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.
