Customer Service Representative

MERRITT L. BAZYKOWSKI

***** * ******** ***, ******, CO 80017 H: 720-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Highly ambitious Customer Service Representative with more than 16 years providing results-oriented

leadership. Workflow analysis and project management specialist.

SKILLS

Expert in Microsoft Word and Excel, LiveChat, Organized

SalesForce, JIRA, ZBRT, ZenDesk and ShoreTel Multi-tasking

Business development Operations management

WORK HISTORY

Agent Care/Chat Support, 02/2015 to 05/2017

Zillow Group – Centennial, CO

Assisted professional real estate agents with various questions regarding their online presence via chat,

email and phone support.

Instrumental in assisting the Zillow Agent Care department in Seattle with Trulia programs and

products.

Provided an elevated customer experience to generate a loyal clientele.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Answered an average of 25-40 calls, chats and/or emails per day, addressing customer inquiries, solving

problems and providing new product information.

Issue Resolution, 07/2012 to 02/2015

Trulia Inc – Centennial, CO

Assisted professional real estate agents with various questions regarding their online presence.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Provided real estate listing support and communication with local Multi Listing Services (MLS)

Emergency Response Team

Identified and solved technical issues with a variety of diagnostic tools.

Evaluated and responded to development teams as needed for further technical support assistance.

Billing Support

Drafted and reviewed refund request before being approved by partners

Generated paid invoices upon request.

Workforce Support, 11/2010 to 07/2012

Education Sales Management – Littleton, CO

Monitored call volume and agents' wrap up time, ensuring that they were able to handle the inbound call

volume efficiently and effectively.

Assisted in pulling reports for the client and Team Lead for training purposes.

Scheduled coaching sessions and team meetings.

Tracked agent enrollments, as well as insuring proper procedures were followed in order to

process agent incentives.

Prepared reports and communication for senior management and clients.

Education Consultant

Actively engaged in assisting scholars in education programs to pursue a higher education.

Facilitated adult education programs for “Everest University Online” and assisted “Envision” in developing their youth leadership skills for tomorrow.

Fraud Analyst, 11/2009 to 10/2010

Intellisource at Verizon – Denver, CO

Monitoring and detecting any fraudulent activity over phone and data lines.

Correctly advising Verizon's customers, business and residential, of any misuse and shutting services

down when required.

Keeping accurate notes for reviewing and handling of incoming calls.

Service Center Manager, 08/2008 to 12/2008

HOM Solutions, Inc. – Denver, CO

Directed 10 office employees, 35 contract installation crews and 25 Home Depot flooring associates.

Maintained accurate stock records and customer schedules.

Established long-term customer relationships through prompt and courteous service.

Communicated all emergencies, delays due to weather and carrier schedule changes to customers and

contract crews.

Forecasted manpower requirements based on daily workload and company targets.

Generated financial statements and facilitated account closing procedures each month.

Team Lead - Supervisor, 08/2007 to 07/2008

Humanscale Corporation – Englewood, CO

Managed 10 customer service representatives

Assumed ownership over team productivity and managed work flow to meet or exceed quality service

goals.

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly

and efficiently.

Routinely answered customer questions regarding merchandise and pricing.

Monitored performance, quality and efficiency measures to achieve aggressive production goals.

Team Lead - Supervisor, 03/2003 to 07/2007

Convergys Corporation – Denver, CO

Analyzed call volume and average call time to monitor Customer Service Representative performance

and productivity to meet requirements set by the client, the United States Postal Service.

Defused volatile customer situations calmly and courteously.

Mastery of customer service management systems and databases.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service

goals.

Customer Service Representative, 04/2000 to 03/2003

TeleTech – Denver, CO

Answered incoming calls and met all requirements set by the client, the United States Postal

Service.

Improved call center functionality and service capacity by resolving customer complaints efficiently and

quickly.

Accurately documented, researched and resolved customer service issues.

Met or exceeded service and quality standards every review period.

EDUCATION

High School Diploma: 1996

Skyview High School - Thornton, CO

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