Lake Zurich, IL
Authorized to work in the US for any employer
Resident Services Agent
December 2011 to Present
Answer inbound calls from home owners calling to request work orders or that have general property questions. Answer billing questions. Reply to all inbound emails from homeowners, real estate agents and various other third parties.
Customer Care Data Coordinator
May 2006 to July 2008
Customer Service Representative
Handled all inbound calls for existing account holders of Verizon Wireless. Duties included billing and troubleshooting of all phones, including blackberry, palm and wireless internet cards. Processed requests for activations, upgrades of equipment, calling plans and password resets. Tracked voice and data information for expense reports. Focused on Quality on every call in order to meet monthly goals and exceed expectations on a personal and team level. Open to monthly coaching feedback to help me continue to further develop my skills in order to continue to advance within the company. Advanced to a Senior Representative within 1 year, provided support to team members to help them achieve their goals. Facilitated monthly Team meetings.
September 1998 to October 2005
Coach/ Call Center
Sales/Service Representative/Call Center
Lead Personal Assistant/Call Center
Personal Assistant/Call Center
Elevated position within 7 years from call center representative to Executive Administrative Assistant. Maintained Executive Manager's Outlook calendar. Maintained Personnel files. Documented training, attendance and monthly review meetings in Word. Created weekly schedule and maintained vacation schedule for team. Scheduled corporate travel arrangements. Completed Expense Reports. Ordered office supplies. Monitored office, to ensure office was at proper service level and staffed appropriately, in order to achieve daily and monthly service level goals and expectations. Ensured representatives adhered to set schedule. Implemented change in office hours in order to meet the needs of the business. Entered any schedule exceptions into IEX System.
Assisted customers by recommending appropriate service to meet all of their telecommunications needs, which included sales of local phone service, long distance, cellular, TV entertainment and Internet needs. Developed training materials for new employees. Handled all management escalated calls when working weekends and or holidays or while management unavailable. Entered into CSG computer database, all orders for installs, disconnects and changes. Handled all billing questions and concerns. Processed payments. Conducted on line troubleshooting with customers to attempt to resolve problems over the phone with customers. Responsible for the negotiation and scheduling of appointments to dispatch technicians to customers home. Assisted on special project to implement new digital cable service. Nominated and received the Super Star Award for strong leadership in 2000. Received Las Vegas trip, in 2003 for excelling in sales.
Answered 100+ calls daily. Completed follow up calls as needed.
Team Player with 10+ years of experience in Customer Service/Call Center environment. My innovative and creative ways, to improve upon processes have led to numerous career progressions. Good problem solving and analyzation skills. Communicate well both verbal and written with any project or presentation.
Professional Skills: Database Knowledgeable. Telephony. LEC Knowledgeable. Phone Systems: ACD, IEX, Rockwell, Lucent, Avaya. Programs: Windows 98, 2000, ME, XP, Internet Explorer, Microsoft Outlook, Outlook Express, Horizon, Word, Excel. Applications: CSG, TCS Oracle, Remedy, EWFM, RTA, SAP. Office automation tools (fax machine, copier, etc.).