Agent Care/Chat Support Resume Example

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.