Call Center Customer Service

Professional Profile

MARILYN M. MEDINA

*** ******* **** **** - # ****

Lawrenceville, GA 30046

Email: ad8gwl@r.postjobfree.com

Contact: 909-***-****

A proven record of success in business support. Creative problem solver, with the ability to drive project growth and exceed program goals. Proficient in Microsoft office suite applications. Acquired aptitude to create and manage databases.

Experienced in credit card payments & billing. CRM Proficient.

Accounts payable/receivable capability in the workplace.

Proficient in: Google Docs, Zoom, Skype, Cisco, SAP, & Salesforce.

Marketing - ability to recognize and capitalize on educational trends and assume bottom-line responsibility for strategic planning, market research and forecasting. Broad knowledge of marketing disciplines including research, event planning and advertising.

Team Building - Decisive team leader with extensive experience recruiting volunteers and hiring teams, developing talent, and creating effective training programs.

Communication - Persuasive communicator with well-developed presentation and negotiation skills. Able to develop productive relationships with staff, students, and managers at all levels.

Work Experience — Contracts

CAPITAL ONE BANK N. A.

January 2023 — May 2024

Customer Service Agent

Inbound: Answered incoming calls from customers, inquiries, and questions, handled complaints, and provided information. Processed credit card payments, and Billing both by telephone and email. Proven ability to multitask and to navigate between multiple screens and systems to research and answer questions. Salesforce was used for processing daily reports and submissions to the Department head. SAP was used for daily account processing and basic data entry. Adhered to my work schedule for attendance and breaks to meet the needs of the customer, and to support our teams.

QUESTPRO, Inc. MAXIMUS (Work-At-Home)

August 2020 — August 2022

Claims Intake Agent

Inbound: Federal Unemployment Payment Recovery and Troubleshooting.

ALORICA, Inc. (Work-At-Home)

March 2016 - June 2020

Call Center Agent

Inbound: Answered incoming calls from existing customers for major retail seasonal contracts.

Assisted customers and responded to inquiries and processed orders. Utilized the

Purchase Order Process Steps — that built robust supplier relationships and provided an audit trail of all transactions.

Key Competencies

Proficient in relevant computer applications and Call Center Systems.

Good typing skills * Adaptability * Tenacious * Good Communication Skills.

Knowledge of + application of Conflict Resolution Techniques *Stress Tolerance.

Proven Track Record in Negotiation Skills.

Educational Completion

South Philadelphia High School

Two-years-Community College of Philadelphia, PA

Four-years-Online Courses- Florida Institute of Technology & Strayer University

Certificate Completion — Mendoza School of Business — Notre Dame University

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