Summary
Overview
Work History
Education
Skills
Timeline
BusinessDevelopmentManager

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
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
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
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, FL
05.2017

Skills

Professional telephone demeanor

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

Similar Profiles

CREATE PROFILE
Marissa Leslie