Marva Johnson
Detroit,Michigan
Summary
An enthusiastic professional seeking a position as an analyst. With the abilities to work in a production-like and fast paced environment. The top priority is to contribute and exceed corporate goals. The skills obtained in the last 10 plus years has allowed the advancing of knowledge that one would need to be a dedicated professional. With demonstrated strengths in customer service, time management and complex problem solving. Strong computer based technical skills along with troubleshooting and creating successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
11
11
years of professional experience
Work History
Retirement Plan Services Associate
Raymond James Associates
01.2023 - Current
- Answers and responds to 30 to 50 phone calls and email inquiries regarding issues with retirement plans
- Provides client driven solutions per IRS requirements
- Process financial transactions accurately
- Reviews client requests for corrections to determine proper course of action
- Maintains knowledge of retirement plan rules and regulations by using internal and external resources and continuous training.
- Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
Senior Refinance Escrow Closer
Amrock, LLC
01.2015 - 12.2022
- Schedule notary appointment with consumers
- Receive estimated loan figures from lender and combine title charges with lender fees for complete and Final breakdown of costs
- Process approximately 20-30 Closing Disclosure per day to meet business service level agreement
- Prepared accurate settlement statements reflecting financial details of each transaction for final approval by all parties involved
- Upload Final Notary package to for refinance signing.
- Improved processing turnaround times by 30%, allowing clients to complete closings in less time.
- Streamlined escrow closing processes by implementing efficient document management and communication strategies.
- Developed strong relationships with clients and real estate professionals through exceptional customer service and prompt communication.
Collections Representative
Associated Community Services
01.2013 - 01.2014
- Handle 100 to 150 in-bound and out-bound sales calls
- Create positive rapport with clients while maintaining confidentiality
- Collect donations to charities via debit or credit card transactions.
- Increased call productivity by 20% within 4 months by sticking to scripts that provide details on multiple charities
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
- Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
- Handled highly sensitive information responsibly while maintaining strict confidentiality standards.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
Education
Associate of Applied Science - Information Technology And Networking
DeVry University
Naperville, IL07.2024
Associates Degree - General Studies
Wayne County Community College
Detroit, MI06.2014
Skills
- Microsoft Outlook, Microsoft Excel, Microsoft Word
- Strong analytical skills
- Detail oriented
- Able to work collectively or individually
- Adaptable to changes
- Qualitative and quantitative research
- Ability to navigate to different websites and applications
- Able to prioritize work and manage projects for goal completion
- Quality Improvement
- Employee Evaluation
- Documentation And Reporting
- Cash Handling
- Technical Support
- Service Level Agreements
Timeline
Retirement Plan Services Associate
Raymond James Associates
01.2023 - Current
Senior Refinance Escrow Closer
Amrock, LLC
01.2015 - 12.2022
Collections Representative
Associated Community Services
01.2013 - 01.2014
Associate of Applied Science - Information Technology And Networking
DeVry University
Associates Degree - General Studies
Wayne County Community College
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