Arla Marzano
Longview,TX
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
29
29
years of professional experience
Work History
Lead Generator
Americas Ink and Toner
Chandler, TX
04.2023 - 12.2023
- Identified and qualified potential customers through outbound calling.
- Created and maintained a database of leads for follow-up by sales team.
- Provided customer service support and addressed customer inquiries.
- Researched potential leads to identify key decision makers within target organizations.
Customer Service Representative
S4 Communications
Longview, TX
05.2010 - 01.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
Debt Collector
Burch Management
Dallas, TX
03.1995 - 04.2002
- Advised customers of necessary actions and strategies for debt repayment.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed incoming payments from customers according to established procedures.
- Explained the consequences of non-payment in a professional manner.
- Secured payments by following up with customers which disregarded promise to pay.
- Arranged for debt repayment or established repayment schedules based on customers' financial situations.
- Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
- Reviewed accounts to determine payment plan compliance.
- Identified delinquent accounts and contacted debtors to negotiate payment terms.
- Processed payments over phone and set up recurring drafts.
- Provided timely feedback on collection efforts to management.
- Conducted skip tracing to locate debtors who had changed address or employment status without notifying creditors.
- Met demands of busy collections group by performing high volume of daily calls.
- Skip-traced with social media sites, professional sites and search engines to find contact information for borrowers.
- Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
- Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Drafted letters demanding payment from delinquent customers using standard templates.
- Performed regular reviews of assigned accounts to ensure compliance with company policies.
- Prioritized accounts based on total amount owed and credit bureau reports.
- Escalated unresolved disputes to legal counsel as necessary.
- Recorded information about status of collection efforts.
- Answered customer questions regarding account discrepancies or problems.
- Received payments and posted amounts to customer accounts.
Education
High School Diploma -
Pine Bluff High School
Pine Bluff, AR05-1980
Skills
- Sales goal achievement
- Cold calling expertise
- Skilled in AS400 and Citrix
- Data Entry
- Account updating
- Debt collections
- Collections background
- Payment Collections
- Collections experience
Timeline
Lead Generator
Americas Ink and Toner
04.2023 - 12.2023
Customer Service Representative
S4 Communications
05.2010 - 01.2023
Debt Collector
Burch Management
03.1995 - 04.2002
High School Diploma -
Pine Bluff High School
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