John A Marroquin
Los Angeles
Summary
Dynamic bilingual professional with extensive experience at Partners in Care Foundation, excelling in customer service and client relations. Proven ability to resolve issues efficiently while maintaining patient confidentiality. Skilled in CRM software and active listening, consistently achieving sales goals and fostering strong relationships to enhance customer loyalty.
Knowledgeable Account Executive with proven track record in managing high volumes of inbound and outbound calls, ensuring customer satisfaction and resolving issues efficiently. Successfully contributed to team goals by enhancing customer service processes. Demonstrated ability in active listening and problem-solving.
Professional communicator with strong expertise in customer service and support. Proven ability to handle inbound and outbound calls, resolve customer inquiries, and maintain high satisfaction levels. Team player who adapts quickly to changing needs and consistently achieves targets. Known for reliability, active listening, and effective problem-solving skills.
Overview
1
1
Language
8
8
years of professional experience
Work History
Bilingual Customer Phone Representative
Partners in Care Foundation
San Fernando, CA
03.2024 - 10.2024
- Developed positive relationships with clients through friendly communication.
- Educated customers on product features and benefits ensuring understanding of services offered by company.
- Identified, researched and resolved customer issues using the computer system.
- Participated in team meetings discussing best practices for handling difficult calls.
- Utilized computer technology to handle high call volumes.
- Maintained confidentiality of all patient information according to HIPAA regulations.
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Utilized CRM systems to document interactions and track customer feedback effectively.
Account Executive
Athas Capital Group
01.2022 - 12.2022
- Provide a high level of customer service to internal and external customers
- Maintain and develop mutually beneficial broker and banker relationships
- Meet individual & team monthly sales goals
- Perform review of loans originated by third parties for general guidelines and identify outstanding items or questions that could cause closing delays
- Build sustainable relationships and engage customers by taking the extra mile
- Maintain daily workflow prioritization, and communicate accordingly, to ensure all urgent matters are dealt with.
- Cultivated strong client relationships to enhance customer satisfaction and retention.
- Developed tailored financial solutions to meet diverse client needs effectively.
Lead Generator
Smart Choice Realty & Mortgage Finance
07.2020 - 12.2020
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Provide every client the best service in the industry
- Market and solicit residential loan business, ensuring all phases of the loan process are performed in accordance with company and regulatory guidelines
- Advise and educate clients on the home-buying or refinancing process and how to better manage their mortgages
- Assists clients with completion of the mortgage application, inspecting completed documents for accuracy and thoroughness, and gathers and reviews financial credit documentation for pre-qualification for mortgage financing.
Manager/Production
Howling Juice
12.2016 - 03.2020
- Manage day-to-day operations of the juice bar/cafe
- Maintain updated records of daily, weekly and monthly revenues and expenses
- Hire and onboard new wait staff and baristas
- Train employees on drinks preparation and proper use of juice and coffee equipment
- Coordinate with vendors and order supplies, as needed (like takeaway cups, coffee, milk and other food ingredients)
- Advise staff on the best ways to resolve issues with clients and deliver excellent customer service
- Ensure all cafe areas are clean and tidy
- Nurture friendly relationships with customers to increase loyalty and boost our reputation
Education
40 Hr Interpreter Certificate - Medical Interpreter
PALS For Health
Los Angeles, CA05-2025
High School Diploma -
LOS ANGELES HIGH
Los Angeles, CA06-1988
Skills
- Proficient in Various CRM programs, MS Office,
- Customer Service Call Center Operations, Communication, Client Relations, Data Entry
- Call center experience
- Active listening
- Verbal and written communication
- Strong interpersonal skills
- CRM software usage
- Bilingual Communication Skills
- Patient information retrieval
- Patient confidentiality compliance
- Sales and Up-selling abilities
- Time management
- Valid Driver's license
- Customer service
- Clean driving record
- Problem-solving
- Punctual and reliable
Languages
Spanish
Full Professional
Timeline
Bilingual Customer Phone Representative
Partners in Care Foundation
03.2024 - 10.2024
Account Executive
Athas Capital Group
01.2022 - 12.2022
Lead Generator
Smart Choice Realty & Mortgage Finance
07.2020 - 12.2020
Manager/Production
Howling Juice
12.2016 - 03.2020
40 Hr Interpreter Certificate - Medical Interpreter
PALS For Health
High School Diploma -
LOS ANGELES HIGH