
11.2022 - Current
- Discussed financial needs and goals to present investment options aligned with clients' financial status.
- Utilized financial planning software to model scenarios and forecast financial outcomes for clients.
- Prepared reports detailing client portfolio performance and asset allocation.
- Assisted clients in understanding complex financial concepts and instruments.
- Utilized CRM systems to track client interactions, transactions, and progress towards financial goals.
- Ensured that all customer inquiries were answered promptly and completely.
- Held financial conversations with clients and prospects to determine needs and provide appropriate solutions.
- Managed client portfolios to optimize financial performance and meet investment objectives.
- Analyzed client financial statements and data to evaluate financial health and investment opportunities.
- Engaged in ongoing training and education to acquire knowledge of financial products and services in changing economic conditions.
- Processed transactions quickly and accurately in accordance with established procedures.
- Collaborated with team members to develop and implement innovative financial solutions.
- Worked collaboratively with other departments to provide comprehensive solutions for clients.
- Maintained strict compliance with all regulatory and ethical standards in financial advisory services.
- Fostered relationships with new and existing customers through excellent customer service skills.
- Implemented effective client retention strategies resulting in high satisfaction and referral rates.
- Built and maintained strong client relationships through exceptional service and communication.
- Led client meetings to review financial goals, performance, and adjust strategies as needed.
- Established strong and positive working relationships within organization to contribute to team success.
- Processed financial aid documents and completed basic verification of information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Recognized by management for providing exceptional customer service.
- Strengthened customer retention by offering discount options.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Recorded all customer interactions into the database system accurately and completely.
- Participated in team meetings to discuss strategies for improving customer experience.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Performed regular follow-up calls to check on customer satisfaction levels.
- Identified areas of improvement in existing processes or procedures used for providing support services.
Collections Specialist
Citibank
Jacksonville , FL
06.2020 - 11.2022
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Used probing techniques to determine debtors' reasons for delinquency.
- Recorded all information regarding financial status of customers.
- Processed payments and contracts on accounts.
Customer Service Sales Representative
Bernard
Jacksonville , FL
12.2018 - 01.2020
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Followed up with customers after completed sales to assess satisfaction and resolve any technical or service concerns.
- Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
- Used consultative sales approach to understand and meet customer needs.
- Produced remarkable sales and enhanced numbers by managing complete lifecycle from networking through ongoing account servicing.
- Receive payments and post amounts paid to customers accounts.
- Determine chargers for services requested, collect deposits or payments, or arrange for billing
- Locate and monitor overdue accounts, using computers and a variety of automated systems
- Established fair pricing structures and finalized contracts to complete service agreements with diverse customers.
- Increased profits by 85% through generating and maintaining relationships with 150 accounts a week and effectively selling new products.
Customer Service Representative
Humana
Jacksonville, FL
05.2017 - 07.2018
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Responded to customer requests for products, services and company information.
- Entered customer interaction details in [Software] to track requests, document problems and record solutions offered.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Answered constant flow of customer calls with up to 10 calls in queue per minute.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Education
High School Diploma -
Englewood High School
Jacksonville, FLSkills
- Expertise
- Data entry
- Multitasking and organization
- Scheduling understanding
- Retention strategies and business growth
- Creative problem-solving
- Clear communication skills
- Time management skills
- Hospitality and accommodation
- Account documentation
- Technical solution analysis
- Account performance reviews
- Relationship management
- Customer relationship management
- Analytical and critical thinking
- Conflict resolution
- Email management
- Referral coordination
- Adaptability and flexibility
- Quality assurance
- Workflow optimization
- Dependability and reliability
- Business development
- Team building
- Microsoft office specialist (MOS) expert
Accomplishments
- Recognized for achieving 100% in surveys for excellent service to clients for more than 3 months straight.
- Recognized for always being an outstanding team member.
Timeline
Financial Services Representative
Merrill Lynch
11.2022 - Current
Collections Specialist
Citibank
06.2020 - 11.2022
Customer Service Sales Representative
Bernard
12.2018 - 01.2020
Customer Service Representative
Humana
05.2017 - 07.2018
High School Diploma -
Englewood High School