EDUARDO MARQUEZ
San Diego,CA
Summary
A reliable and goal-oriented professional with over 20 years of experience in administration and customer service positions. Highly experienced in managing teams and fostering strong professional relationships. Skilled in rapid rapport-building with clients and colleagues from diverse backgrounds. Proficient in organization, time management, and delivering excellent customer service through active listening, integrity, and prompt follow-up. Effective at working independently or within a team with minimal supervision. Flexible schedule and willingness to take on additional responsibilities as needed.
Overview
13
13
years of professional experience
Work History
Team Lead
HD SUPPLY
02.2021 - Current
- Lead a team of 10 collections specialists, focusing on maximizing collections performance
- Review accounts for agency placement
- Review accounts and submit them for BDWO
- Develop and execute strategies aimed at enhancing collections success, including client negotiations and process innovations
- Provide continuous monitoring of team performance and deliver regular feedback and coaching to drive individual and collective improvement
- Collaborate with cross-functional departments to address challenges and optimize collections processes
- Ensure consistent achievement of impactful results benefiting both the team and the organization.
Customer Advocate/Escalations
THE HARTFORD
04.2012 - 12.2020
- Leveraged superior de-escalation and customer service skills to resolve customer concerns and rebuild client trust
- Reviewed customer policies to identify savings opportunities and initiated outbound calls to rectify account issues
- Established quick rapport with clients over the phone while promptly addressing inquiries with accuracy
- Upheld and surpassed departmental customer service goals, fostering strong teamwork among advocates.
Claims Service Specialist
ALLSTATE
05.2011 - 04.2012
- Received and recorded claims submissions, ensuring complete accuracy and timeliness throughout the submission process
- Supported clients from claim submission to closing, providing advice and guidance as needed
- Maintained comprehensive knowledge of policies, procedures, and insurance benefits to quickly assist clients.
Walmart Inventory Control
ACOSTA
02.2011 - 06.2011
- Communicated effectively from a remote position when recording inventory data from onsite clients
- Maintained well-organized and easily accessible documentation of inventory reports
- Built and maintained strong business relationships through constant communication with clients.
Customer Service
The Home Depot
Education
DIPLOMA - General Studies
Arroyo Valley High School
San Bernardino, CASkills
- SAP
- Salesforce
- Verbal/Written Communication
- Time Management
- Interpersonal Relationships
- De-escalation
- Team Leadership
- Microsoft Office Suite
- Superior Customer Service
- Problem Solving
- Phone Etiquette
- Multitasking
Timeline
Team Lead
HD SUPPLY
02.2021 - Current
Customer Advocate/Escalations
THE HARTFORD
04.2012 - 12.2020
Claims Service Specialist
ALLSTATE
05.2011 - 04.2012
Walmart Inventory Control
ACOSTA
02.2011 - 06.2011
Customer Service
The Home Depot
DIPLOMA - General Studies
Arroyo Valley High School
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