Summary
Overview
Work History
Education
Skills
Languages
Timeline
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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, IN
05-2018

Certificate of Technical Studies - Business Administration

Ivy Tech Community College of Indiana
Indianapolis, IN
05-2018

Certificate of Technical Studies - General Education Transfer Core

Ivy Tech Community College of Indiana
Indianapolis, IN
05-2018

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

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Sojahiny Marte