Experience

Gruber Power Services

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Coordinator

  • Oct 2019 - Present



Plexus Worldwide

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Brand Risk Operations Specialist

  • Aug 2015 - Present

  Managed customer refunds, payouts and incentives using agent and information from multiple departments to ensure reliability and accuracy of requests. Maintained account transactions with precision; consistently meeting or exceeding goals. Coached ARC agents on errors in case notes and requests. Created templates of common errors and wrote coaching scenarios to equip leads with tools to eliminate repetitious errors as well as tips and techniques for short cuts. • Highly trusted for research accuracy and expert level knowledge that set up customer service teams for performance excellence. • Promoted due to outstanding preferred customer service for 1.5 years. Ambassador Relations Center (ARC) Coordinator: Responsible for training, education, and business set-up of all company ambassadors and preferred customers responsible for over 80% of revenue. Integrated the work of other team reports to generate a reliable, historical profile of every customer that ensured the integrity of transactions, order cancellations and other requests. • Proficient use of MLM, Netsuite and Exigo software systems to handle phone, email and online communication with preferred customers and ambassadors. • Generated training templates and job aids that provided ambassadors with reference tools and increased their ability to run their business and develop self-sufficiency. Show less



PSCU

• United States
• Financial Services
• 700 & Above Employee

• Cardholder Services Representative

  • Oct 2013 - Dec 2014

  Researched membership issues for over 750 credit unions and their members throughout the United States, such as credit card disputes, fraud investigations, membership payments and payment plans. Upgraded new credit cards and conducted credit limit evaluation with extensive research. Conducted follow-up on services to ensure quality and compliance. • Recognized for going above and beyond with exceptional customer service in response to a cardholder member crisis when stranded in Europe. Quickly investigate the fraud and regained security of the card allowing the travelers to continue the trip. Show less



TSI - Transworld Systems Inc.

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Client Support Liaison

  • Jan 2010 - Oct 2012

  Managed clients need for profit recovery and conducted collections as defined in the agreement per TSI Sales Reps. Updated all information using in-house software, working heavy dialer system. Managed inbound/outbound calls for both debtor and client related issues. • Exceptional customer service was credited for high client retention. Managed clients need for profit recovery and conducted collections as defined in the agreement per TSI Sales Reps. Updated all information using in-house software, working heavy dialer system. Managed inbound/outbound calls for both debtor and client related issues. • Exceptional customer service was credited for high client retention.



Chas Roberts Air Conditioning, Inc.

• United States
• Construction
• 1 - 100 Employee

• Replacement Specialist and Service Coordinator

  • Feb 2007 - Jan 2010

  Promoted to work with the sales team of 10, scheduling, dispatching and communicating with residential clients to maximize sales reps field time using Google Dispatch. Managed all rebates and manufacturer warranties. Coordinated the work of over 30 HVAC field technicians, estimators and subcontractors as a team with new home builders and project managers. Scheduled, dispatched and managed the daily schedule and workflow. • Excellent performance due to outstanding knowledge of parts and operations, and the ability to pre-determine customer issues/resolution. Show less



Sonoran Air Inc

• United States
• Computers and Electronics Manufacturing

• HVAC Start-up Coordinators Administration

  • Aug 2004 - Dec 2006

  Provided extensive contractor service, home-builder relations and customer service working with supervisors, superintendents, and managing extensive correspondence of all field managers. Setup new home, HVAC start-up scheduling • Promoted due to outstanding performance and ability to lead the work of all contractors and employees. Administration and dispatch: Provided extensive customer service on various new home warranties issues to ensure continuous workflow. Worked closely and coordinated the work of general contractors, home-builder relations, and provided excellent customer service for 25-30 field managers, Conducted daily accounting tasks and purchasing. • Assisted with daily dispatch of 30 HVAC technicians. Show less