Jennifer Marrero
Summary
Dynamic Senior Customer Service Associate with proven success in problem-solving and data analysis. Expertise in project management and training coordination to enhance team performance and elevate customer satisfaction.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Associate
Belk
Roanoke, Virginia
11.2024 - Current
- Assisted customers with product inquiries and service issues.
- Resolved customer complaints through active listening and problem-solving.
- Processed customer transactions efficiently at checkout stations.
- Worked closely with other departments to resolve customer issues in a timely manner.
- Trained new associates on company policies and customer service protocols.
L2 Escalations Specialist
Wells Fargo
Roanoke, VA
02.2026 - 08.2026
- Resolved client issues by reviewing complaints for regulatory flags and implementing corrective measures.
- Identified issues through investigative steps to process complex online transactions.
- Maintained compliance by classifying risks accurately in case management systems.
- Transferred complex client concerns to experienced team members for further assistance.
- Addressed inquiries and complaints from internal and external customers regarding financial products and services.
- Engaged with customers to respond effectively and determine proper courses of action.
- Facilitated resolution of disputes by negotiating settlements between involved parties.
Delta Above Wing Agent
Unifi
Roanoke, Virginia
06.2022 - 08.2024
- Ensured compliance with safety protocols during daily operations.
- Trained new staff on operational procedures and equipment usage.
- Assisted in managing inventory control and supply logistics.
- Implemented best practices to enhance workflow efficiency.
- Coordinated baggage handling processes to streamline operations.
- Collaborated with team members to resolve customer inquiries promptly.
- Responded to customer complaints in a professional manner, maintaining high service standards.
Senior Living Advisor
APFM
Roanoke, Virginia
06.2023 - 03.2024
- Delivered timely adjudication of concerns while advocating for veterans and beneficiaries.
- Analyzed administrative adjudications and special determinations regarding qualifying military service.
- Utilized multiple electronic data processing systems for data collation and correspondence finalization.
- Conducted qualitative analysis of program work to ensure technical accuracy and thoroughness.
Customer Success & Sales Specialist I
Wells Fargo
Roanoke, Virginia
06.2016 - 04.2021
- Achieved status as top sales representative at call center by assisting clients with financial needs.
- Secured highest approval rate for credit and loan products through effective consultation.
- Handled high volume inbound calls and conducted necessary follow-up outbound calls to maximize sales.
- Advised customers on financial solutions, utilizing extensive knowledge of currency exchange.
- Consistently maintained and exceeded quality assurance ratings through strong analytical skills.
- Gathered and reviewed legal documents, ensuring compliance with terms for loan disbursement.
- Delivered first call resolution while adhering to strict compliance procedures and guidelines.
- Chaired diversity initiatives and co-chaired minority team member network to promote inclusivity.
Education
Associate of Applied Science - Drafting & Design Technology
ITT Technical Instituation
Salem, VA12-2013
Bachelor of Science - Technological Entrepreneurship And Management
Arizona State University
Tempe, AZ08-2026
Skills
- Customer service
- Customer communication
- Problem solving
- Conflict resolution
- Customer insights
- Project management
- Staff onboarding
Timeline
L2 Escalations Specialist
Wells Fargo
02.2026 - 08.2026
Senior Customer Service Associate
Belk
11.2024 - Current
Senior Living Advisor
APFM
06.2023 - 03.2024
Delta Above Wing Agent
Unifi
06.2022 - 08.2024
Customer Success & Sales Specialist I
Wells Fargo
06.2016 - 04.2021
Associate of Applied Science - Drafting & Design Technology
ITT Technical Instituation
Bachelor of Science - Technological Entrepreneurship And Management
Arizona State University