Experience

Canopy Lawn Care

• United States
• Consumer Services
• 1 - 100 Employee

• Retention Coordinator

  • May 2021 - Present

  Respond to calls, texts, and emails from clients regarding their lawn maintenance. Communicate with territory leaders and the territory project managers. Research and answer questions related to turf care. Update account details as requested by the field and clients. Run reports detailing sales and cancellation information. Create training material for the in-office team to follow direct procedures. Manage and save clients from canceling services. Manage the AR and… Show more Respond to calls, texts, and emails from clients regarding their lawn maintenance. Communicate with territory leaders and the territory project managers. Research and answer questions related to turf care. Update account details as requested by the field and clients. Run reports detailing sales and cancellation information. Create training material for the in-office team to follow direct procedures. Manage and save clients from canceling services. Manage the AR and collections. Show less Respond to calls, texts, and emails from clients regarding their lawn maintenance. Communicate with territory leaders and the territory project managers. Research and answer questions related to turf care. Update account details as requested by the field and clients. Run reports detailing sales and cancellation information. Create training material for the in-office team to follow direct procedures. Manage and save clients from canceling services. Manage the AR and… Show more Respond to calls, texts, and emails from clients regarding their lawn maintenance. Communicate with territory leaders and the territory project managers. Research and answer questions related to turf care. Update account details as requested by the field and clients. Run reports detailing sales and cancellation information. Create training material for the in-office team to follow direct procedures. Manage and save clients from canceling services. Manage the AR and collections. Show less



Beam Living

• United States
• Real Estate
• 100 - 200 Employee

• Resident Services Specialist

  • Nov 2019 - Jun 2020



Highway Toll Administration, LLC

• United States
• Truck Transportation
• 1 - 100 Employee

• Highway Toll Specialist

  • Oct 2017 - Oct 2018

  • Take calls handling escalations regarding disputes from customers who did not know the procedure involved with tolling locations. • Assist customers by making the decision to provide credits when applicable and if not applicable explaining the procedure in a way avoiding escalation. • Take secure payments for customers when an amount was due for a missed toll. • Researching customer inquiries in depth, looking up location and toll information comparing it to their itinerary… Show more • Take calls handling escalations regarding disputes from customers who did not know the procedure involved with tolling locations. • Assist customers by making the decision to provide credits when applicable and if not applicable explaining the procedure in a way avoiding escalation. • Take secure payments for customers when an amount was due for a missed toll. • Researching customer inquiries in depth, looking up location and toll information comparing it to their itinerary validating if they had been incorrectly charged. • Working closely with management providing account information when system issues would arise i.e. incorrect billing, lost statements, and general system maintenance. • Work with customers via email taking their concerns and billing inquiries to completion. • On Average would take about 120 calls per day. Show less • Take calls handling escalations regarding disputes from customers who did not know the procedure involved with tolling locations. • Assist customers by making the decision to provide credits when applicable and if not applicable explaining the procedure in a way avoiding escalation. • Take secure payments for customers when an amount was due for a missed toll. • Researching customer inquiries in depth, looking up location and toll information comparing it to their itinerary… Show more • Take calls handling escalations regarding disputes from customers who did not know the procedure involved with tolling locations. • Assist customers by making the decision to provide credits when applicable and if not applicable explaining the procedure in a way avoiding escalation. • Take secure payments for customers when an amount was due for a missed toll. • Researching customer inquiries in depth, looking up location and toll information comparing it to their itinerary validating if they had been incorrectly charged. • Working closely with management providing account information when system issues would arise i.e. incorrect billing, lost statements, and general system maintenance. • Work with customers via email taking their concerns and billing inquiries to completion. • On Average would take about 120 calls per day. Show less



