Summary
Overview
Work History
Education
Skills
Timeline
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Chanarae Johnson Marchall

Customer Advocate
Reno,NV

Summary

Conscientious Customer Service Representative with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments.


Effective in handling direct customer inquiries, implementing customer service policies, and executing financial responsibilities. Experienced Loan Officer adept at assessing customer needs, providing suitable products and guiding customers through loan process.


Handles complex financial transactions using in-depth knowledge of loan products, services and lending regulations. Develops strong customer relationships by providing excellent service.

Overview

10
10
years of professional experience

Work History

Loan Originator

FIGURE Lending
09.2022 - Current
  • Provided customer feedback to management and identified areas of improvement for products and services.
  • Monitored the performance of existing loan portfolios to identify and address any issues.
  • Implemented and developed customer service training processes that increased product sales.
  • Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
  • Maintained strict confidentiality of bank records and client information.
  • Compiled a database of loan applicants' credit histories, financial statements, and other financial information.
  • Assisted customers in understanding loan terms and conditions to make informed decisions.
  • Advised clients on mortgages, education, and personal loans.
  • Prepared documents for customers, submitting and overseeing each step of the closing process
  • Recommended loan approvals and denials based on customer loan application reviews

Customer Service Associate

Smart Warehousing
11.2021 - 11.2022
  • Developed and actualized customer service initiatives to decrease wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Responded to customer calls and emails to answer questions about products and services.
  • Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback

Team Lead

Hello Super
01.2019 - 03.2021
  • Developed and monitored weekly staff schedules.
  • Compiled and analyzed claims to determine best approaches to improve customer success as well as expectations.
  • Supervised team of 18 employees working with Zendesk, Saleforce, Slack, and maintaining workflows.
  • Developed and implemented policies, procedures and process improvement initiatives to improved SLA's and increase customer satisfaction.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Operated material moving equipment to move heavy loads and maintain production levels.
  • Participated in cross-functional team-building activities.

Loan Servicing Agent

Mosaic
12.2017 - 01.2019
  • Educated customers on variety of loan process and available credit options to promote valuable decision-making.
  • Provided excellent service and attention to customers via email or through phone conversations.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Recognized by management for providing exceptional customer service.
  • Answered 50+ fast pace calls per day, to answer customer questions.
  • Communicated with applicants to obtain loan application information and explain loan process.
  • Originated, reviewed, processed, closed and administered customer loan proposals.
  • Reviewed and validated details of loan applications and closing documentation.
  • Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.

Member Services

UFCW Services
09.2017 - 01.2018
  • Delivered administrative support to drive organizational objectives and patient care goals.
  • Responded and investigated Members and Union Locals inquiries, concerns and issues via phone, and
  • Compiled data from Members Medical and Dental appointments to ensure benefits were used and
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and
  • Assisted in maintaining accurate records by verifying and updating member account information.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Answered customer telephone calls promptly and appropriately handled needs.

Education

Some College (No Degree) -

Oakland High School
Oakland, CA

Associate of Arts -

Butte College
Oroville, CA
02.2009

Skills

  • Production monitoring
  • Quality control
  • Product and service knowledge
  • CSS
  • Training and Development
  • Serve Customer Needs
  • Report preparation
  • Cross-functional team collaboration
  • Complaint resolution
  • Support Closings
  • MS Office Expertise
  • Active Listening

Timeline

Loan Originator

FIGURE Lending
09.2022 - Current

Customer Service Associate

Smart Warehousing
11.2021 - 11.2022

Team Lead

Hello Super
01.2019 - 03.2021

Loan Servicing Agent

Mosaic
12.2017 - 01.2019

Member Services

UFCW Services
09.2017 - 01.2018

Some College (No Degree) -

Oakland High School

Associate of Arts -

Butte College

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Chanarae Johnson MarchallCustomer Advocate