Sojahiny Marte
Indianapolis
Summary
Motivated and customer-focused professional with a strong work ethic and proven ability to handle high-volume inbound customer inquiries in a fast-paced call center environment. Skilled in addressing account and credit-related concerns, processing payments, explaining billing details, and arranging payment extensions in compliance with company policies. Committed to delivering high-quality service, maintaining accuracy in customer accounts, and supporting utility customers during routine interactions and emergency situations. Eager to contribute to a company that values dedication, integrity, and exceptional customer care.
Overview
14
14
years of professional experience
Work History
Dealership/Shop Manager
No Limit Auto
06.2020 - Current
- Assisted customers with service finalization and payment processing, ensuring accurate and timely completion of transactions.
- Scheduled service and sales appointments, coordinating with customers and internal teams to optimize efficiency.
- Provided leadership by guiding team members on daily, weekly, and monthly task execution to meet operational goals.
- Supported recruitment efforts and participated in new hire onboarding and training to maintain service standards.
- Managed over 20 calls per day while delivering exceptional customer service both in-person and via phone, resolving inquiries with professionalism and care.
- Monitored and managed inventory to ensure availability of necessary products and supplies.
Senior CS Escalations
Carrington Mortgage Services
03.2014 - 09.2019
- Handle over fifty escalated calls from loan servicing and customer service agents per day
- Servicing New hire training/QC
- Loan servicing special project: Prepare and edit training material. Developed and presented training materials to new and existing employees within the loan servicing department, ensuring compliance with company standards and industry regulations.
- Conducted quality control (QC) reviews for special loan accounts by analyzing recorded borrower calls and verifying adherence to company guidelines. Provided detailed feedback to employees for performance improvement.
- Managed onboarding and floor support for new hires, delivering hands-on training and real-time coaching to ensure service readiness.
- Led special projects within the servicing department, contributing to process improvements and cross-functional collaboration.
- Handled over 100 inbound and outbound calls daily for loan collection activities, maintaining a high level of professionalism and accuracy.
- Counseled borrowers on repayment options and loan modification programs to bring accounts current and prevent foreclosure.
- Acted as Single Point of Contact (SPOC) for a portfolio of clients at risk of losing their homes, offering personalized guidance and hardship assistance.
- Maintained full ownership of assigned accounts, ensuring timely follow-up, resolution of borrower concerns, and compliance with all servicing policies.
Customer Support Associate
At Home Department Store
10.2014 - 03.2015
- Provide customers with a positive shopping experience. Assisting over 50 customers on a daily basis.
- Performed daily cashier duties accurately, while processing all transactions per policy.
- Unload, process, and stock freight to correct location, following merchandising guidelines.
- Perform store recovery tasks and housekeeping (inside and out) as required during stocking efforts.
- Operate all equipment in a safe manner per directed procedures.
- Provide excellent communication (oral and written) and presentation skills.
- Handle public relations, information output.
- Ensures a safe working and shopping environment while minimizing shrink and damage.
- Ability to build rapport with customers and staff.
Teller
Financial Center Federal Credit Union
03.2012 - 09.2013
- Performed deposits, withdrawals, and other financial interactions while providing excellent customer service to over 40 members daily.
- Developing effective corporate communication strategies.
- Excellent communication (oral and written) and presentation skills.
- Outstanding organizational and planning abilities.
- Developing effective corporate communication strategies.
Education
Associates - Business Administration
Ivy Tech Community College
Indianapolis, IN05-2018
Certificate of Technical Studies - Business Administration
Ivy Tech Community College of Indiana
Indianapolis, IN05-2018
Certificate of Technical Studies - General Education Transfer Core
Ivy Tech Community College of Indiana
Indianapolis, IN05-2018
Skills
- Bilingual Communication (English & Spanish)
- Customer Service & Engagement
- Team Leadership & Staff Motivation
- Training & Onboarding (New Hires)
- Recruitment & Hiring Management
- Employee Scheduling & Task Delegation
- Quality Control & Policy Compliance
- Microsoft Office & Data Entry
- Point of Sale (POS) & Invoicing Systems
- Business Development & Operational Oversight
- Health and Safety Compliance
- Decision-Making & Problem Solving
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Dealership/Shop Manager
No Limit Auto
06.2020 - Current
Customer Support Associate
At Home Department Store
10.2014 - 03.2015
Senior CS Escalations
Carrington Mortgage Services
03.2014 - 09.2019
Teller
Financial Center Federal Credit Union
03.2012 - 09.2013
Associates - Business Administration
Ivy Tech Community College
Certificate of Technical Studies - Business Administration
Ivy Tech Community College of Indiana
Certificate of Technical Studies - General Education Transfer Core
Ivy Tech Community College of Indiana