Service Representative versed in customer support in high call volume environments. Superior live chat, email, computer
skills, and telephone etiquette.
Active listening skills
Seasoned in conflict resolution
Customer service expert
Adaptive team player
Live Chat Specialist
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Experienced with company systems such as OneLogin, When I Work, SAP, CRM, 5x9, InContact, ZenDesk, FileMaker Pro, and diligently completed all assigned tasks, with excellent attendance
Independent Contractor03/2016 to CurrentDirect InteractionsHouston, TXLead Vision Project. Outbound calls and emails to potential qualifying leads
for Solar Panel Energy Services, Kept data spreadsheet updated with daily and weekly
VCC Seasonal Customer Service10/2015 to 03/2016Amazon, LLCHouston, TXAddressed inquiries pertaining to order status, shipping and returned items, Prime memberships, cross trained in back office support to assist with unknown charges. Met daily and weekly metrics.
Independent Contractor10/2014 to 10/2015Zerochaos/Uber ProjectHouston, Texas
Directed and supported new drivers through the application process for their state and background check requirements Communicated via live chat and email support Reviewed trips and feedback for accuracy Met required quality and csat requirements.
Independent Contractor03/2014 to 09/2014Direct InteractionsHouston, Texas
Pilot program for ShapeUp, processed members to issue welcome kits, pedometers, and activity tracking information via phone or e-mail Maintained schedule adherence and followed HIPAA policy standards.
Independent Contractor11/2013 to 04/2014Arise SolutionsHouston, Texas
Seasonal position for vendor, Intuit Turbo Tax, Assisted customers with basic tax questions on filing forms and products, maintained required metrics, schedule adherence, and quality standards.
Customer Service Representative08/2013 to 02/2014N.E.WHouston, Texas
Provided technical support to DirecTV customers with satellite services, Resolved billing inquiries and Processed individual accounts per customer's request, Met metrics scale and quality standards.
Customer Care Professional04/2012 to 07/2013Alpine AccessHouston, Texas
Reviewed health care claims for Cigna Medical Assisted with inquiries regarding billing, coding, payment issues, pre-certifications, benefits, and eligibility for customers and health care professionals Maintained HIPAA policies, quality, productivity standards all while providing excellent customer service.
Customer Service Representative08/2011 to 08/2012United Health GroupHouston, Texas
Respond to complex customer calls Provided excellent customer service Resolved customer inquiries such as benefit and eligibility information, explanation of benefits, billing, coding and payment issues, and authorization of treatment Constantly maintained HIPAA Policy, productivity, schedule adherence, and quality standards.
Residential Sales Acquisition01/2010 to 08/2011Primary ServicesHouston, Texas
Processed new customers for electricity services using SAP Planned switches or transfer of service requests Provided excellent customer service while a smile Trained constantly on company programs and policies Met quality and other performance metrics.
Customer Service Representative05/2009 to 11/2009Affiliated Computer ServicesHouston, Texas
Provided customer service and satisfaction Met quality and issue resolved goals Provided basic technical support Maintained company programs and policies via on-going training Performed additional tasks as directed.
Customer Service Specialist11/2005 to 07/2008Convergys-SprintHouston, Texas
Utilized the telephone system with headset throughout the day to provide excellent customer service Reviewed and Recommended product and billing information services Provided technical support Maintained programs and services via on-going training provided by Convergys and utilized the computer-based program Performed additional tasks as directed.
Senior Secretary08/2004 to 09/2005Metropolitan Community CollegeKansas City, Missouri
Completed clerical and other duties related to customer service and marketing Managed the campus information desk and college switchboard Supported students, visitors, and callers by providing general information and making referrals to campus offices and services Provided current events information, and provided customers and employees with literature relating to campus activities and community functions held on campus Handled customers with care and diligence at the counter and over the phone Documented data from information requests into FileMaker Pro database Program for periodic mass mailings Physically inventoried storerooms; replenished and maintained stock/ inventory as needed.
Seasonal Lead01/2002 to 07/2003Check Retriever SpherionHouston, Texas
Processed and Reviewed checks and insurance client mold/fire claim files for check payments Maintained document and client files Performed data entry fundamentals and assisted in the mailroom.
Customer Service Representative01/2000 to 01/2001JP Morgan Chase BankHouston, Texas
Worked in the bank call center in a customer service capacity; serviced bank customers through incoming calls, re-directed calls, and personal follow-ups Entered and updated customer information Maintained flexibility, adaptability, and remained dependable in an environment that is constantly upgraded/enhanced service capabilities to its customers Provided professional, knowledgeable, helpful, courteous, and responsive customer service.
BusinessUniversity of PhoenixHouston, TXGPA: GPA: 3.5 Dean's Honor RollIn Progress GPA: 3.5 Dean's Honor Roll
Associate of Arts: EducationHouston Community CollegeHouston, TXGPA: GPA: 3.5 Dean's Honor RollSome coursework completed. GPA: 3.5 Dean's Honor Roll