Marisol Echevarria
East Stroudsburg,PA
Summary
Bilingual Customer Service Representative with a proven track record in delivering exceptional support and effectively resolving customer inquiries. Strong communication and problem-solving skills have led to improved customer satisfaction and loyalty. Committed to enhancing team performance through knowledge sharing and best practices in customer service operations. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships
Overview
13
13
years of professional experience
Work History
Bilingual Customer Support Specialist
Flagstar Bank
Troy, MI
01.2023 - 08.2024
- Handled support calls to identify and resolve customer needs, complaints, or issues.
- Managed and monitored precise data within CRM systems.
- Facilitated call escalation and de-escalation to resolve issues.
- Handled phone payments and addressed queries related to insurance, taxes, and escrow account disbursements.
- Engaged with customers, investors, and third-party authorizations to ensure compliance.
Bilingual Customer Service Specialist
Nations Lending Corporation
Independence, OH
05.2021 - 11.2022
- Provided exceptional support by effectively resolving customer problems and requests.
- Handled escalated calls from team members requiring additional assistance or guidance.
- Investigated customer complaints to identify root causes.
- Tracked customer requests, issues, and resolutions in CRM.
- Used active listening techniques to validate caller details and defuse tension.
- Facilitated team growth through knowledge sharing.
- Assisted customers in English and Spanish with inquiries and requests, providing accurate information.
- Achieved and sustained superior customer support metrics through adherence to protocols.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Addressed customer inquiries, needs, and issues promptly.
- Translated customer and internal documents to facilitate actions and resolutions.
Contact Tracer
Pennsylvania Department of Health
East Stroudsburg, PA
02.2020 - 02.2021
- Monitored progress of contacts throughout the course of their quarantine and isolation period
- Conducted telephone interviews with individuals who tested positive for COVID-19 and collected information about their close contacts.
- Tracked and documented all contact attempts and corresponding timeframes.
- Employed a scripted guide to streamline interviews, ensuring essential queries were posed and interactions remained empathetic.
- Identified appropriate resources for individuals who have been exposed or infected with COVID-19.
Bilingual Customer Service Representative
MANA PRODUCTS
Long Island City, N.Y
09.2011 - 08.2018
- Collaborated to identify business challenges and shape solutions, ensuring customer satisfaction.
- Checked and validated invoice data for the billing team.
- Documented complaint details for QA reporting.
- Filed and updated new requirement forms for international shipments.
- Refining and upgrading records within the billing database.
- Provided translation assistance for customers with limited English proficiency.
- Handled issues in a timely manner with successful resolutions.
- Ensure credits and report damages through effective communication with relevant departments.
- Complying with and keeping informed of the FDA ensured compliance, shipping with FDA regulations.
- Monitored customer credits issued due to complaints, ensuring adherence to company policy.
- Processed claims to carriers for lost, stolen, and damaged shipments.
Education
Associate of Science - Medical Assistant
Sanford -Brown Institute, Sanford Brown Institute
New York, NY05-2007
Diploma -
Dr Alfredo Aguayo High School
Skills
- Skilled in Microsoft Office 365
- Patient Vital Sign Recording
- Support for Physical Examinations
- Experienced with PowerPoint Presentations
- AE1 Proficiency
- Salesforce
- Patient scheduling
- Claims Administration
- Foundational Pharmacology Knowledge
- Anatomy and Physiology
- Time management
- Clinical Terminology Proficiency
- Inventory
- Experience with RingCentral and Encompass
- Yvanti ticket systems
- Teams and Zoom applications I
- Problem-solving, SLA
- Data Entry Proficiency in CRM Software
- Remote support tools
- SLA compliance
- Conflict resolution
- Call center experience
- Quality Assurance
- HIPAA guidelines
- CTI phone system
- Black Night Portal
- Jabber, Zoom, Teams
- Service ticket management
Languages
- Bilingual- Spanish English,
Timeline
Bilingual Customer Support Specialist
Flagstar Bank
01.2023 - 08.2024
Bilingual Customer Service Specialist
Nations Lending Corporation
05.2021 - 11.2022
Contact Tracer
Pennsylvania Department of Health
02.2020 - 02.2021
Bilingual Customer Service Representative
MANA PRODUCTS
09.2011 - 08.2018
Associate of Science - Medical Assistant
Sanford -Brown Institute, Sanford Brown Institute
Diploma -
Dr Alfredo Aguayo High School
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