Customer Service Coordinator

• Mar 2017 - Present

Coordinate a large volume of transactional orders, a number of complexes, purpose-built projects, and provide updates to company leaders in order to meet organizational strategic goals. Coordinate, gather and submit complete order packages from Sales Team and submit to Service Delivery Perform routine tasks such as answering inquiries, resolving problems, and providing a best-in-class customer experience while adhering to work guidelines and policies Receive inbound calls from customers for billing or account maintenance Submit and process simple, transactional style orders for business customers Delight customers by expressing empathy while making it easy for customers to do business with Conterra Professional communication to internal and external customers Partner with Service Delivery during onboarding of new services to help resolve issues w Other duties as assigned by supervisor Show less

Customer Service Specialist

• Mar 2017 - Present

Telecommunications Customer Service

• Feb 2015 - Oct 2016

Supervise team of customer service agents regarding call quality and issue resolution Point of escalation for customer concerns regarding mobile app Maintain customer service profiles for IVR Manage Spanish translations on multiple websites as well as update English content when needed. Review and dispute credit card charge backs Quality testing for website and mobile app Research customer complaints and work with development and/or customer support when needed to resolve issues Create and edit simple HTML for the FAQ pages of websites Participate in configuration of websites for customer launch Show less

Life Insurance Agent

• Jul 2014 - Oct 2014

Customer Service and Account Management. Process Applications for Life Insurance and Renter's Policies. Handles all Customer Service Issues Payment Processing and Collections. Duties include reviewing insurance applications to ensure that all questions have been answered, compiling data on insurance policy changes, changing policy records to conform to insured party's specifications, compiling data on lapsed insurance policies to determine automatic reinstatement according to company policies, canceling insurance policies as requested by agents, and verifying the accuracy of insurance company records. Show less

Administrative Assistant for Clayton Homes of Longview (a Berkshire Hathaway Co.)

• Aug 2013 - Jul 2014

• Maintain customer files, ensuring record retention policies are adhered to; • Assist in preparation of sales packages; • Prepare letters, flyers, copies, business card requests, and other correspondence as requested by the Home Center Manager; • Assist customers with general questions, route phone calls and messages accurately and quickly; • Assist Model Home Center staff in working with Home Office staff to carry out sales, marketing & social media, human resource and other business processes Show less

Property & Casualty Insurance Agent

• Jul 2006 - Jan 2013

Process applications for, changes to, reinstatement of, and cancellation of insurance policies. Duties include reviewing insurance applications to ensure that all questions have been answered, compiling data on insurance policy changes, changing policy records to conform to insured party's specifications, compiling data on lapsed insurance policies to determine automatic reinstatement according to company policies, canceling insurance policies as requested by agents, and verifying the accuracy of insurance company records. Handles all in bound calls of customer service issues, fixes computer and networking problems. Show less

Operations Manager

• Sep 2001 - Jul 2006

Customer service, inventory, -Provide system support and act as Region SME and UAT contact for all B2B systems including vzSFA, SFA-OM, CMS, EOD, EWI. -Manage operational projects at the Region and Area level -Implement and train programs, processes, policies and procedures -Liaison between sales channel and BFO, BGCO, Finance, Legal, and Compliance -New Product Launch Support -Work closely with Senior Leadership to maximize productivity by developing and supporting Region sales and operational initiatives -Provide subject matter expertise to marketing and training for new product and system launches across the region -Establish and maintain working relationships with Regional and Area peers for: systems, processes, best practices to ensure our Region s needs are communicated -Provide support and direction in implementing area/region wide programs for Business Sales Channel -Support the standardization and implementation of channel processes, policies and procedures consistent with the area strategy Show less

Customer Service Supervisor

• 1997 - 2001

§ deal directly with customers either by telephone, electronically or face to face § respond promptly to customer inquiries § handle and resolve customer complaints § obtain and evaluate all relevant information to handle inquiries and complaints § perform customer verifications § process orders, forms, applications and requests § direct requests and unresolved issues to the designated resource § manage customers' accounts § keep records of customer interactions and transactions § record details of inquiries, comments and complaints § record details of actions taken § manage administration § communicate and coordinate with internal departments § follow up on customer interactions Show less