Experience

City of Riverside

• Government Administration
• 700 & Above Employee

• Utilities Customer Service Representative III

  • Sep 2022 - Present

  - Act as a telephone/virtual representative and point of contact for inquiries made through the City's 311 system.- Initiate service requests for City services with all City departments or outside vendors/consultants.- Handle politically sensitive public concerns made through the 311 system in a professional and time sensitive manner; work with outside collection agents.- Perform lead responsibility over Customer Service Representative (CSR) I/II staff and provide training to other CSRs.- Solve billing discrepancies using sound analysis.- Make decisions regarding complex customer complaints or concerns.- Assist in development of Customer Service procedures.- Interpret a customer's account by using knowledge of applicable rules and rate schedules.- Analyze a customer's credit history to determine whether an extension may be granted.- Review customer applications with reference to deposits and in some cases computes the amount of the deposit within the guidelines of water/electric/sewer/or solid waste rules.- Coordinate payment arrangements or payments on past due accounts; perform basic accounting functions or record keeping within customer accounts; make manual arithmetic calculations.- Audit various data processing documents.- Assist in the development of staff schedules and fill in when needed within the CSR I-II classifications.- Type various letters and forms; Sort, code, and file correspondence, forms, documents, and other materials numerically, alphabetically, or by other predetermined classifications; open and distribute mail.- Check records and papers for clerical and arithmetic accuracy, completeness, and compliance with established standards and procedures. Show less

• Utilities Customer Service Representative II

  • Aug 2021 - Present

  - Acting as a counter representative or telephone representative, accept applications for utility service and answer customer billing inquiries.- Interpret a customer's account by using knowledge of applicable rules and rate schedules.- Analyze a customer's credit history to determine whether an extension may be granted.- Review customer applications with reference to deposits and, in some cases, compute the amount of the deposit.- Audit various data processing documents.- Open and distribute mail. - Sort, code, and file correspondence, forms, documents, and other materials numerically, alphabetically, or by other predetermined classifications. Show less

• Recreation Leader

  • Apr 2019 - Jul 2021

  - Parks, Recreation, and Community Services Department. - Plan, organize, and supervise group activities and programs.- Conducted recreation programs, after-school programs, and special events.- Monitored volunteers, developed participant and spectator interest, enthusiasm and participation.



Amazon

• Bangladesh
• Advertising Services
• 1 - 100 Employee

• Inbound Problem Solve QB

  • Oct 2019 - Jul 2021

  - Team Supervisor for Inbound Problem Solve Team. - Managed a team of 35+ problem solvers, mentoring and developing them to help them succeed. - In charge of scheduling and labor planning for all inbound problem solve departments. - Partnered with the leadership team to identify barriers and opportunities for improvement before, during, and after shift sync meetings. - Worked with Operations within the Inbound department to organize internal cross trainings - Team Supervisor for Inbound Problem Solve Team. - Managed a team of 35+ problem solvers, mentoring and developing them to help them succeed. - In charge of scheduling and labor planning for all inbound problem solve departments. - Partnered with the leadership team to identify barriers and opportunities for improvement before, during, and after shift sync meetings. - Worked with Operations within the Inbound department to organize internal cross trainings



Fragomen Worldwide

• Assistant Paralegal 2

  • Nov 2012 - Apr 2018

  - Data entry for client profiles. - Preparing, photocopying, and scanning client case files. - Answering and forwarding e-mails. - Communication with clients and USCIS officers via phone/email - Creating Excel spreadsheets/reports. - Creating billing invoices. - Data entry for client profiles. - Preparing, photocopying, and scanning client case files. - Answering and forwarding e-mails. - Communication with clients and USCIS officers via phone/email - Creating Excel spreadsheets/reports. - Creating billing invoices.



Fry's Electronics

• Retail
• 1 - 100 Employee

• Computer Sales Associate

  • Aug 2010 - Feb 2011

  - Customer service and satisfaction. - Computer sales. - Product knowledge. - Aisle organization and maintenance. - Answering phone calls, store transfers. - Opening and closing procedures. - Customer service and satisfaction. - Computer sales. - Product knowledge. - Aisle organization and maintenance. - Answering phone calls, store transfers. - Opening and closing procedures.



The Home Depot

• United States
• Retail
• 700 & Above Employee

• Flooring and Decor Sales Associate

  • Feb 2008 - Jul 2009

  - Customer service and satisfaction. - Inventory maintenance. - Opening and closing department. - Answering and transferring calls. -Morning and evening paper work. - Customer service and satisfaction. - Inventory maintenance. - Opening and closing department. - Answering and transferring calls. -Morning and evening paper work.



GameStop

• United States
• Retail
• 700 & Above Employee

• Senior Game Advisor

  • Jul 2005 - Oct 2006

  3rd tier management position, beneath Store Manager and Assistant Manager. Duties included opening and closing store, counting the register, bank deposits, store supervision, customer service and sales, cleaning and organizing sales floor and back rooms. Also performed certain Assistant Management duties when needed, such as scheduling, filing paper work, and sitting in on weekly management conference calls. 3rd tier management position, beneath Store Manager and Assistant Manager. Duties included opening and closing store, counting the register, bank deposits, store supervision, customer service and sales, cleaning and organizing sales floor and back rooms. Also performed certain Assistant Management duties when needed, such as scheduling, filing paper work, and sitting in on weekly management conference calls.