U-Haul

• United States
• Retail
• 700 & Above Employee

• Center Sales

  • Mar 2017 - Oct 2017

  • Working with U-Haul I was required to meet a sales quota of at least 3.5 reservations per hour. • Receive incoming customer Inquiries via phone regarding different products offered such as: Trucks, Boxes, Packing Supplies, Propane, etc... • De-escalate dissatisfied customers. • Determine Using conflict resolution which department was most appropriate if the request was beyond my scope • Working from home I would have to be self-sufficient and a self-starter daily. • Communicate… Show more • Working with U-Haul I was required to meet a sales quota of at least 3.5 reservations per hour. • Receive incoming customer Inquiries via phone regarding different products offered such as: Trucks, Boxes, Packing Supplies, Propane, etc... • De-escalate dissatisfied customers. • Determine Using conflict resolution which department was most appropriate if the request was beyond my scope • Working from home I would have to be self-sufficient and a self-starter daily. • Communicate in a concise manor with different U-Haul locations to provide expedient assistance for our U-Haul customers. • Process payments for U-Haul trucks and storage. • Gathered and verified all required customer information for tracking purposes. Show less • Working with U-Haul I was required to meet a sales quota of at least 3.5 reservations per hour. • Receive incoming customer Inquiries via phone regarding different products offered such as: Trucks, Boxes, Packing Supplies, Propane, etc... • De-escalate dissatisfied customers. • Determine Using conflict resolution which department was most appropriate if the request was beyond my scope • Working from home I would have to be self-sufficient and a self-starter daily. • Communicate… Show more • Working with U-Haul I was required to meet a sales quota of at least 3.5 reservations per hour. • Receive incoming customer Inquiries via phone regarding different products offered such as: Trucks, Boxes, Packing Supplies, Propane, etc... • De-escalate dissatisfied customers. • Determine Using conflict resolution which department was most appropriate if the request was beyond my scope • Working from home I would have to be self-sufficient and a self-starter daily. • Communicate in a concise manor with different U-Haul locations to provide expedient assistance for our U-Haul customers. • Process payments for U-Haul trucks and storage. • Gathered and verified all required customer information for tracking purposes. Show less



PayPal

• United States
• Software Development
• 700 & Above Employee

• Sales Support Professional II/ Transaction Support

  • Aug 2016 - Mar 2017

• Sales Associate II

  • Jun 2016 - Mar 2017

  • Respond to customer inbound inquiries by phone and email in a call center environment. • Research customer inquiries using the appropriate technology (i.e.): estart, quick connect, DEN MPLS, infoCenter, Kana, Webmail. • Welcome new customers to Paypal by placing outbound calls to advise them of the features available for their account. • Provide operational support for Merchants. This includes but is not limited to the handling of refund requests and account research. • Provide… Show more • Respond to customer inbound inquiries by phone and email in a call center environment. • Research customer inquiries using the appropriate technology (i.e.): estart, quick connect, DEN MPLS, infoCenter, Kana, Webmail. • Welcome new customers to Paypal by placing outbound calls to advise them of the features available for their account. • Provide operational support for Merchants. This includes but is not limited to the handling of refund requests and account research. • Provide transaction research and operational support as needed for Large and Small Business merchant customers, including the compilation of reversals, capture errors, pending reversals and other information for business analysis and reporting. • Support operational reporting and admin requests from account managers and business support teams. • Respond to inbound service requests and merchant inquiries routed to the Merchant Services Department via telephone and email in a knowledgeable and timely fashion. • Serve as the single point of resolution for the customer. • Assist the merchant in the selection of the correct PayPal product for their business needs. • Provide consultative advice on products or features that would benefit the Merchants through Upsell or Outreach campaigns. • Escalate customer contacts as necessary as well as forward customer feedback regarding feature requests, product gaps, and policy and process pain points. • Adhere to guidelines for account confidentiality, and maintain the privacy and security of all PayPal customers. • Develop and maintain cross functional proficiency within selected departments, including buyer product information and Risk Operations.



