Skills

Microsoft Office

Payroll

Supervisory Skills

Refunds

Employee Training

Attendance Management

Customer Retention

Customer Service

Troubleshooting

Script Notes

Question Answering

Call Routing

Performance Reviews

Data Entry

Lead Meetings

Education

Virginia College Austin, TX

Anticipated Graduation Date: Sept 2016

Baldwin Park High School Baldwin Park, CA

High School Diploma: Received 2010

Experience

eBay Austin High Value Customer Support Nov 2016 - Current

Connect with Customers on a personal basis

Provide step by step instructions via telephone and email

Recognize weekly STAT performance for all teammates

Troubleshooting instructions to members for compatibility

Randstad Staffing Tradesmen International – Temp. Administrative Assistant Aug 2016 – Nov 2016

Answer calls and route to employee requested if available

Calculate field employees timecards and enter into payroll system

Scan and copy all documents requested by Office Team

Create employee profiles for interested inquires, informed to submit an online profile and will return call if we are the correct fit for the said employee

TruSource Labs Customer Experience Specialist Nov 2015 – May 2016

Gather customer details regarding problems with product to determine the correct troubleshooting steps.

Note customer comments to ensure tech support understands the issues and takes the corrective measures

If customer is not comfortable with performing troubleshooting steps, transfer to senior support for further assistance

Liquidation Channel June 2011 – Nov 2015

Escalation Lead

Handle Supervisor Callbacks daily (10-20 calls a day)

Make executive decisions if customer request is outside of policy timeframe

Review customer surveys and respond to any that need further assistance for missing items, overcharged, etc.

Present surveys response data in pie charts to Executive Management Team weekly

Managed Call Center Floor when needed

Team Lead (Overnight & 1st Shift)

Manage agent attendance and submitted weekly to management for records

Walk floor to ensure agents follow policies, requirements and objectives. If not, advise agent of correct steps, if ignored; inform manager for further assistance

Approved customer returns over $300 for over purchases or mistakes

Process refunds for customers over charged or as compensation for agent errors

Organized Holiday activities for employee appreciation including Potlucks, games, and prizes

Presented monthly employee audit and explained each category and why they were ranked at that level

Review live calls for all employees monthly to offer insight and assistance

Customer Service Agent

Create tracking investigation for lost or missing packages that resulted in refund or reshipments

Process all request agent refunds for overcharges, multiple quantity purchase by mistake or wrong payment method used

Managed call floor as a Senior Agent when needed to answer supervisor calls, escalated calls and kept track of attendance

Call Center Agent

Answer incoming calls and place orders for customers using Debit/Credit Card or PayPal

Track outgoing orders and if not sent out or deliver but not received, escalated to Customer Service for resolution

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