Alexus Marshall
JACKSONVILLE
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
7
7
years of professional experience
Work History
Financial Analyst
Merrill Lynch
11.2022 - Current
- Conducted detailed financial analysis to identify and evaluate changes in operations, trends and potential areas of improvement.
- Developed trading strategies to maximize returns on investments.
- Assisted in preparation of presentations, data tables and other documents for investor meetings.
- Created and maintained precise and accurate models, charts and reports.
- Reviewed and analyzed project spending throughout project life cycle.
- Coordinated with financial advisors to develop long-term investment strategies.
- Maintained updated records of all financial transactions to support traceability.
- Prepared company tax returns and other financial filings.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Reviewed legal documents and contracts to determine potential conflicts and disputes.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Self-motivated, with a strong sense of personal responsibility.
- Developed and maintained strong relationships with clients to maximize satisfaction.
- Educated clients on potential risks and rewards associated with various investments.
- Informed clients of strategies for reducing debt and maximizing savings.
- Researched and evaluated potential investment products for clients.
- Monitored and updated financial plans to comply with client goals.
- Updated clients on changes in tax laws and other regulations affecting investments.
- Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
- Developed advanced product knowledge to share current information while generating and delivering products quotes.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Generated comprehensive reports on portfolio performance and risk assessment.
- Improved emergency resolution processes to save time.
- Participated in client meetings to discuss financial analysis and investment strategies.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Developed complex dashboard and reporting tools to track business performance metrics.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Created dashboards to monitor and track key performance indicators.
- Performed field calculations to complete assessments.
- Generated legal description, measurements and geographical characteristics for average 98.2% legal descriptions monthly.
- Prepared digital files, physical documents and work requests in compliance with company guidelines.
- Manipulated and converted documents to meet needs of individual personnel or projects.
- Carefully reviewed all documents and reports for completeness and accuracy.
- Monitored due dates and deadlines and worked to submit all documents on time or early.
- Worked with internal staff to process documents and sent for closing.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Senior Collections Specialist
Citibank
06.2020 - 01.2023
- Maintained high volume of calls and met demands of busy and productive group.
- Used skip tracing and other techniques to locate debtors.
- Researched accounts and completed due diligence to resolve collection problems.
- Counseled debtors on payment options and arranged installment agreements.
- Processed payments and applied to customer balances.
- Updated information in internal planning tools and platforms to log activities.
- Utilized proprietary tools to engage with clients, track communications, and deliver results.
- Collaborated with team members on data validation, derived key insights, coordinated, and prioritized tasks and communicated updates about fixes.
- Uploaded or transmitted data using secure protocols.
- Compiled, verified accuracy, and sorted information to prepare source data for computer entry.
- Negotiated to collect balance in full.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Researched billing errors and discrepancies to initiate corrective action.
- Proven ability to learn quickly and adapt to new situations.
- Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Skilled at working independently and collaboratively in a team environment.
Customer Care Representative
Bernard Bpo Call Center
06.2019 - 03.2020
- Managed high call volume with exceptional professionalism and efficiency.
- Ensured compliance with all relevant regulations during sales processes, including adherence to privacy policies when handling sensitive customer information.
- Improved call handle times by streamlining processes and utilizing effective communication techniques.
- Participated in ongoing training programs to continuously refine sales techniques and improve performance metrics.
- Demonstrated excellent multitasking abilities by managing multiple inbound calls simultaneously while maintaining attention to detail.
- Identified and resolved discrepancies and errors in customer accounts.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided backup support for organizational leadership.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Healthcare Customer Service Representative
Humana
06.2018 - 06.2019
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Navigated complex billing systems with ease, ensuring accurate invoicing and prompt payment collection from insurers.
- Liaised between patients, healthcare providers, insurers, pharmacists, creating a seamless experience for all parties involved in the prescription process.
- Assisted in reducing medication errors through diligent review of drug interactions and dosage requirements.
- Played an active role in promoting health and wellness initiatives within the community, educating patients on prescription benefits and available resources.
- Addressed discrepancies between prescribed medications, alerting medical professionals when necessary to prevent adverse reactions or negative outcomes.
Education
High School Diploma -
Englewood High
05-2017
Skills
- Due diligence
- Accounting assistance
- Manpower planning
- Auditing
- Comparative analysis
- Funds distribution
- Expert in customer relations
- Financial statement analysis
- Research and data analysis
- Variance resolution
- Excellent attention to detail
- Defect tracking
- Customer support
- Data entry
- Written and oral communication
- Empathy display
Accomplishments
- Achieved 100% survey scores for a year due to efficiency to take care of clients.
- Increased team productivity by implementing key processes improvements.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Business Development - Initiated key partnerships which resulted in 1 million dollars of revenue growth.
Timeline
Financial Analyst
Merrill Lynch
11.2022 - Current
Senior Collections Specialist
Citibank
06.2020 - 01.2023
Customer Care Representative
Bernard Bpo Call Center
06.2019 - 03.2020
Healthcare Customer Service Representative
Humana
06.2018 - 06.2019
High School Diploma -
Englewood High
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