Summary
Overview
Work History
Education
Skills
Timeline
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Aliyah R. Marquez

North Aurora,IL

Summary

Experienced professional with a strong background in customer interactions and service solutions. Adept at conflict resolution, communication, and problem-solving. Consistently ensures customer satisfaction and loyalty. Proven ability to collaborate effectively within teams and adapt to changing needs while remaining focused on achieving results through efficient and empathetic service. Recognized for reliability and a proactive approach in meeting both customer and organizational goals.

Overview

5
5
years of professional experience

Work History

Card Collections Specialist II

JPMorgan Chase
12.2022 - Current
  • Improved customer payment compliance through negotiating mutually agreeable repayment plans.
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

Member Service Representative

NuMark Credit Union
08.2022 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

LSI - Financial Representative

Lending Solutions Inc.
10.2021 - 04.2022
  • Answered phone calls for variety of clients and acted as financial service representative on their behalf.
  • Managed finances and overall business direction through solutions-oriented problem-solving.
  • Met with customers to assess needs, financial status and eligibility.
  • Worked closely with clients to determine goals and recommend appropriate services to maintain long-term relationships with account holders.
  • Responded to customer questions and concerns or escalated to supervisor for resolution.

Contact Center Associate

DuPage Credit Union
04.2021 - 10.2021
  • Answering phones from members professionally and responding to member inquiries and complaints
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Processed debit and credit card and electronic check payments
  • Handled over 70 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services

Member Service Representative

Fox Valley Credit Union
08.2020 - 04.2021
  • Properly maintains and balances ACH debit card systems daily.
  • Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands
  • Maintained updated knowledge of internal processes and industry best practices to optimize service delivery
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 95%

Education

High School Diploma -

Metea Valley High School
Aurora, IL
05.2016

Skills

  • Client servicing
  • Selling techniques
  • Financial reviews
  • POS Systems and Ordering Platforms
  • Building Customer Trust and Loyalty
  • Responding to Difficult Customers

Timeline

Card Collections Specialist II

JPMorgan Chase
12.2022 - Current

Member Service Representative

NuMark Credit Union
08.2022 - Current

LSI - Financial Representative

Lending Solutions Inc.
10.2021 - 04.2022

Contact Center Associate

DuPage Credit Union
04.2021 - 10.2021

Member Service Representative

Fox Valley Credit Union
08.2020 - 04.2021

High School Diploma -

Metea Valley High School

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Aliyah R. Marquez