Victoria Lucio

Jarrell, TX *****

acxfhx@r.postjobfree.com - 512-***-****

Customer service oriented; committed and motivated associate with exceptional customer-relation and decision-making skills. I have a strong work ethic, with a professional demeanor and great initiative.

Skill Highlights

● Microsoft Office, Excel, PowerPoint

● Extensive experience with travel booking and heavy scheduling

● Scored in top 10% of employees in successful resolution of customer issues

● [20] Years of experience providing [administrative and customer service] support.

● 5+ years' experience in a fast-paced, deadline-driven environment

● Energetic and organized

● Self-starter with professional manner

● Planning/Coordinating

● Excellent communication skills

● Highly organized with superior attention to detail

Core Accomplishments

● Investigated and analyzed client complaints to identify and resolve issues.

Multitasking

● Demonstrated proficiency in telephone, e-mail, fax and front-desk reception within a high-volume environment.

Operations

● Collaborated with [sales and catering/departments] to ensure smooth work flow and efficient organization operations as the executive administrator.

● Accountable for all operations of busy office, including [monthly reports, scheduling, and customer service].

● Management Support:

● Ensured smooth operations by supporting executive team.

● Travel Planning:

● Booked heavy domestic and international travel for department of 10.

● Scheduling

● Facilitated on-boarding of new employees by scheduling training, answering questions and processing paperwork.

Work Experience

Billing-Claims Processor

Logisticare- Austin, TX

December 2015- present

Responsible for verifying and processing transportation provider billing invoice forms in an accurate and timely manner. Communicating with transportation providers on a daily basis:

I receive, investigate and act on a claim filed by the Transportation Providers. This involves multiple administrative and customer service layers that include review, investigation, adjustment (if necessary), remittance or denial of the claim.

- Identify and resolve problems with transportation provider billing invoice forms

- Meet all departmental deadlines

- Work closely with the Fraud and Abuse department

Retail Sales Associate

Suddenlink Communications - Georgetown, TX

August 2014 to Sept. 2015

Responsibilities

Offered excellent customer service to all new and existing Suddenlink customers. Maintained a working professional relationship and advice for cable, internet and home phone to customers. Answered billing and technical questions, I also processed payments for all services. Balanced end of day banking with credit cards/debit cards/checks and money orders for residential and commercial accounts.

Accomplishments

Increased the sales per unit (cable, internet and phone). I also offered quality customer service regarding all services the customers may have (cable/internet/home phone). Provided accounting duties to balance my daily bank count.

Skills Used

ICOMS/Navigator systems. Trained on all office equipment: printer/photocopier and document files. Opening/Closing duties and at the end of the day, I must balance my cash drawer in conjunction with all payments made.

Billing Agent

Time Warner Cable - Austin, TX

September 2012 to July 2014

Provided Billing Support

Supported customers who have questions about their bill, existing services or potential service enhancements and ensure that expectations have been met prior to ending the call

Worked with customers who have accounts that are in past due status to ensure that they understand their options and do not experience any disruption in service

Educated customers as to how to solve similar billing issues

Listened to customer concerns and diffuse frustration by providing options and solutions

Work was closely supervised and reviewed for completeness and accuracy

Ensured Customer Satisfaction - Internal and External

Worked independently and in teams to ensure the success of Time Warner Cable

Understood customer needs and expectations on every call to ensure an exceptional customer experience

Received and responded to a high call-volume of telephone inquiries from internal and/or external customers and provided expert advice and solutions through problem resolution

Provided all pertinent information to the customer and document it using the appropriate call-tracking system to ensure first contact resolution

Developed and maintained a strong product and customer service knowledge based on a continuous basis via internal training opportunities, external sources, and self-education

Met department attendance and policy standards

Retention Agent-Time Warner Cable

Austin, TX

Retention duties

Handle inbound disconnect/downgrade calls from existing customers

Responsible for skillfully retaining customers through positive customer relationship building

Diffuse the irate customer situation by utilizing strong listening skills and probing techniques

Identify reason(s) for disconnect and overcome objections in an effort to retain the customer

Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers

Effectively transition from the save to upgrading the customer to additional products and services

Provide exceptional customer care across all call types including escalations, technical support and billing

Track the primary reasons for requests to disconnect service in specific geographic areas by competition and forward the information to the appropriate departments for further investigation

Take ownership of customers' concerns and act as a primary contact, providing name and telephone extension to help build confidence

Act as intermediary between customer and appropriate departments to ensure customer satisfaction

Maintain knowledge of all marketing campaigns, competitive campaigns/pricing, save offers, and make appropriate use of campaigns/save offers in retaining customers

Provide explanation and interpretation of billing system information

Punctual and consistent attendance maintained. I worked overtime and weekend hours, as needed

Provide one call resolution of all customer inquiries and concerns

Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner

Perform other related duties as assigned

Lead sales-shoes

Nordstrom Rack - Austin, TX

September 2009 to January 2012

Developed new customer relations through telephone contact and sales activity. Increased customer loyalty through [Rack Rewards and Rack Insider].Consistently praised by management for the quality and timeliness of reports, attention to detail, exemplary customer service delivery and team-player attitude. Excelled within deadline-intensive environment, ensuring accurate and on-time completion of all projects. Consistent record of improving productivity, reducing costs, and resolving complex departmental issues.

Night Manager/Furniture Customer Service

Crate and Barrel

October 2004 to April 2009

Austin, TX

Reduced annual employee training costs by more than 10% by revising and implementing new company division policies and procedures. Improved communication efficiency as primary liaison between departments, clients and vendors. Systematically increased office organization by developing more efficient filing/documenting system and customer database protocols. Processed accounts receivable and accounts payable. Liaised with vendors to order and maintain inventory of office supplies. Assisted in all areas of administrative work including data entry, receptionist duties, file organization, research and development. Performed accounts receivable duties including invoicing, cash application, researching chargebacks, discrepancies, issuing credit memos, reconciliations and responding to customer requests for documentation.

Education

Associates

University of Phoenix

2011

Bachelor of Science in Business (HR Management)

University of Phoenix

2016- October

Skills

Sabre knowledge within the travel industry (Midway, American, and America West former employee). Travel agent for Interline Travel (hotels, cars. cruises, airlines).

Additional Information

Keywords

Business analyses, documentation, research, human resources, project management, and travel arrangements.

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