Marcy Michaud
Elmont,NY
Summary
Flexible hard worker ready to learn and contribute to team success.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Newsday Media Group
12.2022 - Current
- Processed and sent invoices, adjustments and credit memos to customers.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Assessed and resolved variances in accounts, databases and bills.
- Reviewed vendor documentation to comply with payment guidelines.
- Answered customer questions, shared product knowledge and researched pricing and availability.
Inbound/Outbound Customer Service Representative
Newtek One
08.2022 - Current
- Called lead lists resulting from various marketing campaigns to achieve sales.
- Refined and demonstrated excellent listening skills, asked probing questions, understood concerns and overcame objections.
- Developed and implemented new and improved outbound calling processes and scripts, resulting in increased sales and caller engagement.
- Seized opportunities to upsell new product offerings to current customers and coached team to upsell.
- Persuaded customers by explaining how products and services meet needs and desires.
- Prequalified borrowers based on credit criteria and offered debt counseling and financial education to clients and potential clients to help attain loan qualification.
- Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
- Interviewed business owners to identify needs and evaluate eligibility for commercial loans.
- Informed business owners of loan application requirements and deadlines.
- Helped business owners make decisions about loans and lines of credit based on availability, terms and benefits.
- Stayed abreast of lending regulations, industry trends and market rates.
- Interviewed loan applicants to obtain personal and financial data and assist in completing applications.
- Identified opportunities for new and improved products, services and processes to enable highest levels of customer service, loan production, quality and competitiveness.
NYS Contact Tracer (COVID-19)
Staffing Solutions Organization, LLC
12.2020 - 02.2022
- Received processed and tracked patient documentation with speed and accuracy.
- Improved operations by working with team members to find workable solutions.
- Followed set protocol for contacting assigned newly diagnosed COVID-19 case patients and documented all contact attempts and timeframes.
- Leveraged scripted template to guide interview process, ask required questions, and conduct interactions with professionalism and empathy.
- Explained the importance of contact tracing to prevent disease transmission and keep communities healthy.
- Exceeded satisfaction by finding creative solutions to problems.
Member Service Representative
NYU Langone Winthrop Hospital Federal Credit Union
10.2018 - 12.2020
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Communicated clear expectations and goals to each team member.
- Answered average of 50 calls per day, addressing customer inquiries, solving problems and providing new product information.
- Made decisions and recommendations about extending lines of credit.
- Generated and mailed updated statements.
- Demonstrated dedication to continuously improving sales abilities and product knowledge.
- Handled and processed cash and credit card transactions.
Personal Banker/Customer Service Rep
TD BANK
08.2015 - 09.2018
- Opened new customer accounts, including checking, savings and lines of credit.
- Processed sales referrals and promoted bank services and products.
- Established new customer accounts including checking, savings, lines of credit and loans.
- Assembled in-store marketing displays.
- Processed cash withdrawals and researched and resolved customer issues on personal savings, checking and lines of credit accounts.
- Delivered prompt, accurate and excellent customer service.
Education
BACHELOR OF ARTS - BUSINESS COMMUNICATION
Baruch College
New York, NY2015
ASSOCIATE OF ARTS - MEDIA COMMUNICATION
Nassau Community College
Garden City, NY2013
Skills
- Organized and detail-oriented
- Microsoft Office proficiency
- Training skills
- Problem resolution
- Time management
- Communication
- Multitasking
Contact
Elmont, NY 11003
Timeline
Customer Service Representative
Newsday Media Group
12.2022 - Current
Inbound/Outbound Customer Service Representative
Newtek One
08.2022 - Current
NYS Contact Tracer (COVID-19)
Staffing Solutions Organization, LLC
12.2020 - 02.2022
Member Service Representative
NYU Langone Winthrop Hospital Federal Credit Union
10.2018 - 12.2020
Personal Banker/Customer Service Rep
TD BANK
08.2015 - 09.2018
BACHELOR OF ARTS - BUSINESS COMMUNICATION
Baruch College
ASSOCIATE OF ARTS - MEDIA COMMUNICATION
Nassau Community College
Similar Profiles
Kim DemanuelKim Demanuel
EPR Journeyman at Newsday Media GroupEPR Journeyman at Newsday Media Group
Suzie SegalSuzie Segal
EXECUTIVE PRODUCER at Media Companies Include: Pilgrim Media Group, Lionsgate Films, Mike Mathis Productions, Style Network, E! Network, IMG Media, Harpo Productions, Shed MediaEXECUTIVE PRODUCER at Media Companies Include: Pilgrim Media Group, Lionsgate Films, Mike Mathis Productions, Style Network, E! Network, IMG Media, Harpo Productions, Shed Media
SCOTT MILNERSCOTT MILNER
Operations & Logistics Manager at Bauer Media Group/a360Media/McClatchy MediaOperations & Logistics Manager at Bauer Media Group/a360Media/McClatchy Media
Sanchit KumarSanchit Kumar
Sales Associate at Zara USASales Associate at Zara USA
Gavaughn DyerGavaughn Dyer
Epic TDR Team Lead at Custom Computer SpecialistsEpic TDR Team Lead at Custom Computer Specialists