Chanarae Johnson Marchall
Customer Advocate
Rodeo,CA
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.
Experienced Loan Officer adept at assessing customer needs, providing suitable products and guiding customers through loan process.
Develops strong customer relationships by providing excellent service.
Talented Scheduler with a hardworking mentality and an organized approach. Familiar with compliance and documentation requirements.
Overview
18
18
years of professional experience
Work History
Loan Originator
FIGURE Lending
Reno, NV
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.
- 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
- Scheduled and confirmed appointments and meetings for senior management team.
- Answered phone calls and answered questions from potential customers.
- Collected information from banks, institutions and employers to assess applicant eligibility.
Customer Service Associate
Smart Warehousing
Reno, NV
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.
- 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
- Set appointments with salespeople and potential customers.
- Scheduled and confirmed appointments and meetings for senior management team.
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.
Member Services
UFCW Services
09.2017 - 01.2019
- 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.
- Entered daily data in computer systems and documented office activities.
Education
Some College (No Degree) -
Oakland High School
Oakland, CAAssociate of Arts -
Butte College
Oroville, CASkills
Product and service knowledgeundefined
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
Member Services
UFCW Services
09.2017 - 01.2019
Some College (No Degree) -
Oakland High School
Associate of Arts -
Butte College
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