Arla Marzano
CHANDLER,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
29
29
years of professional experience
Work History
Lead Generator
Americas Ink And Toner
04.2023 - Current
- Called potential customers from marketing lists and referral programs to engage and discuss personal needs.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Overcame objections using friendly, persuasive strategies.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Developed and maintained lasting customer relationships through quick turnaround and strong communication skills.
Customer Service Representative
Burch Management
03.2004 - 12.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
Debt Collector
S4 Communications
10.1994 - 01.2003
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Documented customer payment interactions and account statuses for future reference.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Collaborated with other departments to verify customer compliance with payment plans.
- Processed debtor payments and updated accounts to reflect new balance.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Education
High School Diploma -
Pine Bluff High School
Pine Bluff, AR05.1980
Skills
- Promote Products
- Telephone Etiquette
- Product Organization
- Clerical Support
- Lead Generation
- Customer Service
- Call Center Operations
- Order Processing
- Multi-Line Telephone Operation
- Invoice Preparation and Processing
- Collection Calls
- Credit Extension Negotiation
- Organizational Skills
- Predictive Dialers
- Process Payments
- Payment Acceptance
- Delinquent Account Notification
- Updating Customer Accounts
Timeline
Lead Generator
Americas Ink And Toner
04.2023 - Current
Customer Service Representative
Burch Management
03.2004 - 12.2022
Debt Collector
S4 Communications
10.1994 - 01.2003
High School Diploma -
Pine Bluff High School
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