Customer service professional experienced in busy call center and online environments.
*Ability to work individually and collaboratively in dynamic environments, with all levels of internal/external teams, managing multiple priorities within deadlines.
*Excellent communicator skilled at resolving escalations with diverse individuals and groups.
*Extensive background in quality assurance, claims, order and payment processing.
Proficient with CRM software, Word, Excel, Outlook.
11/2011 to Current
Control Room CoordinatorCity Park － San Francisco, CA
Remotely monitor multiple parking facilities and respond to patron calls for assistance.
Promote service to prospective customers calling for garage information and contact existing customers to update account information.
10/2011 to 06/2012
Warranty Services SpecialistSquareTrade － San Francisco, CA
Educated customers in claims process and procedures, by phone and email, for extended service provider specializing in consumer electronics and home appliances.
Approved and denied claims while troubleshooting customers' technical concerns and advising on most beneficial use of warranty coverage.
Partnered with contracted repair depots and independent servicers to achieve most time-efficient and cost-effective solutions for customer needs.
Integrated constant learning curve with changes to existing programs and onboarding of partnership programs with companies such as Costco and Sam's Club.
Customer Service RepresentativeKelly Services Airbnb.com － San Francisco, CA
Assisted phone customers during rollout of new trust and safety features for online company that facilitates person-to-person leasing of lodging space for travel.
11/2010 to 12/2010
Administrative Services Associate/Retail SupportMacy's － San Francisco, CA
Assisted in Human Resources' holiday hiring surge: greeting and assisting applicants, expediting interview flow with department managers, preparing interview and job offer packets, and updating HR database.
Answered HR phones, filed, and performed office administrative functions.
Maintained sales floor stock and merchandise as retail support associate as staffing slowed.
11/2008 to 07/2010
eCommerce Customer Care AssociateRichardSolo.com － San Rafael, CA
Resolved all customer issues by email/chat/phone: payments, order processing, shipping, returns, product information and support, site navigation and functionality.
Interacted daily with vendors, distributors, and shippers on product and order issues.
Coordinated with vendors on all details for introduction of new products to website, from initial product consideration to shipping and receipt of merchandise.
Managed workflow for creative team in construction of new product pages for website.
05/1994 to 06/2008
Operations Support SpecialistThe Sharper Image － San Francisco, CA
Primary Customer Service support specialist resolving escalations and special customer needs, partnering with TSI's 4 call centers, 3 distribution facilities, 180+ stores, corporate teams, and service providers.
Developed and wrote new training guidelines for filing lost/damaged shipping claims, after assuming a six month backlog, resulting in an average $5,000 monthly recovery.
Fraud Prevention Specialist
Order Processing Analyzed and investigated pending orders to prevent potential losses due to fraud.
Assisted customers with credit and debit card verifications, billing and payment problems, including authorizations, extended payment plans, and chargebacks.
Auditor/Quality Assurance, Customer Service Reviewed and authorized all call center service agreements, to assure adherence to department procedures, accuracy, efficiency, cost-effectiveness, and level of customer service.
Approved and processed all customer credits and billings, replacement/expedited shipments, merchandise certificates, etc.
Reported performance assessments and training needs to call center supervision.
Call Center Team Lead/Retail Liaison, Customer Service Resolved customer calls and concerns escalated from call center representatives.
Trained, supervised, and evaluated phone representatives in performance of duties.
Dedicated point-of-contact for all TSI stores and extended service protection provider on customer service issues.
Call Center Phone Representative, Customer Service Consistently resolved problematic customer issues without escalating calls.
Built internal/external cross-functional relationships to address special customer needs.
Drove TSI brand loyalty providing enthusiastic, personable sales and service assistance.
12/1995 to 06/1998
Call Center Technical Trainer/Pottery Barn Phone Sales AssociateWilliams-Sonoma, Inc － San Francisco, CA
Planned and directed training classes for 15 to 25 new associates, in systems and sales.
Provided informed order assistance highlighting product selection and promotions.
Film WritingSan Francisco State University － San Francisco, CAFilm Writing
Creative WritingMiami University － Oxford, OHCreative Writing