Customer Experience Agent

• May 2023 - Present

Sales Development Student/ Intern (Remote)

• Oct 2022 - Nov 2022

Responsibilities: • Expanded my knowledge of technology sales development by studying the curriculum included in the online three month intensive course; reading books such as "How to Win Friends and Influence People", "Fanatical Prospecting", and "SPIN Selling" • Gained hands-on, real-world experience by role playing with SPIN tactics on sales scenarios • Coordinated and completed prospecting outreach for the final project Accomplishments: • Learned everything about the basics of sales development to prepare me for a sales development position • Learned things such as Sales terminology, Org Structure, Ideal Customer Profiles, Buyer Personas, Sales Cycles, Prospecting, Researching, Cadence, SPIN, BANT, Cold Emailing, Cold Calling, LinkedIn Outreach, Salesforce CRM, SalesLoft, Zoominfo Show less

Independent Contractor - Program Coordinator (Remote)

• Feb 2022 - Aug 2022

Responsibilities: • Assisted in the confirmation of the speakers, budgets, speaker talking points, panel questions, and needs for The Akire Group's client • Assisted in managing the project timeline, vendors, and consultant team • Attended planning and training meetings with internal teams and committees • Prepared the notes for the meetings and keep an ongoing folder with updated notes • Assisted in creating a run of show for The Akire Group's client • Managed social media marketing campaign to increase community awareness • Maintained working timeline, notes, and deliverables for the graphic designer • Created and managed the sponsor profiles for the client's international virtual events on their Hopin website, an online event management platform • Provided administrative support to the executive team Accomplishments: • Consistently increased the client's following on Instagram to 500 new followers • Managed the development of the vendor's organization profiles on the Hopin platform for each virtual global summit • Learned advanced cold emailing and copywriting skills Core Technologies Used: Google Suite (Gmail, Docs, Sheets, Slides, Google Meet), Hootsuite (Instagram, LinkedIn, Twitter, Facebook), Asana, Hopin, Canva, Zoom Show less

Seasonal Customer Service Representative (Remote)

• Oct 2021 - Dec 2021

Responsibilities: • Responded to calls, emails, and live chats from customers in accordance with our policies and procedures; handled and resolved all customer concerns by providing accurate information with empathy and grace • Provided customers with support about Minted products and promotions, as well as general order information; provided assistance with processing orders and customized designs • Identified and escalated priority issues that needed immediate attention • Documented customer interactions thoroughly and accurately in our CRM, while following departmental policies • Used support tools & training including our knowledge base to respond to inquiries and ensure our customer’s satisfaction and a high quality service experience • Identified opportunities for improving the customer experience and share those with Customer Service leadership Accomplishments: • Consistently meet my quality and productivity KPIs on a monthly basis • Learned advanced email marketing and problem solving skills Show less

Uber Greenlight Expert

• Jun 2019 - Jun 2020

Responsibilities: • Facilitated one on one and group interactions with current and prospective Uber customers, mostly drivers and delivery people • Conducted probing questions to understand customers' needs, reservations, and goals; pitched Uber as a solution • Converted prospective Uber earners (drivers) to take their first trip on the platform • Followed support logic to help existing earners with troubleshooting issues in the Uber app • Persuaded, and empathized with customers to help them understand how to leverage Uber more • Re-engaged with earners who stopped using the platform with solutions to overcome the obstacles that they are facing Accomplishments: • Received recognition for exceeding our customer satisfaction KPIs • Developed negotiations skills when promoting the benefits of being a Uber driver or delivery person to a potential earner • Learned and mastered multiple online systems (Salesforce and Slack) Core Technologies Used: Salesforce, Zendesk, Slack, and Zoom Show less

Member Services Representative

• Aug 2018 - Apr 2019

Responsibilities: • Handled inbound calls and outbound calls while assisting members with medical and pharmacy benefits, eligibility, triaging dental and vision issues, and improving healthcare literacy • Managed phone inquiries that may include questions regarding our products, current policies, add/changes, resolving disputes, or handling transactions • Educated members about the fundamentals and benefits of consumer-driven healthcare topics to include managing their health and well-being so they can select the best benefit plan options and maximize the value of their health plan benefits Show less

Customer Service Representative

• Mar 2017 - Aug 2018

Responsibilities: • Assisted customers with their inquiries or issues regarding their consumer-directed healthcare and commuter benefits by responding to them with professionalism and empathy at all times • Managed confidential customer information by advising customers on how to submit claims online to get reimbursed for their out of pocket healthcare and commuter expenses Responsibilities: • Assisted customers with their inquiries or issues regarding their consumer-directed healthcare and commuter benefits by responding to them with professionalism and empathy at all times • Managed confidential customer information by advising customers on how to submit claims online to get reimbursed for their out of pocket healthcare and commuter expenses

Seasonal Customer Support Representative

• Oct 2016 - Jan 2017

Responsibilities: • Handled, investigated, and resolved customer inquiries for the Kibo order management platform • Utilized selected systems for responding to customer inquiries via telephone, online networks and email • Performed detailed documentation of all interactions in software applications and escalate issues pursuant to preestablished guidelines • Utilized training, experience, knowledge, skills, and abilities to perform the duties of the job and maintain Customer Service department goals • Maintained customer relationships by providing an exceptional customer experience Show less

Member Service Representative

• Sep 2015 - Sep 2016

Responsibilities: • Promoted and sold memberships and services • Provide quality tours according to the goals and interests of our members • Greeted members by name and scan the member cards • Answered member's questions over the phone and in-person in a prompt, professional, and friendly manner • Attended paid training and meetings to learn new skills • Managed a social media marketing campaign to promote the brand awareness Responsibilities: • Promoted and sold memberships and services • Provide quality tours according to the goals and interests of our members • Greeted members by name and scan the member cards • Answered member's questions over the phone and in-person in a prompt, professional, and friendly manner • Attended paid training and meetings to learn new skills • Managed a social media marketing campaign to promote the brand awareness

Brand Ambassador Intern/ Social Media Manager (Remote)

• Jan 2014 - Sep 2014

Responsibilities: • Increased the music artist's online following, with 500+ followers each on Facebook and Instagram • Managed social media accounts (Facebook and Instagram) for an independent music artist • Managed artist promotions in the Dallas-Fort Worth Area • Booked live performances for the music artist • Coordinated email marketing campaign to promote the music artist's brand with media outlets (radio and entertainment companies) Accomplishments: • Developed a self-starting attitude as an independent contractor with no supervision • Learned how to manage a Facebook page and contact potential clients to showcase the artist's music performances Show less

Bank Teller

• Feb 2011 - Aug 2013

Responsibilities: • Identified the customer's needs by referring financial products and services offered by Bank of America • Provided customers with exceptional customer service by completing financial transactions with accuracy and speed • Created customer loyalty by deepening the relationship with the customer through courtesy and friendliness, including addressing each customer by name Accomplishments: • July 2012 - Employee of the Quarter Award (continued commitment, achieved excellence and success) • Received recognition at Bank of America for utilizing a tool that protects customers' financial security • Managed the responsibilities as the in-house ATM servicer by counting cash and items deposited by customers, replenishing the ATM, and balancing the cash and checks every week • Assisted with balancing over $100,000 of the cash in our bank's vault every week and replenished every teller's cash machines • Learned how to deal with irate customers daily and provide them with creative solutions to their problems • Learned advanced problem-solving skills and referral networking Show less