Marilyn Dayton
Logan,Utah
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Detail-oriented team player with strong organizational skills. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment, successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues, motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator, and problem solver, working effectively and productively with diverse customers and individual needs. Highly motivated employee with desire to take on new challenges. Strong worth ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Detail-oriented Account Manager with many years of comprehensive experience managing employer-client relationships and developing new business deals. Focused on managing accounts systematically to maximize sales. Dedicated professional successful at introducing new products and expanding network connections.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Account Manager
Briteside Solutions
San Francisco, CA
11.2023 - Current
- Reviewed and validated documents for accuracy and completeness.
- Ensured that all validations were completed within established timelines.
- Worked on 300-500 client accounts with constant contact monthly.
- Trained new account managers.
- Managed credit scores.
- Acted as a financial manager and accountant, assisting in creating budgets and savings plans.
- Negotiated contracts with clients to maximize profitability.
- Provided product training and support to clients, enhancing their understanding and utilization of the company's offerings.
- Resolved customer complaints in a timely manner.
- Maintained accurate records of all customer interactions in the CRM system.
- Ensured compliance with industry regulations when dealing with clients.
- Acted as main point of contact in matters relating to client concerns and needs.
- De-escalated customer interactions by providing alternative solutions to issues.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Utilized CRM tools to track client interactions, sales opportunities, and account history.
Customer Development Associate/ Virtual Banker
LendingClub
04.2022 - 01.2023
- As a customer development associate, I worked as a loan officer in the customer development department
- I was responsible for taking inbound call’s to assist potential new members with their loan applications
- I was also responsible for educating our potential new members in all aspects of our loans including educating them on all fees, Annual percentage rates, origination costs, monthly terms available, daily accrued interest, and different types of loans available
- I was responsible for maintaining high performance expectations and adherence
- My monthly loan issuance/listing amount was between $600,000 to $1,000,000 every month, I also maintained a schedule adherence of 85% or higher each month, as well as maintaining positive survey scores from our members every month
- As a Virtual Bank Associate, I was responsible for managing high yield saving and checking accounts as well as, opening and closing new accounts, assisting with bank account applications, escalating disputes on different types of accounts, taking and escalating wires and wire transfers, handling adding joint owners and beneficiaries to accounts
- My biggest role as a Virtual banking Associate for Lending Club was ensuring that each and every member/customer has an excellent experience with us while maintaining professional conduct
- Unfortunately, I was released from my duties due to a 300-person mass lay off in January of 2023
QA Manager/Team Leader
Adecco
01.2020 - 03.2022
- As a QA (quality assurance) Manager and Team leader I had a multitude of responsibility's
- As a QA manager it was my responsibility to grade all team members work, including all their calls and reports
- And maintaining a high quality standard
- This includes monitoring and managing, Schedule adherence, inbound and outbound call quality, survey grading, performance evaluations and of course customer satisfaction reports
- As a Team Leader my responsibility was to monitor and manage all 25 of my associates
- I was responsible for assigning new trainings as needed, managing their schedules, adherence and metrics
- I hosted weekly 1x1's to go over their performance
- I also managed the hiring and firing for my team as well as all the onboarding for new recruits
- Performed testing to assess product effectiveness, alignment with designed purpose and adaptations for other purposes
Caregiver
Visiting Angels
Layton, USA
05.2018 - 01.2020
- As a Traveling CNA/Caregiver I would use my personal vehicle to travel to patients’ homes across Davis and Weber County
- It was my responsibility to serve over a hundred different clients offering different type of assistance including, Oral and Hygienic care, Transportation, Shopping assistance, Medication Assistance, Memory Care, End of Life Care, Companionship, Physical and Mental health assistance
- Usually I worked 10- 12 hours a day in between multiple clients, I worked all hours and shift types as well including, Overnights, Graveyards, Mornings, and Mid days, abided by all HIPA laws and maintained consistent state training and certificates
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs
- Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information
- Guided patients to restroom to support bladder and bowel relief requirements
- Identified needs and coordinated plans for travel and out-of-town functions
Education
Associate of Science - Medical Science
Salt Lake City Community College
Salt Lake City02.2023
High School Diploma -
Layton High School
Layton, UT12.2018
Skills
- Customer Service
- Fast Learner
- CRM software
- Complaint Resolution
- Customer Correspondence
- MS Office Applications
- Written and Verbal Communication
- Call Management
- Credit Card Processing
- Problem-Solving
- Interpersonal Communication
- Team Member Training
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Administrative Support
- Account Management
- Customer Data Confidentiality
- Transaction Processing
- Responding to Difficult Customers
- Data Entry
- POS Systems and Ordering Platforms
- Order and Refund Processing
- Call Documentation
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Upbeat and Positive Personality
- Creative Problem Solving
- Understanding Customer Needs
- Verbal and Written Communication
- Medical Terminology Knowledge
- Respiratory Equipment Training
- Documentation Procedures Expert
- Monitoring Fluids
- Check-In and Check-Out Procedures
- Team Leadership
- Payment Transactions
- Multitasking and Organization
- Data Entry and Maintenance
- 80 wpm Typing Speed
- De-escalation Techniques
- Customer Retention Strategies
- Upselling Products and Services
- Competitive Research
- Customer Needs Assessments
- Customer Presentations
- Customer training
- Account development
Certification
- Certified in Hospitality and Tourism
- Certified in Childcare
- CPR Certified
- Certified in MS Office
- Certified Life Coach
- Food Handlers License
Timeline
Account Manager
Briteside Solutions
11.2023 - Current
Customer Development Associate/ Virtual Banker
LendingClub
04.2022 - 01.2023
QA Manager/Team Leader
Adecco
01.2020 - 03.2022
Caregiver
Visiting Angels
05.2018 - 01.2020
- Certified in Hospitality and Tourism
- Certified in Childcare
- CPR Certified
- Certified in MS Office
- Certified Life Coach
- Food Handlers License
Associate of Science - Medical Science
Salt Lake City Community College
High School Diploma -
Layton High School
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