EDUARDO MARQUEZ
San Diego,CA
Summary
Goal-oriented professional with over 20 years of experience in administration and customer service. Proven track record in team management, fostering strong professional relationships, and delivering superior customer service. Adept at rapid rapport-building with clients and colleagues from diverse backgrounds. Highly skilled in organization, time management, and problem-solving. Known for working independently and within a team with minimal supervision. Flexible and willing to take on additional responsibilities as needed.
Overview
13
13
years of professional experience
Work History
Team Lead
HD Supply
02.2021 - Current
- Lead and manage a team of 10 collections specialists to ensure effective performance
- Develop and implement strategies to enhance collections success, including client negotiations and process improvements
- Monitor team performance, providing regular feedback and coaching to improve individual and team results
- Collaborate with other departments to identify and resolve issues, improving overall collections processes
- Work with the QA team to provide feedback to credit representatives regarding call assessments and order evaluations
- Conduct live monitoring of calls and workflows to ensure quality and efficiency
- Assist in interviewing, onboarding, and training new team members
- Support team members transitioning from ERP to SAP systems
- Optimize team time management to meet daily call quotas of 50+ outbound calls
- Ensure adherence to commitments, delivering excellent customer service.
Customer Advocate/Escalations
The Hartford
04.2012 - 12.2020
- Utilized superior de-escalation and customer service skills to resolve concerns and rebuild client trust
- Reviewed customer policies to identify savings opportunities and initiated outbound calls to address account issues
- Established quick rapport with clients, accurately addressing inquiries and concerns
- Consistently exceeded departmental customer service goals, fostering teamwork among advocates.
Claims Service Specialist
Allstate
05.2011 - 04.2012
- Received and recorded claims submissions, ensuring accuracy and timeliness
- Supported clients through the claims process, providing advice and guidance
- Maintained comprehensive knowledge of policies, procedures, and insurance benefits to assist clients effectively.
Walmart Inventory Control
Acosta
02.2011 - 06.2011
- Communicated effectively in a remote role to record inventory data from onsite clients
- Maintained organized and accessible documentation of inventory reports
- Built and maintained strong business relationships through consistent communication with clients.
Education
Diploma, General Studies -
Arroyo Valley High School
Skills
- SAP
- Salesforce
- Verbal/Written Communication
- Time Management
- Interpersonal Relationships
- De-escalation
- Team Leadership
- Microsoft Office Suite
- Superior Customer Service
- Problem Solving
- Phone Etiquette
- Multitasking
- Attention to Detail
- Bilingual: English & Spanish
- Customer Service Management
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
Diploma, General Studies -
Arroyo Valley High School
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