Experience

Sundays

• United States
• Manufacturing
• 1 - 100 Employee

• Customer Experience Agent

  • May 2023 - Present



eBay

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Payments Virtual Support

  • Dec 2021 - Apr 2023

  -Act as a resource for the payments team by providing assistance with complex member issues -Research member verification issues and reverify accounts through eBay's payment processor on behalf of junior teammates -Present learning opportunities and provide feedback via coaching and overall guidance -Act as final tier of support for members via phone or chat -Act as a resource for the payments team by providing assistance with complex member issues -Research member verification issues and reverify accounts through eBay's payment processor on behalf of junior teammates -Present learning opportunities and provide feedback via coaching and overall guidance -Act as final tier of support for members via phone or chat



3 Day Blinds

• United States
• Retail
• 500 - 600 Employee

• Customer Care Team Lead

  • Oct 2020 - Dec 2021

  - Oversaw team functions, resolutions, and escalated cases as a member of leadership - Completed 12 QA assessments weekly; reviewing team member's call logs and email threads - Conducted bi-weekly one on one meetings with each team member to review metrics, provide feedback and devise action plans - Planned and facilitated team engagement events -Handled 25+ customer interactions daily giving detailed, personalized and friendly service to ensure customer retention and satisfaction. -Identified customer needs and addressed each issue regarding their window treatments -Created appointments and work orders for customers who required repairs -Resolved an average of 60 inquires or repair cases per week; making sure to follow up with third party vendors, maintain an open line of communication and provide updates as they come to each customer Show less



eBay

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Member Relations Coordinator; Escalations

  • May 2019 - Oct 2020

  -Answered incoming phone calls and acted as the second point of contact for members - Assisted members with issues pertaining to items they have sold or purchased - Offered alternative solutions based on need relating to listings, shipping issues and more -Opened returns and provided refunds -Answered incoming phone calls and acted as the second point of contact for members - Assisted members with issues pertaining to items they have sold or purchased - Offered alternative solutions based on need relating to listings, shipping issues and more -Opened returns and provided refunds



Smile Brands Inc.

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Customer Service Representative

  • Apr 2016 - Apr 2019

  -Answered incoming phone calls for appointment scheduling -Made outbound calls to follow up on quality of appointments -Verified all insurance information for each new patient is up to date -Explained new patient intake process to each caller in terms they can understand as it relates to their insurance coverage -Answered any questions about each individual’s appointment -Analyzed and diffused situations using effective de-escalation techniques -Answered incoming phone calls for appointment scheduling -Made outbound calls to follow up on quality of appointments -Verified all insurance information for each new patient is up to date -Explained new patient intake process to each caller in terms they can understand as it relates to their insurance coverage -Answered any questions about each individual’s appointment -Analyzed and diffused situations using effective de-escalation techniques



JNR Incorporated

• United States
• Events Services
• 1 - 100 Employee

• Campaign Reimbursement Representative

  • Oct 2015 - Mar 2016

  -Reviewed 21 individual reimbursement plans daily -Made outbound calls to follow up on reimbursement questions and provide guidance based on each action plan created -Assisted customers with reimbursement, payment and billing issues -Facilitated navigation of online document submission processes -Reviewed 21 individual reimbursement plans daily -Made outbound calls to follow up on reimbursement questions and provide guidance based on each action plan created -Assisted customers with reimbursement, payment and billing issues -Facilitated navigation of online document submission processes



Sovereign Health Group Addiction, Dual Diagnosis & Mental Health

• United States
• Mental Health Care
• 200 - 300 Employee

• Accounts Payable Administrator

  • Oct 2014 - Oct 2015

  -Managed invoice, travel, and contract data for over 100 clients per month -Assisted clients with contract billing daily -Sorted through and processed check, invoice, and credit card payments for miscellaneous product orders -Traveled to locations across California to meet with clients and settle payment disputes -Provided administrative support to CFO and Finance Director including travel, expense reports and calendar management -Managed invoice, travel, and contract data for over 100 clients per month -Assisted clients with contract billing daily -Sorted through and processed check, invoice, and credit card payments for miscellaneous product orders -Traveled to locations across California to meet with clients and settle payment disputes -Provided administrative support to CFO and Finance Director including travel, expense reports and calendar management