Customer Service Call Center

KURT MAURO

**** ***** ****** ******* *** *-***

Pflugerville, TX 78660 · 512-***-****

********@*****.***

I have over 5 years of experience working in a call center environment and over 10 years of experience in the customer service field. During this time, I have enjoyed being able to assist both business partners and customers with their concerns. Working in customer service field has taught me that each interaction is unique and you must be able to adapt quickly and listen carefully to provide the proper assistance for each situation. I believe the best way to achieve this is to be well organized and upbeat about the job you are performing. Being organized allows me to be sharp and focused in a fast paced and ever-changing environment. I love being able assist customers and business partners daily. If I am selected for this position, I will dedicate myself to learning new techniques that will only enhance my level of quality service that I strive to provide.

EXPERIENCE

4/25/2018 – PRESENT

Americas Guarantee/Claim Specialist, Vrbo

Assist and determine when to apply Book with Confidence Guarantee

Assist with review and processing cancel / refund cases

On applicable cases process cancel / refund cases for guests that qualify for a refund

Determine if a claim fits a protected incident under the Book with Confidence (wrongful cancellation / Fraud / SNAD / Health & Safety Issues)

Gather information for processing claim and submitting payouts

Assist with training of new agents and monitoring Slack chats to answer questions asked from other teams and agents

Product Support Representative IPM, Vrbo

Take incoming calls from integrated partners

Troubleshoot issues w/ different software

Identify communication errors and decide of problem needs to be escalated to

Tier 2 team or Technical Support

Assist with billing questions and disputes

Assist with uploading new properties

Assist with deactivation and confirming new integrated accounts

Handle requests via phone and email

Trust and Security Representative, HomeAway/ Vrbo

Take primarily inbound owner calls and emails. Help resolve incidents reported by travelers. This can be misrepresentation, damage deposit disputes, and non-refunded reservation cancellations. Review accounts for reported incidents for possible dismissal recommendations. Primarily handle Premier Partner reported incidents.

Use tools to identify potential fraud, phishing, or suspicious activity. Help owners re-secure accounts when phishing has been reported or identified. Use tools to review new accounts for possible fraud. Take appropriate actions when fraud has been identified and notify any potential travelers who would’ve been in touch with the fraudulent owner.

Assist with Trust & Security Resolutions when needed.

Customer Support Representative / Traveler Care, Homeaway /Vrbo

Take inbound calls and emails from property owners and travelers. Assist w/ site use and processing requests for owners. This includes how to improve the listing position. Assist travelers w/ reservation concerns. This includes handling reservation requests (booking, cancelling, check-in info, and assisting w/ basic rebooking). Document and escalate (if need be) property complaints.

5/1/2014 – 6/24/2014

Payment Processing Specialist, Volusion

Work with Merchants on day to day basis via phone, CRM, and email Setup and troubleshoot payment processing gateways

Answer billing and fee questions Review accounts and assist with basic fraud and fraud prevention Perform daily tasks and projects assigned by team lead

5/2014 – 6/24/17

Payment Processing Specialist, Volusion

Work with Merchants on day to day basis via phone, CRM, and email setup and troubleshoot payment processing gateways. Answer billing and fee questions Review accounts and assist with basic fraud and fraud prevention. Perform daily tasks and projects assigned by team lead.

12/12 – 5/14

Social Media Moderator, Sears Holdings LLC

Moderate social media sites (Facebook, Twitter, Pebble ((internal)) for both Sears and K-Mart. Represented Sears executive team by reaching out to customers that voiced concerns with service and retail experiences. Also monitored general complaint sites to identify unresolved complaints. Monitored internal social media site, Pebble, to identify ongoing or new concerns raised at the store level.

EDUCATION

1/06 – 6/08

Associate Degree (Network Support Administration),

Draughons Junior College

SKILLS

·Customer Oriented

·Willingness to learn

·Great with working with others

·Organized and Fast Paced

·Customer Oriented

·Completing Multiple Tasks

REFERENCES

Rose Ann Preyer Austin, TX 512 -665 -9166

Patricia Lawrence Austin, TX 512 -296 -3359

Deon Farver Tampa Bay, FL 813 -957 -0894

Christopher Conner Murfreesboro, TN 731 -695 -2863

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