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Agent Care/Chat Support Resume Example

Resume Score: 60%

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AGENT CARE/CHAT SUPPORT
Professional Summary
Highly ambitious Customer Service Representative with more than 16 years providing results-oriented leadership. Workflow analysis and project management specialist.
Skills
  • Expert in Microsoft Word and Excel, LiveChat, SalesForce, JIRA, ZBRT, ZenDesk and ShoreTel
  • Business development
  • Organized
  • Multi-tasking
  • Operations management
Work History
Agent Care/Chat Support, 02/2015 to 05/2017
Zillow Group – Centennial, Colorado, United States
  • Assisting professional real estate agents with various questions regarding their online presence via chat, email and phone support.
  • Was instrumental in assisting the Zillow Agent Care department in Seattle with Trulia programs and products.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Answered an average of 25-40 calls, chats and/or emails per day, addressing customer inquiries, solving problems and providing new product information.
Issue Resolution, 07/2012 to 02/2015
Trulia Inc – Centennial, CO
  • Assisted professional real estate agents with various questions regarding their online presence.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Provided real estate listing support and communication with local Multi Listing Services (MLS)
  • Emergency Response Team

    • Identified and solved technical issues with a variety of diagnostic tools.
    • Evaluated and responded to development teams as needed for further technical support assistance.
    • ​Billing Support

    • Drafted and reviewed refund request before being approved by partners.
    • Generated paid invoices upon request.
Workforce Support, 11/2010 to 07/2012
Education Sales Management – Littleton, Colorado, United States
  • Monitoring call volume and agents' wrap up time, ensuring that they are able to handle the inbound call volume efficiently and effectively.
  • Assisting in pulling reports for the client and Team Lead for training purposes.
  • Also scheduling for coaching sessions and team meetings.
  • Tracking the agent's enrollments, as well as making sure that the proper procedures are done in order to claim their incentives.
  • Prepared reports and communication for senior management and clients.

Education Consultant

  • Actively engaging in assisting scholars in education programs to pursue a higher education.
  • Working with Everest University Online for adult education, and with Envision to help develop the youth in their leadership skills for tomorrow.
Fraud Analyst, 11/2009 to 10/2010
Intellisource at Verizon – Denver, Co
  • Monitoring and detecting any fraudulent activity over phone and data lines.
  • Correctly advising Verizon's customers, business and residential, of any misuse and shutting services down when required.
  • Keeping accurate notes for reviewing and handling of incoming calls.
Service Center Manager, 08/2008 to 12/2008
HOM Solutions, Inc. – Denver, Colorado, United States
  • Directed 10 in office employees, 35 contract installation crews and 25 Home Depot flooring associates.
  • Maintained accurate stock records and customer schedules.
  • Established long-term customer relationships through prompt and courteous service.
  • Communicated all emergencies, delays due to weather and carrier schedule changes to customers and contract crews.
  • Forecasted manpower requirements based on daily workload and company targets.
  • Generated financial statements and facilitated account closing procedures each month.
Team Lead - Supervisor, 08/2007 to 07/2008
Humanscale Corporation – Englewood, Co
  • Managed 10 customer service representatives
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Routinely answered customer questions regarding merchandise and pricing.
  • Monitored performance, quality and efficiency measures to achieve aggressive production goals.
Team Lead - Supervisor, 03/2003 to 07/2007
Convergys Corporation – Denver, Co
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity to meet requirements set by the client, the United States Postal Service.
  • Defused volatile customer situations calmly and courteously.
  • Mastery of customer service management systems and databases.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Customer Service Representative, 04/2000 to 03/2003
TeleTech Denver, Co
  • Answering incoming calls and meeting all requirements set by the client,  the United States Postal Service.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Accurately documented, researched and resolved customer service issues.
  • Met or exceeded service and quality standards every review period.
Administrative Assistant, 01/1999 to 01/2000
Summit Staffing Thornton
  • Ordered and distributed office supplies while adhering to a fixed office budget.
  • Answered and managed incoming and outgoing calls while recording accurate messages.
  • Opened and properly distributed incoming mail.
  • Drafted biweekly time sheets for 10-15 executives and employees.
  • Directed guests and routed deliveries and courier services.
Assistant Manager, 12/1996 to 01/1999
Bruegger's Fresh Bagel Bakery Littleton, Co
  • Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
  • Spoke with patrons to ensure satisfaction with food and service
  • Prepared food items
  • Inspected and cleaned food preparation areas to ensure safe and sanitary food-handling practices
  • Routinely supported other areas of the restaurant as requested, including answering telephones and completing financial transactions for other staff members.
Education
Diploma: 1996
Skyview High School - Thornton, Co
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Resume Overview

Companies Worked For:

  • Zillow Group
  • Trulia Inc
  • Education Sales Management
  • Intellisource at Verizon
  • HOM Solutions, Inc.
  • Humanscale Corporation
  • Convergys Corporation
  • TeleTech Denver, Co
  • Summit Staffing Thornton
  • Bruegger's Fresh Bagel Bakery Littleton, Co

School Attended

  • Skyview High School

Job Titles Held:

  • Agent Care/Chat Support
  • Issue Resolution
  • Workforce Support
  • Fraud Analyst
  • Service Center Manager
  • Team Lead - Supervisor
  • Customer Service Representative
  • Administrative Assistant
  • Assistant Manager

Degrees

  • Diploma : 1996

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