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Apple Advisor

  • Aug 2015 - Mar 2016

  • Communicate with customers while in an at home environment and providing them with assistance using, customizing, servicing and maintaining apple products. • Going through extensive troubleshooting when faced with an issue with an apple product. • Navigate multiple user interfaces including but not limited to: iDesk, Bomgar, Jabber, Outlook, all while maintaining rapport and keeping customers engaged. • Teaching and absorbing product knowledge quickly adapting to new policies and… Show more • Communicate with customers while in an at home environment and providing them with assistance using, customizing, servicing and maintaining apple products. • Going through extensive troubleshooting when faced with an issue with an apple product. • Navigate multiple user interfaces including but not limited to: iDesk, Bomgar, Jabber, Outlook, all while maintaining rapport and keeping customers engaged. • Teaching and absorbing product knowledge quickly adapting to new policies and procedural changes made throughout the day. • Complete and total discretion when it comes to product releases and new products coming out prior to keynotes. • Empathizing with customers concerns keeping a calm demeanor while assisting them in resolving their issue to completion, while creating a personal connection with customers so that they become promoters. • Maintain a 100% Customer Satisfaction for 4 months in a row. Show less • Communicate with customers while in an at home environment and providing them with assistance using, customizing, servicing and maintaining apple products. • Going through extensive troubleshooting when faced with an issue with an apple product. • Navigate multiple user interfaces including but not limited to: iDesk, Bomgar, Jabber, Outlook, all while maintaining rapport and keeping customers engaged. • Teaching and absorbing product knowledge quickly adapting to new policies and… Show more • Communicate with customers while in an at home environment and providing them with assistance using, customizing, servicing and maintaining apple products. • Going through extensive troubleshooting when faced with an issue with an apple product. • Navigate multiple user interfaces including but not limited to: iDesk, Bomgar, Jabber, Outlook, all while maintaining rapport and keeping customers engaged. • Teaching and absorbing product knowledge quickly adapting to new policies and procedural changes made throughout the day. • Complete and total discretion when it comes to product releases and new products coming out prior to keynotes. • Empathizing with customers concerns keeping a calm demeanor while assisting them in resolving their issue to completion, while creating a personal connection with customers so that they become promoters. • Maintain a 100% Customer Satisfaction for 4 months in a row. Show less



CCH Small Firm Services

• Greater Atlanta Area

• Help Desk/ Customer Service

  • Oct 2014 - Aug 2015

  • Having the ability to walk customers through Multiple Tax Returns Including: Individual, Partnership, C Corp and S Corp, Fiduciary etc. • Assisted with Desktop Software Technical Support. • Worked with CPA Professionals on IRS rejection errors, Repairing software, Updating Modules both state and federal, assisting in resubmissions through TaxWise software (E-filing and Paper Filing). • Quickly Navigating between multiple resources, ability to remote into client software in order… Show more • Having the ability to walk customers through Multiple Tax Returns Including: Individual, Partnership, C Corp and S Corp, Fiduciary etc. • Assisted with Desktop Software Technical Support. • Worked with CPA Professionals on IRS rejection errors, Repairing software, Updating Modules both state and federal, assisting in resubmissions through TaxWise software (E-filing and Paper Filing). • Quickly Navigating between multiple resources, ability to remote into client software in order to assist with difficult inquiries, managing multiple clients. • Knowledgeable of 3 prior year versions of the software, working within windows in order to edit software, preform repairs, transfer data. • Working with TaxWise Online I assisted with helping CPA Professionals setting up their bank options, assisting them with setting up main and sub offices, helping them Carry Over tax returns from software to the online site. Show less • Having the ability to walk customers through Multiple Tax Returns Including: Individual, Partnership, C Corp and S Corp, Fiduciary etc. • Assisted with Desktop Software Technical Support. • Worked with CPA Professionals on IRS rejection errors, Repairing software, Updating Modules both state and federal, assisting in resubmissions through TaxWise software (E-filing and Paper Filing). • Quickly Navigating between multiple resources, ability to remote into client software in order… Show more • Having the ability to walk customers through Multiple Tax Returns Including: Individual, Partnership, C Corp and S Corp, Fiduciary etc. • Assisted with Desktop Software Technical Support. • Worked with CPA Professionals on IRS rejection errors, Repairing software, Updating Modules both state and federal, assisting in resubmissions through TaxWise software (E-filing and Paper Filing). • Quickly Navigating between multiple resources, ability to remote into client software in order to assist with difficult inquiries, managing multiple clients. • Knowledgeable of 3 prior year versions of the software, working within windows in order to edit software, preform repairs, transfer data. • Working with TaxWise Online I assisted with helping CPA Professionals setting up their bank options, assisting them with setting up main and sub offices, helping them Carry Over tax returns from software to the online site. Show less



HD Supply

• United States
• Wholesale
• 700 & Above Employee

• Customer Service Representative

  • Apr 2014 - Jun 2014

  • Assisted Customers with “Over The Phone” Orders, Returns, and Basic Data entry Functions • Updated account information. • Multi-task in looking up discounts and alternative items for customers • Maintaining a respectful yet expedient experience for customers when they call in. • Assisted Customers with “Over The Phone” Orders, Returns, and Basic Data entry Functions • Updated account information. • Multi-task in looking up discounts and alternative items for customers • Maintaining a respectful yet expedient experience for customers when they call in.



