Marissa Leslie
Jacksonville,Fl
Summary
Dynamic Customer Service Representative with a proven track record at MOHELA for enhancing customer satisfaction and minimizing default rates through expert account management and complaint resolution. Excelled in high-stress situations, consistently exceeding performance metrics. Skilled in Microsoft Office and adept at handling both inbound and outbound calls, demonstrating top-notch professional telephone demeanor and creative problem-solving abilities.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
MOHELA
Jacksonville, FL
02.2024 - Current
- Managed a portfolio of loans, ensuring timely repayments and minimizing default rates.
- Communicated regularly with borrowers regarding their repayment plans, promoting responsible financial behavior among customers.
- Improved customer satisfaction ratings by resolving loan-related inquiries promptly and efficiently.
- Maintained compliance with all state and federal regulations governing the lending process, minimizing legal exposure for the organization.
- Demonstrated a strong understanding of loan products, terms, and eligibility requirements to enhance the overall customer experience.
- Conducted regular audits of internal processes to identify areas for improvement within the loan servicing department.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Affirmed loan document accuracy to protect lenders from potential fraud.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Tracked customer service cases and updated service software with customer information.
Customer Service Representative
GC Services
Jacksonville, FL
01.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Representative
Concentrix
Jacksonville, FL
10.2019 - 11.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Assisted customers with Part A and D of their Medicare plan, going over benefits of the healthcare plan their currently on
- Enrolled customers in Humana to help them afford their daily medications, and reach daily enrollment metrics
- Assisted customers with refill prescriptions, override and claims through the pharmacy as well
Education
Diploma -
Terry Parker Sr High School
Jacksonville, FL05.2017
Skills
Professional telephone demeanor
Complaint resolution
Creative problem solving
Medical terminology knowledge - Medicare Part A and D
Technical Support
Account management
Microsoft word, Excel, Microsoft Outlook
Inbound and Outbound Calls
Typing - 30WPM
Timeline
Customer Service Representative
MOHELA
02.2024 - Current
Customer Service Representative
GC Services
01.2021 - Current
Customer Service Representative
Concentrix
10.2019 - 11.2021
Diploma -
Terry Parker Sr High School