MARIONNE DANTZLER
Chula Vista,CA
Summary
Driven and personable Customer Solutions Specialist with over 6 years of experience interfacing with clients. Dedicated and outside-the-box strategic thinker with expertise in customer relationship management, conflict resolution, time management, document control and leadership. Knowledgeable and dedicated customer service professional with extensive experience in Retail and Credit industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Customer Care Coordinator
LexisNexis Risk Solutions
11.2020 - Current
- Assisted over 100 call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
- Managed account data and verified information with clients, past creditors and other involved parties.
- Maintained accurate credit files and collection notes for customers.
- Reviewed and processed credit applications for new customers.
Customer Care Representative
Verizon Connect
San Diego, CA
03.2018 - 11.2020
- De-escalated customer issues with proven conflict mediation and problem-solving abilities
- Supervised and motivated customer service teams to maximize business performance
- Interacted with over 100 customers per shift to provide and process information in response to inquiries, concerns and requests about services and products
- Delivered customer support to over 75 callers each day
- Enhanced client retention by driving product benefits and features and preferred supplier information delivery around client needs
- Maintained 100% satisfaction score by consistently resolving 90% of first-call issues
- Coordinated logistics and verified equipment shipment pricing and availability
- Assisted customers with completing quick and efficient sales transactions
- Consulted with customers regarding Verizon Connect products to address and resolve concerns
- Reviewed customer data to assess current issues and determine potential solutions
- Responded to customer needs through competent customer service and prompt problem-solving.
Enrollment Services Advisor II
Bridgepoint Education
San Diego, United States
02.2016 - 03.2018
- Schedule and conduct enrollment services interviews
- Processes enrollment verification's and requests
- Maximize opportunities with potential students with outbound telephone calls with the intent to qualify prospective students regarding the enrollment services process and program offerings consistent with the
- University's academic catalogs
- Provides comprehensive customer service to ensure prospective students and enrolled students are equipped to be successful in their academic programs
- Identify and address concerns of prospective students
- Meet the needs of diverse student population in order to ensure an overall positive back-to-school experience
- Follow up with current students through their completion of their degree course to ensure student support and success
- Develop strategy for successful student progression
- Develop a student’s network in order to generate recommendations to the university (friends, family, etc.)
- An Ability to handle sensitive issues, provide counseling, and maintain confidentiality and deescalate situations
- Knowledge of the Federal Educational Rights and Privacy Act (FERPA)
Sales Associate
Best Buy
Chula Vista, United States
10.2015 - 01.2017
- Implement assigned responsibilities from store leadership in outlet area to engage customers using selling skills to build complete, connected solutions while maintaining a balance of high service
- Ensure inventory and merchandising standards are maintained in outlet store area
- Demonstrate excellence in execution of selling skills and strategy
- Support sales strategies in partnership with the Sales Manager to achieve operating results, growth objectives, and overall financial performance goals
- Sells home theater, appliances, video games, mobile and connected devices.
Sales Associate
Goodwill Industries of San Diego County
San Diego, CA
03.2015 - 12.2015
- Provides excellent customer service to customers/donors
- Accurately rings purchase and follows all cash handling policies and procedures
- Assists different areas of the store, such as processing and receiving donations
- Safeguards company property, including donated goods
- Places merchandise on display
- Maintains the sales floor to be safe, clean, and organized.
Sales Associate
Sears Outlet
San Diego, CA
07.2012 - 03.2015
- Maintain current knowledge of merchandise lines; product features, benefits and availability; Sears
- Advantages, such as the price match and price protection policies; and, if applicable, delivery, installation and/or service options to respond to customer needs
- Optimize credit, gift card, Shop Your Way Rewards and other opportunities such as Protection
- Agreements, Sears Purchase Protect, delivery, and installation
- Performing tasks such as counting money, separating charge slips, coupons, vouchers, and drawers
- Consistently hit and exceeded sales goals.
Office administrator
Harlem Insurance
Chula Vista, CA
01.2010 - 01.2013
- Kept reception area clean and organized to offer positive first impression to every visitor
- Met incoming customers with professional approach while providing friendly and knowledgeable assistance
- Directed clients to appropriate personnel to address concerns, resolve complaints or answer account- related questions
- Operate telephone to answer, screen, forward calls, providing information, taking messages, and scheduling appointments
- Perform administrative support tasks, such collecting pay records, invoices, balance sheets, courier deliverers and all data entry
- Organized company files and creating support system to decrease workload and increase productivity of account managers
- Cashing and depositing, money order and process credit card payments
- Schedule appointments and maintain and update appointment calendars
- Developed and maintained long-term relationships with policyholders and small business entities
- Researched and customized service proposals for clients
Education
GED -
Charter School Of San Diego
San Diego, CA06.2011
Associate of Arts - Economics
Southwestern College
Bachelor of Science - Information Technology
Ashford University
San Diego, CASkills
- Issue and Complaint Resolution
- Networking skills
- Client development
- Customer service
- Conflict resolution
- Microsoft Office expertise
- Call center experience
- Managing Operations and Efficiency
Timeline
Customer Care Coordinator
LexisNexis Risk Solutions
11.2020 - Current
Customer Care Representative
Verizon Connect
03.2018 - 11.2020
Enrollment Services Advisor II
Bridgepoint Education
02.2016 - 03.2018
Sales Associate
Best Buy
10.2015 - 01.2017
Sales Associate
Goodwill Industries of San Diego County
03.2015 - 12.2015
Sales Associate
Sears Outlet
07.2012 - 03.2015
Office administrator
Harlem Insurance
01.2010 - 01.2013
GED -
Charter School Of San Diego
Associate of Arts - Economics
Southwestern College
Bachelor of Science - Information Technology
Ashford University