Salesforce
Jessica Marquez
Customer Service Representative
Portland,OR
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service and sales industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
1
1
Language
4
4
years of post-secondary education
9
9
years of professional experience
Work History
Customer Success Advocate
Square-Cash App
Portland, OR
09.2019 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns via SMS Chat using Salesforce CRM tool
- Hold a high bar for Support when owning customer interactions.
- Identify, document, and follow up with engineers on product bugs and features.
- Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, and products.
- Recognize errors and draft improvements to content in the external Support Center and internal documentation.
- Collaborate with other team members to root out answers and be a resource to other teammates.
Customer Support Representative
Lending Club
San Francisco, CA
10.2018 - 09.2019
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions throughout loan process.
- Assisted senior-level credit officers with complex loan applications.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained statistical database of customers using Zendesk, for types of customer complaints, resolutions offered by organization, and satisfaction rating by customer.
- Prepared documents for underwriting by verifying client income, credit reports and other information.
- Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations.
- Detect and report bug issues to identify troubleshooting methods needed for quick remediation.
- Collaborated with developers and product owners to stay current on product features and intended functionality.
Leasing Specilaist
Essex Property Trust
San Francisco, CA
02.2018 - 08.2019
- Showed available properties to prospective tenants.
- Performed background, reference and credit checks as part of screening process of prospective tenants.
- Established favorable rates with owners and prepared lease agreements.
- Developed and executed plan to achieve and maintain 90% or better rate of occupancy.
- Minimized vacancy periods by collaborating with building owners to strategize improvements to marketing initiatives, business plans and tenant outreach programs.
- Used Yardi CRM to keep record of financial transactions and rental applications.
- Scheduled maintenance requests for improvements or fixes for residences.
Internet Sales Specialist
San Francisco Toyota
San Francisco, CA
06.2014 - 01.2018
- Followed-up on warm Internet leads and responded to customer questions about vehicle availability, price and options while fielding inquiries from various marketing websites.
- Increased annual sales volume within 1 month by 5% averaging 20 cars sold monthly.
- Managed team of 25 employees, overseeing hiring, training, and professional growth of employees.
- Scheduled sales appointments for new prospects and current lease customers using Dealersocket CRM software system.
- Coordinated monthly sales meetings and trainings to achieve sales goals.
- Conducted territory campaigns with management assistance for new opportunities.
- Managed product information, current sales pricing, and manufacturer promotions.
Receptionist
Ron Tonkin Toyota
Portland, OR
05.2013 - 05.2014
- Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
- Processed payments (cash, checks, and credit card payments) from customers and balanced repair order with ledger.
- Input new vehicle inventory into Dealersocket and w.e.b Suite CRM program
- Assisted in administrative duties for office team, including making phone calls, copies and schedules.
Education
Associate of Arts - Social Psychology
City College of San Francisco
San Francisco, CA 06.2010 - 05.2014
Skills
Problem-solving skills
undefinedAccomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 25 staff members.
Software
Google Workspace
Atlassian
Jira
Yardi
SQL Developer
Zendesk
Calabrio
Dealersocket
Dealerdaily
Cisco Finesse
WebEx
Timeline
Customer Success Advocate
Square-Cash App
09.2019 - Current
Customer Support Representative
Lending Club
10.2018 - 09.2019
Leasing Specilaist
Essex Property Trust
02.2018 - 08.2019
Internet Sales Specialist
San Francisco Toyota
06.2014 - 01.2018
Receptionist
Ron Tonkin Toyota
05.2013 - 05.2014
Associate of Arts - Social Psychology
City College of San Francisco
06.2010 - 05.2014
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