Lissette Marquez

Supported United, Hyatt, and Disney co-branded credit card members by handling billing, account, and rewards related inquiries in a high volume call center while efficiently multitasking across multiple systems, meeting performance metrics, and maintaining strict compliance and delivering clear, accurate customer support.

• Delivered high volume inbound customer support as a Card Specialist for United, Hyatt, and Disney co-branded credit cards, maintaining accuracy and professionalism in a fast paced call center environment.
• Consistently met or exceeded performance metrics including average handle time (AHT), downtime/adherence, and transfer rates while resolving complex cardholder inquiries.
• Demonstrated strong time management and multitasking skills by efficiently handling back to back calls without sacrificing service quality or compliance standards.
• Navigated and utilized multiple internal systems and platforms simultaneously to access account details, process transactions, and document interactions in real time.
• Resolved billing, account, rewards, and benefit-related inquiries with a focus on first call resolution and customer satisfaction.
• Maintained strict adherence to security, regulatory, and privacy guidelines while handling sensitive financial and personal information.

Responsible in providing excellent customer service and ensuring that the guests have the best experience. Coordinated with other members of staff to resolve any issues that the guests may be experiencing while on their stay.

• Managed daily room inventory for a 1,058- room resort, coordinating availability, assignments, and room status across 14+ distinct room types.
• Balanced incoming reservations, owner stays, and special requests while optimizing room assignments to maximize occupancy and guest satisfaction.
• Served as the central point of communication between front desk, housekeeping, maintenance, and management to ensure accurate room readiness and smooth arrivals.
• Monitored and adjusted room blocks in real time to accommodate early arrivals, late departures, upgrades, and operational changes.
• Resolved inventory conflicts and guest escalations quickly and professionally in a fast-paced, high-pressure environment.
• Maintained detailed system updates and reports to ensure accuracy, minimize errors, and support daily operational decision-making.

Worked closely analyzing Citibank accounts to detect and deter deceitful actions. Strived to resolve fraud cases including identity theft or unauthorized usage of credit or debit cards. Assisted with refunds, and change of account

numbers.

• Monitored and analyzed customer transactions to identify potentially fraudulent activity while minimizing impact to legitimate cardholder usage.
• Investigated alerts by reviewing account history, transaction patterns, and supporting data to determine risk and take appropriate action.
• Made real time decisions to approve, decline, or restrict transactions in accordance with fraud prevention policies and procedures.
• Communicated with internal teams and customers as needed to verify activity and resolve fraud related cases efficiently.
• Maintained detailed documentation of investigations while adhering to regulatory, security, and compliance standards.
• Worked in a high volume, detail oriented environment requiring strong analytical skills, time management, and accuracy under pressure.

Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals and met demands of busy collections group by performing high volume of daily calls.

• Contacted consumers regarding past due accounts to collect payments while maintaining a professional, respectful, and compliant approach.
• Negotiated payment arrangements and settlements by clearly explaining account details and available resolution options.
• Utilized skip tracing tools and account data to locate and verify correct consumer contact information.
• Maintained strict adherence to FDCPA regulations, call scripting, and compliance standards during all interactions.
• Documented call outcomes, payment commitments, and account updates accurately within collection systems.
• Worked in a high volume, performance driven environment focused on call metrics, recovery goals, and quality assurance.