Procore

• Greater Atlanta Area

• Customer Care Representative/ Training Assistant

  • Aug 2012 - Apr 2014

  • With Procore I’ve worked on multiple Projects : (HECO, MECO, HELCO, Carroll EMC, City of Covington, LCEC, Goodcents) • Handled Customers Questions and Concerns • Reporting Emergency Problems in an expedient fashion • Adapt to each client’s needs and request in call handling. • Using my soft skills to Calmly and quickly problem solve through situations • Working on a variety of databases that differed throughout each client. • Assisting with Facilitating… Show more • With Procore I’ve worked on multiple Projects : (HECO, MECO, HELCO, Carroll EMC, City of Covington, LCEC, Goodcents) • Handled Customers Questions and Concerns • Reporting Emergency Problems in an expedient fashion • Adapt to each client’s needs and request in call handling. • Using my soft skills to Calmly and quickly problem solve through situations • Working on a variety of databases that differed throughout each client. • Assisting with Facilitating classes. • Refreshing Employees on updates to software and processes. • Leading Classes on SAP software Show less • With Procore I’ve worked on multiple Projects : (HECO, MECO, HELCO, Carroll EMC, City of Covington, LCEC, Goodcents) • Handled Customers Questions and Concerns • Reporting Emergency Problems in an expedient fashion • Adapt to each client’s needs and request in call handling. • Using my soft skills to Calmly and quickly problem solve through situations • Working on a variety of databases that differed throughout each client. • Assisting with Facilitating… Show more • With Procore I’ve worked on multiple Projects : (HECO, MECO, HELCO, Carroll EMC, City of Covington, LCEC, Goodcents) • Handled Customers Questions and Concerns • Reporting Emergency Problems in an expedient fashion • Adapt to each client’s needs and request in call handling. • Using my soft skills to Calmly and quickly problem solve through situations • Working on a variety of databases that differed throughout each client. • Assisting with Facilitating classes. • Refreshing Employees on updates to software and processes. • Leading Classes on SAP software Show less



Alorica Inc

• Greater Atlanta Area

• Customer Service Representative/ Account Management/ Assumption of Liability Team Member

  • Nov 2011 - Aug 2012

  • Consistently generate additional revenue utilizing thorough product knowledge and friendly sales techniques to up-sell product specials. • Make service changes, recommend service options and setup new service. • Provide detailed and accurate accounts of customer calls for prevention of future audit issues. • Expediently respond to their comments, requests and issues. • Operate phone system, communicate over the phone with our customers and vendors • Proactively escalate and… Show more • Consistently generate additional revenue utilizing thorough product knowledge and friendly sales techniques to up-sell product specials. • Make service changes, recommend service options and setup new service. • Provide detailed and accurate accounts of customer calls for prevention of future audit issues. • Expediently respond to their comments, requests and issues. • Operate phone system, communicate over the phone with our customers and vendors • Proactively escalate and communicate customer issues to appropriate personnel • Expediently respond to their comments, requests and concerns. • Contribute to constant improvement by sharing and implementing ideas with supervisors and other management staff and peers. • Maintain customer accounts, implementing changes to existing accounts. • Proactively following up with customer to validate account information and services. • Exceeded customer expectations by researching difficult issues and recommending alternative solutions. Show less • Consistently generate additional revenue utilizing thorough product knowledge and friendly sales techniques to up-sell product specials. • Make service changes, recommend service options and setup new service. • Provide detailed and accurate accounts of customer calls for prevention of future audit issues. • Expediently respond to their comments, requests and issues. • Operate phone system, communicate over the phone with our customers and vendors • Proactively escalate and… Show more • Consistently generate additional revenue utilizing thorough product knowledge and friendly sales techniques to up-sell product specials. • Make service changes, recommend service options and setup new service. • Provide detailed and accurate accounts of customer calls for prevention of future audit issues. • Expediently respond to their comments, requests and issues. • Operate phone system, communicate over the phone with our customers and vendors • Proactively escalate and communicate customer issues to appropriate personnel • Expediently respond to their comments, requests and concerns. • Contribute to constant improvement by sharing and implementing ideas with supervisors and other management staff and peers. • Maintain customer accounts, implementing changes to existing accounts. • Proactively following up with customer to validate account information and services. • Exceeded customer expectations by researching difficult issues and recommending alternative solutions. Show less