Summary
Overview
Work History
Education
Skills
Languages
Timeline
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John A Marroquin

Los Angeles,CA

Summary

Profile A Call Center Representative with 8 years of professional experience providing quality customer service within the financial industry. Adept at handling a high volume of calls on a daily basis and recording customer information quickly and accurately.

Overview

20
20
years of professional experience

Work History

Customer Service Phone Representative

Partners in Care Foundation
San Fernando, CA
03.2024 - 10.2025
  • Developed positive relationships with clients through friendly communication.
  • Educated customers on product features and benefits ensuring understanding of services offered by company.
  • Identified, researched and resolved customer issues using the computer system.
  • Participated in team meetings discussing best practices for handling difficult calls.
  • Utilized computer technology to handle high call volumes.

Account Executive

Athas Capital Group
02.2022 - 01.2023
  • Provide a high level of customer service to internal and external customers
  • Maintain and develop mutually beneficial broker and banker relationships
  • Meet individual & team monthly sales goals
  • Perform review of loans originated by third parties for general guidelines and identify outstanding items or questions that could cause closing delays
  • Build sustainable relationships and engage customers by taking the extra mile
  • Maintain daily workflow prioritization, and communicate accordingly, to ensure all urgent matters are dealt with.

Lead Generator

Smart Choice Realty & Mortgage Finance
08.2020 - 01.2021
  • Manage large amounts of inbound and outbound calls in a timely manner
  • Follow communication “scripts” when handling different topics
  • Provide every client the best service in the industry
  • Market and solicit residential loan business, ensuring all phases of the loan process are performed in accordance with company and regulatory guidelines
  • Advise and educate clients on the home-buying or refinancing process and how to better manage their mortgages
  • Assists clients with completion of the mortgage application, inspecting completed documents for accuracy and thoroughness, and gathers and reviews financial credit documentation for pre-qualification for mortgage financing.

Manager/Production

Howling Juice
01.2017 - 04.2020
  • Manage day-to-day operations of the juice bar/cafe
  • Maintain updated records of daily, weekly and monthly revenues and expenses
  • Hire and onboard new wait staff and baristas
  • Train employees on drinks preparation and proper use of juice and coffee equipment
  • Coordinate with vendors and order supplies, as needed (like takeaway cups, coffee, milk and other food ingredients)
  • Advise staff on the best ways to resolve issues with clients and deliver excellent customer service
  • Ensure all cafe areas are clean and tidy
  • Nurture friendly relationships with customers to increase loyalty and boost our reputation

Manager

Green Hands Cleaning
01.2010 - 12.2017
  • Ensure that standards are maintained at a superior level on a daily basis
  • Present accurate bills to the Executive Housekeeper for approval
  • Answer and log incoming phone calls and do the proper follow up
  • Log all maintenance issues and follow up on completion
  • Coordinate daily assignments for housekeeping line staff
  • Inventory, issue and control use of amenities, cleaning supplies and other housekeeping supplies
  • Recommend hiring, developing, counseling, motivating and disciplining staff
  • Supervise, direct, coordinate, influence and persuade staff in order to maintain service standards

Loan Officer

Federal Citi Mortgage Banc
08.2005 - 09.2009
  • Building relationships with new and existing clients
  • Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
  • Seize opportunities to upsell products when they arise
  • Taking applications and analyzing credit to make sound lending decisions
  • Processing loans and disbursing funds
  • Maintaining comprehensive knowledge of loans and applicable regulations.

Education

Premier Schools Real Estate License American School of Mortgage Loan Originator Certification, Processor Certification, Underwriter Certification -

Skills

  • Proficient in Various CRM programs, MS Office,
  • Customer Service Call Center Operations, Communication, Client Relations, Data Entry

Languages

  • Fluent in Spanish: reading, writing, and speaking.

    • Timeline

    Customer Service Phone Representative

    Partners in Care Foundation
    03.2024 - 10.2025

    Account Executive

    Athas Capital Group
    02.2022 - 01.2023

    Lead Generator

    Smart Choice Realty & Mortgage Finance
    08.2020 - 01.2021

    Manager/Production

    Howling Juice
    01.2017 - 04.2020

    Manager

    Green Hands Cleaning
    01.2010 - 12.2017

    Loan Officer

    Federal Citi Mortgage Banc
    08.2005 - 09.2009

    Premier Schools Real Estate License American School of Mortgage Loan Originator Certification, Processor Certification, Underwriter Certification -

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