Summary
Overview
Work History
Education
Skills
Timeline
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MARCELLA HORNE

Morrison,CO

Summary

Customer-focused professional with extensive experience in ensuring client satisfaction and fostering strong relationships. Known for reliability, adaptability, and collaborative approach to achieving team goals. Proficient in communication and issue resolution, consistently aligning customer needs with company solutions.

Overview

22
22
years of professional experience

Work History

Customer Success Representative

Colorado PERA
01.2024 - Current
  • Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
  • Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.
  • Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.

Customer Success Representative / Dispatcher

Mark VII Equipment LLC
02.2022 - 08.2023
  • Excellent time management and communication skills
  • Great conflict resolution
  • Coordinating technicians based off of location and priority of service calls
  • Interfacing with clients to determine their requests
  • Quoting repairs based off of technician diagnostics
  • Creating work orders via SAP and dispatching technicians via Mobile X
  • Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.
  • Cultivated customer advocacy by identifying potential case studies, testimonials, and referrals, resulting in increased brand awareness and credibility.

Processor Monetary Control

Empower Retirement
08.2021 - 02.2022
  • Supported team members in their tasks, contributing to overall team success.
  • Increased productivity by effectively managing workload and prioritizing tasks.
  • Maintained accurate records and ensured timely completion of all necessary paperwork.
  • Enhanced team collaboration, sharing best practices for efficient processing techniques.

Office Manager

Arner and Associates
11.2020 - 08.2021
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.

Investment Processing Associate

Pensco Trust Company
08.2019 - 11.2020
  • Collect, review, analyze and interpret real estate, loan, court documents and private debt instruments to ensure compliance and feasibility
  • Process investment payoffs and sales transactions
  • Consult with mortgage brokers, loan servicers, escrow officers, attorneys, clients and financial advisors to accurately complete investment transactions
  • Quality check peers work
  • Research and follow up on old items and resolve any issues
  • Explain differences to title companies of investing through the self-directed IRA
  • Follow up on outstanding matters to make sure transactions were completed

Senior Processing Associate / Quality Liaison

Oppenheimer Funds
12.2002 - 06.2019
  • Delivered an exceptional level of service to each customer by addressing concerns and providing resolution to any questions
  • Executed daily reports in regard to financial transactions, daily balances, and any discrepancies with client account information
  • Identified and recommended changes to existing processes to improve the accuracy, efficiency and responsiveness of the current processing procedures
  • Responded to inquiries and researched and resolved problems related to transactions handled by the department
  • Support Liaison for the Transfer Agency's processing department as well as the training and education center
  • Served as a peer coach by assisting others in accurately performing their functions
  • Self-disciplined telecommunication participant as well as advocate, with experience in utilization of VDI/VPN (remote workforce)
  • Provided operational support to Brokers and Third Party Administrators

Education

Associate Degree - Accounting

Red Rocks Community College
Denver, CO

Skills

  • Microsoft Office Suite
  • Document Direct
  • Purchase Balancing System
  • Transaction Auditor System
  • Skype for Business
  • Highly proficient in SAP
  • Efficient in Mobile X
  • Proficient in Service Titan

Timeline

Customer Success Representative

Colorado PERA
01.2024 - Current

Customer Success Representative / Dispatcher

Mark VII Equipment LLC
02.2022 - 08.2023

Processor Monetary Control

Empower Retirement
08.2021 - 02.2022

Office Manager

Arner and Associates
11.2020 - 08.2021

Investment Processing Associate

Pensco Trust Company
08.2019 - 11.2020

Senior Processing Associate / Quality Liaison

Oppenheimer Funds
12.2002 - 06.2019

Associate Degree - Accounting

Red Rocks Community College

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MARCELLA HORNE