Johan Marchena
Heredia,H
Summary
A highly skilled and professional employee with over three years of experience in high-quality customer service. Keen interest in contributing to team success through hard work, strong work ethic and morale, and excellent organizational skills.
Overview
4
4
years of professional experience
Work History
Collections Agent
Client Services Inc.
08.2024 - 10.2024
- Maintained high volume of calls and met demands of busy and productive group.
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Office of Consumer Affairs (Tier 3)
Equifax
05.2024 - 07.2024
- Full resolution of disputes related to human trafficking, ensuring accuracy of credit reports after validating court documents.
- Management of internal authentications according to FCRA regulations, including requesting and validating documents to lift report blocks.
- Direct communication with consumers to validate and correct inaccurate information in credit reports.
Customer Support Representative
Equifax
12.2023 - 04.2024
- Provide support and education regarding credit information, file interpretations, and dispute resolution.
- Ensure compliance with the company’s policies and country´s regulations
- Answer and solve problems and requests based on the consumer scenario, doing an analysis of the details provided, to offer optimal Direct to Consumers solutions.
Billingual Senior Account Supervisor
Foundever
06.2022 - 10.2023
- Oversaw and worked on the resolution of a wide variety of escalated cases: account rewards, new account requests, digital/online issues, payment investigations, and credit adjustments
- Prepare and analyze financial statements, balance sheets, and income statements to ensure accuracy and compliance with regulatory standards.
- Accurate maintenance of payment records and updating information in collections management systems and collaboration with other departments to resolve billing issues and ensure accuracy of financial records.
Customer Service Representative
Foundever
04.2021 - 06.2022
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about their credit card products and bank services.
Education
High School Diploma -
Liceo Bilingue de Belen
San Antonio de Belen, Costa Rica12-2019
Skills
- IT Skills
- Microsoft Suite Skills
- Verbal And Written communication Skills
- Analithical thinking
- Complex problem solving
- Ability to work with a team
Languages
Spanish
Proficient
C2
English
Advanced
C1
Timeline
Collections Agent
Client Services Inc.
08.2024 - 10.2024
Office of Consumer Affairs (Tier 3)
Equifax
05.2024 - 07.2024
Customer Support Representative
Equifax
12.2023 - 04.2024
Billingual Senior Account Supervisor
Foundever
06.2022 - 10.2023
Customer Service Representative
Foundever
04.2021 - 06.2022
High School Diploma -
Liceo Bilingue de Belen
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