Marina Flores
Mesa,AZ
Summary
Dynamic Senior Customer Service Representative with a proven track record at Mr. Cooper Mortgage, excelling in complaint resolution and customer support. Adept at leveraging CRM tools to enhance service quality and streamline processes, driving significant improvements in customer satisfaction. Strong communicator with a keen understanding of customer needs and a commitment to quality assurance.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Representative
Mr. Cooper Mortgage
Chandler, AZ
11.2021 - 08.2025
- Addressed customer inquiries and concerns by employing effective communication and problem-solving techniques.
- Facilitated collaboration among team members to optimize customer service processes.
- Facilitated training sessions for new staff on company policies, systems, and best practices to enhance service quality.
- Evaluated customer feedback to uncover trends and propose enhancements in service offerings.
- Oversaw resolution of escalated issues by implementing solutions that adhered to company standards and values.
- Addressed customer service issues by implementing company processes and policies.
- Leveraged CRM tools to enhance tracking and reporting of customer interactions and outcomes.
- Delivered technical support to end-users, ensuring prompt resolution of issues.
- Facilitated troubleshooting of software and hardware issues to optimize user experience.
- Evaluated recurring issues to identify patterns and drive process improvements.
Customer Claims Representative
AllState
Chandler, AZ
04.2020 - 11.2021
- Streamlined customer claims processing to ensure precise documentation and timely resolution.
- Facilitated customer communication to collect essential information for claims processing.
- Evaluated claim submissions to ensure completeness and adherence to company policies.
- Analyzed discrepancies in claims to ensure prompt resolutions.
- Oversaw meticulous record-keeping of claims status and customer interactions within CRM system.
- Utilized analytical skills to identify trends in customer claims data, driving enhancements in internal processes.
- Ensured high accuracy by meticulously reviewing and verifying claim documentation.
- Leveraged industry expertise to identify and mitigate potential issues throughout claim life cycles.
- Streamlined claims resolution processes to enhance customer satisfaction.
- Established and maintained open communication channels among customers, adjusters, and stakeholders involved in the claims process.
- Oversaw complex case management and facilitated interdepartmental collaboration for effective resolution.
Administrative Assistant
Hanson & Stewart
Phoenix, AZ
05.2016 - 01.2020
- Oversaw scheduling and calendar coordination for executives to optimize time management.
- Facilitated report and presentation preparation to enhance clarity and professionalism in communications.
- Optimized office supply inventory processes to enhance resource management efficiency.
- Managed multi-line phone system to efficiently route calls, deliver messages to staff, and greet visitors.
- Ensured confidentiality of sensitive information through strict adherence to privacy policies and implementation of secure filing systems.
- Executed exceptional customer service by providing timely responses to client inquiries and effectively addressing concerns.
- Facilitated resolution of IT issues by coordinating with technical support to minimize downtime.
- Executed comprehensive research for project proposals, ensuring thorough information compilation to enhance bid success.
- Oversaw phone and email correspondence while managing incoming and outgoing mail and faxes.
Customer Service Advocate
Xerox
Tempe, AZ
01.2014 - 04.2016
- Resolved customer inquiries across various channels, ensuring prompt and precise responses.
- Addressed service issues through effective problem-solving techniques to enhance customer satisfaction.
- Facilitated collaboration among team members to optimize processes and enhance service delivery efficiency.
- Leveraged CRM software to monitor customer interactions and ensure accurate record-keeping.
- Oversaw high call volume during peak hours, prioritizing urgent cases with meticulous attention to detail.
- Facilitated resolution of escalated calls, addressing complex customer concerns and ensuring satisfaction.
- Ensured adherence to customer call guidelines for service levels, handling time, and productivity.
- Delivered technical support to end-users, ensuring prompt resolution of issues.
- Streamlined documentation of support processes and solutions to enhance team knowledge base accessibility.
- Implemented ticketing system to efficiently track customer requests and prioritize urgent needs.
Education
High School Diploma -
Pinnacle Education
Tempe, AZSkills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Live chat support
- Problem resolution
- Understanding customer needs
- Issue and complaint resolution
- Computer skills
- Microsoft office
- Remote office availability
- Document and records management
- Product knowledge
- Data entry
Timeline
Senior Customer Service Representative
Mr. Cooper Mortgage
11.2021 - 08.2025
Customer Claims Representative
AllState
04.2020 - 11.2021
Administrative Assistant
Hanson & Stewart
05.2016 - 01.2020
Customer Service Advocate
Xerox
01.2014 - 04.2016
High School Diploma -
Pinnacle Education