Marie Stacey Ricafort
Dublin
Summary
Goal-driven professional with over 4 years of experience in client-facing roles, specializing in building strong client relationships and delivering exceptional service. Proven ability to contribute to mission-driven organizations while seeking opportunities for career advancement. Committed to leveraging skills and knowledge to drive organizational success.
Overview
5
5
years of professional experience
Work History
Customer Experience Manager
Nftydoor
07.2023 - Current
- Manage a diverse loan portfolio from offer acceptance through funding, ensuring seamless transitions, successful closings, and a strong client experience through proactive issue resolution
- Collaborate cross-functionally to streamline the home equity process, optimize workflows, and adapt to evolving market conditions in a fast-paced remote environment
- Took on evolving responsibilities and stepped into roles of greatest need to support team and business objectives
- Served as a subject matter expert on NFTYdoor products, providing guidance and support to customers and internal team members
Customer Experience Associate
Envoy Global
08.2022 - 01.2023
- Served as primary point of contact for applicants, delivering comprehensive assistance via email, live chat, and phone, addressing inquiries and guiding users through platform navigation, document submission, and case concerns.
- Acted as liaison between foreign nationals, Envoy's affiliated law firm, and Global Immigration team, ensuring effective communication and timely case progression.
- Collaborated cross-functionally with internal teams to improve customer service and visa management processes, facilitating stakeholder meetings to enhance operational efficiency.
Sales Development Representative
Better Mortgage
04.2021 - 03.2022
- Managed loans from pre-application to closing, ensuring accuracy and enhancing client satisfaction through in-depth knowledge of the loan process.
- Delivered superb customer service, consistently achieving a customer satisfaction score of 4.5 or higher, while efficiently managing multiple chats and tasks in a high-volume environment.
- Mentored new team members, providing guidance and support to facilitate successful integration and performance within the team.
Education
Bachelor of Arts - Psychology
San Francisco State University
San Francisco, CA12-2020
Skills
- Customer Success Management
- CRM Platforms: Zendesk, Gladly, Front
- Cross-Functional Collaboration
- Workflow Optimization
- Problem Solving
- Attention to Detail
- Interpersonal Communication
- Languages: English, Tagalog
Timeline
Customer Experience Manager
Nftydoor
07.2023 - Current
Customer Experience Associate
Envoy Global
08.2022 - 01.2023
Sales Development Representative
Better Mortgage
04.2021 - 03.2022
Bachelor of Arts - Psychology
San Francisco State University