Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Marissa Milan

Santa Ana,CA

Summary

Dynamic Client Service Lead with a proven track record at Appraiser X Suite, excelling in escalation management and strategic communication. Expert in compliance and performance monitoring, I enhance client relationships and drive process improvements, ensuring high-quality service delivery and satisfaction. Committed to mentorship and fostering team efficiency in fast-paced environments.

Overview

9
9
years of professional experience

Work History

Client Service Lead

Appraiser X Suite (AXS)
01.2024 - Current
  • Lead communications with appraisers, AMCs, and third-party reviewers to ensure accurate and timely appraisal delivery.
  • Develop training manuals, workflow procedures, and compliance guidelines aligned with AIR and USPAP regulations.
  • Oversee escalations from clients and vendors, coordinating resolution efforts across multiple teams.
  • Monitor service levels and vendor performance to ensure consistent delivery of high-quality service.
  • Provide mentorship to staff, ensuring adherence to service standards and client expectations.

Customer Support Analyst

ARIVE
01.2024 - 12.2024
  • Handled customer inquiries via phone, email, and chat, ensuring accurate and timely resolution.
  • Diagnosed and resolved technical and service issues, escalating as necessary to maintain client satisfaction.
  • Maintained in-depth knowledge of platform features (POS, DO/LP, AUS) to deliver informed support.
  • Tracked performance metrics through Zendesk/Jira dashboards, ensuring SLA compliance.

Order Engagement Specialist

Accurity Valuation
01.2022 - 12.2023
  • Served as primary contact for client questions regarding orders, ensuring consistent communication and resolution.
  • Identified opportunities to strengthen client relationships through proactive support and follow-up.
  • Delivered aftercare support that improved client loyalty and satisfaction.

Senior Appraisal Coordinator

Better Mortgage
01.2019 - 12.2022
  • Acted as Subject Matter Expert for escalated partner and client issues, ensuring timely resolutions.
  • Built strong relationships with appraisers in underserved markets, improving fulfillment and vendor engagement.
  • Streamlined workflows to reduce escalation resolution time and improve team efficiency.
  • Monitored vendor performance and provided feedback to strengthen service delivery.

Client Relations Specialist

Trimavin
01.2017 - 12.2019
  • Resolved client complaints with a high focus on service quality and relationship retention.
  • Managed high-volume calls and emails with accuracy and professionalism.
  • Delivered expert product and service recommendations, contributing to higher client satisfaction.
  • Trained new representatives on company policies and customer service standards.

Education

Diploma -

Valley High School
Santa Ana, CA
01.2004

Skills

  • Escalation Management & Resolution Strategy
  • Client & Vendor Relationship Management
  • Performance Monitoring (SLAs, KPIs, Turn Times)
  • Compliance (AIR, USPAP, Lending Regulations)
  • Training, Mentorship & Process Improvement
  • Strategic Communication & Client Advisory
  • Data Analysis & Reporting Presentations
  • Workflow Development & Quality Assurance

Languages

Spanish
Professional

Timeline

Client Service Lead

Appraiser X Suite (AXS)
01.2024 - Current

Customer Support Analyst

ARIVE
01.2024 - 12.2024

Order Engagement Specialist

Accurity Valuation
01.2022 - 12.2023

Senior Appraisal Coordinator

Better Mortgage
01.2019 - 12.2022

Client Relations Specialist

Trimavin
01.2017 - 12.2019

Diploma -

Valley High School

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