Marilyn Hollis
Dallas,TX
Summary
Personable and deadline-driven Customer Service Representative experienced in working in a fast-paced environment. Solid team player who offers a positive and cooperative attitude.
Knowledgeable about preparing invoices, processing payments and pursuing past-due balances. Well-versed in accurately coding different types of bills for clear recordkeeping and tracking. Team-oriented, dependable and performance-driven.
Overview
16
16
years of professional experience
Work History
Payment Processor
National Life Group
06.2025 - Current
- Processed high-volume payment transactions with accuracy and efficiency.
- Reconciled daily payment batches to ensure financial integrity.
- Implemented process improvements that enhanced payment processing speed.
- Trained new team members on payment processing protocols and systems.
- Collaborated with cross-functional teams to resolve payment discrepancies promptly.
- Led initiatives to streamline workflow, reducing processing times significantly.
- Mentored junior processors, fostering a culture of continuous improvement in operations.
- Managed high-volume payment processing tasks, consistently meeting deadlines without compromising accuracy or quality.
Underwriter Technician
FCCI Insurance
02.2022 - Current
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Documented underwriting decisions, ensuring compliance with applicable regulations through thorough evidence gathering.
- Improved risk assessment accuracy by conducting thorough reviews of loan applications and financial documents.
- Made approval and denial recommendations by determining accurate risk levels.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Cultivated relationships with brokers, increasing volume of quality submissions and enhancing overall underwriting success.
- Developed strong relationships with brokers, leading to a higher volume of quality submissions and successful underwritings.
- Enhanced risk assessment accuracy by conducting comprehensive reviews of loan applications and financial documents.
Mail Room Clerk / Underwriter Service Assistant
State Farm Insurance
01.2014 - 11.2021
- Monitored department performance data to identify and avoid potential risks
- Communicated with floor managers to determine merchandise placement
- Forecasted manpower requirements based on daily workload and company targets
- Reported inventory balances and cycle counts in both the ERP and WMS systems
- Evaluated operational records and adjusted schedules to enhance workflow efficiency
- Organized and moved overstock items to designated storage locations
- Evaluated and reconfigured systems to support customer service and operational goals
- Worked with colleagues to review, accept or deny new and renewal business
- Ensured proper application of agency policies by reviewing, classifying, coding and rating applications
- Leveraged customers' history, industry and demographic information to calculate renewal rates
- Processed received documents by photocopying, documenting, and scanning for record-keeping
- Conducted analysis and assessed risk to mitigate underwriting losses
- Negotiated coverage and policy pricing with customers, agents, or brokers to ensure service alignment
- Evaluated the accuracy and integrity of supplied information.
Technical Service Representative
iQor
07.2010 - 12.2013
- Provided real-time support to everyday users of Android Operating System
- Cultivated positive relationships with customers to enhance satisfaction and loyalty
- Delivered real-time support to users of Android Operating System, ensuring timely issue resolution
- Developed and maintained positive customer relationships
- Documented and escalated critical issues to management for resolution
- Troubleshot hardware issues and worked with service providers to facilitate repairs
- Evaluated customer bug and enhancement requests, prioritizing for effective development planning
- Handled a large volume of phone calls, chat and emails
- Maintained a calm, professional demeanor when faced with high demand, high volume workloads
- Managed high volume of customer communications through phone, chat, and email
- Displayed courtesy and strong interpersonal skills with all customer interactions
- Referred difficult issues to upper management while maintaining positive rapport with customer
- Developed documentation for common processes for both support staff and end-users
- Reviewed support cases for technical and troubleshooting accuracy.
- Evaluated support cases for technical accuracy and resolution effectiveness.
Education
Bachelor's Of Science Degree - Computer Network Systems
ITT Technical Institute
Richardson, TX01-2013
Skills
- Electronic payments
- Payment reconciliation
- High-volume processing
- Transaction processing
- Windows XP/Vista
- Organizational skills
- Strong organizational skills
- Resolution-oriented
- Flexible availability
- Payment processing
- Customer service expert
- Positive demeanor
- Organized
Timeline
Payment Processor
National Life Group
06.2025 - Current
Underwriter Technician
FCCI Insurance
02.2022 - Current
Mail Room Clerk / Underwriter Service Assistant
State Farm Insurance
01.2014 - 11.2021
Technical Service Representative
iQor
07.2010 - 12.2013
Bachelor's Of Science Degree - Computer Network Systems
ITT Technical Institute