Customer Service Administrative Support
Resume:
Melody Klaar
Peoria, AZ *5381
m: 602-***-****
***********@*****.***
Professional Summary
Results driven leader with extensive experience in providing excellent customer service, administrative support, financial service support, and analysis of credit and documents
SUMMARY & EXPERTISE
Seeking to build a long-term career. Highly proficient with Microsoft Office Suite – Word, Excel, Outlook, Power Point. 17 years of high-level customer service experience. Collaborates well with others. Focused, detail, and production orientated. Bilingual – English, and basic Spanish. Highly experienced with multiple operating systems, and adapting to new systems easily. Solution focused, innovative thinker. Strong analytical and mathematical skills. Credit and document processing experience.
Professional Experience
Lyft, Phoenix, Arizona
November 2023 - current
DRIVER/CUSTOMER SERVICE
Realtor.com, Phoenix, Arizona
March 2021 – January 2022
CUSTOMER SUCCESS REPRESENTATIVE
●Made 300+ outbound cold calls daily to identify client's needs and respond by providing superior service and resolution.
●Provided successful connections between potential home buyers to real estate agents and brokers to move the business forward
●Continuously exceeded all goals set for metrics
●Assisted management in coaching other employees
●Represented realtor.com in a professional manner. I.e. by phone, email and text message communication.
MakeSpace, Phoenix, Arizona, September 2020 – February 2021
CUSTOMER EXPERIENCE SPECIALIST
●Supported clients, operations, and billing with website and portal support.
●Interfaced with all 36 operating areas communicating with markets from NY to LA
●Provided superior service when dealing with escalations
●Carried out extensive and thorough research into accounts and executed the processing of payments.
●Attended, engaged, and participated in a wide variety of business committees and provided support to employees with training inquiries and incoming work requests.
●Successfully utilized Microsoft Office, Slack, ZenDesk, and many internal company interfaces
●Assist with billing queries, arranging appointments, and duties as assigned
●Top performer in all metrics
PetSmart, Glendale, Arizona, July to December 2019
PETSHOTEL RESERVATION SPECIALIST
●Served an integral role by answering incoming phone calls from pet parents and providing exceptional customer service.
●Guided customers through the reservation process.
●Escalation point of contact for a wide range of customer concerns with a focus on maximizing satisfaction and retention.
●Ensured the meeting and surpassing of all goals tied into each call, including revenue per hour, quality assurance, and talk time.
Shamrock Foods, Phoenix, Arizona, April to November 2018
CUSTOMER CARE SPECIALIST
●Furnished in-depth support to Shamrock customers by conducting the entry of customer submitted orders from phone, email, or fax.
●Established and cultivated close and lasting customer relationships and rapport to develop a strong understanding of their business needs.
●Operated in a pivotal capacity by overseeing all 4 states Shamrock services via email boxes and completing tasks as assigned.
●Administered a wide range of customer concerns through effective employment of active listening techniques.
●Performed the evaluation of exception reporting designed to prevent errors, as well as providing recommendations on modifications to customer orders.
●Interacted with customers to provide them with information on order and delivery issues, complete post-delivery surveys, and administer product recalls.
●Conducted research into and resolved various customer delivery issues via phone and email.
Vixxo, Scottsdale, Arizona, March 2017 to April 2018
CUSTOMER SERVICE COORDINATOR
●Collaborated with customers and management to ensure the meeting of critical SLA deadlines and prioritization of tasks.
●Communicated with both contractors and client via email and phone to resolve outstanding requests.
●Handled project management tasks including employee ticket creation portals to administer customer requests and special projects/reports.
●Piloted the creation & development of data entry and intake for operations.
●Fostered in-depth relationships with service contractors to allow the meeting of customer expectations while minimizing customer costs.
●Handled the collection of all necessary details and developed scope of work for clients via cross communication (email, phone, or fax).
●Created and developed a database of subcontractors for clients from scratch.
●Orchestrated the recruitment and hiring of new contractors as necessary and carried out the collection of COI/W9 information for processing.
●Navigated the negotiation and closing of deals with contractors to allow for the completion of work before deadline and under budget.
●Administered the gathering of city permits and coordinated beyond expectations as necessary.
●Oversaw the scheduling and dispatching of a wide range of projects simultaneously for facility maintenance modifications from beginning to end.
●Achieved substantial success by following through all projects upon completion for AP/AR purposes.
Progrexion/Lexington Law Firm, Phoenix, Arizona, November 2016 to February 2017
CREDIT CONSULTANT
●Devised and provided client solutions to allow for the achievement of a higher credit score.
●Worked with clients directly to resolve credit issues and concerns in all aspects.
●Cooperated with customers to implement significant improvements in credit scores pursuant to the FCRA.
●Communicated with Experian, Equifax, and TransUnion for processing credit report updates and corrections.
●Prospected for, identified, and capitalized on cross-sell credit repair services.
●Partnered with customers to develop an in-depth understanding of their needs and operated with a focus on meeting and exceeding these needs.
Freedom Financial, Tempe, Arizona, May 2015 to January 2016
CREDIT CONSULTANT
●Helped clients with website and portal support.
●Provided information to clients regarding their financial resolution, debt consolidation.
●Provided insight into creditor requirements in order to resolve credit issues.
●Carried out extensive and thorough research into accounts and executed the processing of payments.
●Attended, engaged, and participated in a wide variety of business committees and provided support to employees with training inquiries and incoming work requests.
●Successfully utilized Microsoft Office, MAS, and INFOPRO computer systems.
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