Background Investigator
Resume:
Luz M. Felix
Beaumont, Ca **223
*************@*****.***
PROFESSIONAL SUMMARY
To obtain a position in Background Investigations which will allow me to share my analytical skills and expertise in managing both internal and external customers. I have over five years of diversified and progressive research skills, expertise in data analysis, background screening, E-verify, client satisfaction, employee development, supervision and training.
PROFESSIONAL EXPERIENCE
Hire Right, Inc. Irvine, California 2002- 2017
Client Services Manager, Customer Care (2014-2017)
Performed research, analyzed and reported interpretations and errors within the organization. Managed escalated issues and recommended corrective actions to improve customer satisfaction. Facilitated conference calls to ensure customer contracts were implemented correctly and managed at the appropriate level for each client. Operated cross-functionally, managing all required internal teams for resolution of customer issues, to include Professional Services, Technical Support, Public Records, Account Management, Pricing, Contracts/Legal and Verifications.
Specific Accomplishments include:
Nominated/Won 2011 "Mission Possible" Award for excellence in customer service
Created training material on escalation model and provided training to internal team
Reporting Specialist - Ran monthly, weekly and bi-weekly reports to identify trends and analyzed for resolution
Researched root cause analysis using internal programs along with Salesforce CRM Tool
Customer Service Representative II (2003-2014)
Facilitated customer satisfaction by educating customers on products and services, viewing background screening reports, hiring practices, state law changes, Fair Credit Reporting Act (FCRA) & Consumer Reporting Agency (CRA) roles & responsibilities. Serviced fortune 500 corporate accounts both foreign and domestic. Processed disputes pertaining to all aspects of applicant screening. Responsible for the implementation and set up of new clients. Tracked all communication for company auditing purposes via Salesforce, which is used as a Customer Relations tool. Handled escalated customer/applicant calls and recommended corrective actions to resolve escalation. Handled technological disputes and provided technical solutions. Trained and mentored new hires on methods and department procedures. Trained Corporate Accounts on how to use company products. Handled inquiries via LivePerson (online chat tool), email and phone.
Verification Researcher (2002-2003)
Made outgoing calls to employers and educational institutes to obtain verification of applicant provided information. Compiled data to assist in hiring decisions for clients, conducted phone interviews with professional references and performed internet research to find appropriate contact information. Utilized all resources available to provide clients with complete and accurate data, data entered information into tracking tool, performed quality check of data entered information and maintained productivity. Provided quality service for clients and organized workload based on priority to meet strict deadlines. Worked with verification requests that required special attention and extensive follow-up for difficult customers. Provided Application Review assistance to the Data Entry Department to ensure correct and accurate information to be entered for processing.
Downtown Auto Wrecking San Bernardino, California (1999-2002)
Office Manager (1999-2002)
Monitored incoming calls, addressed customer inquiries and concerns, performed administrative duties such as the preparation and processing of paperwork. Directed customers to the appropriate department and maintained customer satisfaction. Updated work orders and daily maintenance of work order books, assisted in maintaining updated financial records, including accounts payable, deposits, contributions, etc.
EDUCATION
Business Management
University of Phoenix,
San Bernardino, CA
2003
PROFESSIONAL SKILLS
HDI Certified Customer Service Representative
Proficient in Microsoft Office Programs
Salesforce.com
Liveperson
Professional References available upon request
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