Customer Service Advocate

Theresa Lynn Evans

Remote or Tulsa, OK 918-***-**** **********@*******.***

Professional Profile

Highly Motivated and successful customer advocate with experience in customer-focused metric-driven environments. Professional experience with high volume and subsequent resolution of escalated customer, executive, and third-party complaints, while meeting all key performance indicators. Successful in motivating co-workers and providing insights that help people across the organization to make better decisions.

Education

Pryor High School – Received Diploma. 3.9 GPA

Rogers University – Associate Degree 4.0 GPA – Major Chemistry

Skills & Abilities

Exceed in problem solving and providing solutions based on company objectives and customer needs. Success in providing outstanding partner and client satisfaction leading to a successful and rewarding career in customer service.

Areas of Expertise

Rapport-Building & Active Listening

Inbound & Outbound Call Management

Objection Prevention & Handling

Account Resolution Professional

Computer Software

Microsoft Office Suite including

PowerPoint,

Word,

Excel

Outlook

Google Docs

Work Experience

SYLVAN ROAD - UTILITIES COORDINATOR: JULY 2022 - OCTOBER 2022

Responsible for managing new utility activations related to the move-in and move-out of the residents living in the company’s rental homes.

Work with utility companies to establish and disconnect services to these homes at the appropriate times.

Process the associated invoices and collaborate with the accounting department to ensure services providers are paid in a timely manner.

Supporting the field operations of a residential single-family real estate investment trust operating in several markets throughout the United States.

HOME WARRANTY OF AMERICA/AIG - OFFICE OF THE PRESIDENT/CONCIERGES: JANUARY 2020 - JUNE 2022

Responsible for reviewing, reporting, validating and analyzing complaints from HWA (Home Warranty of America) related complaints from: Better Business Bureau, Legal Cases, Appeals, Department of Insurance and social media.

Resolve escalated customer, executive level and third-party complaints via emails and phone calls utilizing multiple strategies to de-escalate situations at hand.

Working with third party Contractors ensuring correct and timely work completion.

Communicating directly with Customers, Realtors and Account Executives regarding contracts and Warranty coverage information and expectations.

Responsible for handling all complaints in the expected turnaround time given; assure all responses are written professionally, accurately and delivered within an established SLA’s to mitigate risk.

TWO MEN AND A TRUCK - CUSTOMER SERVICE REPRESENTATIVE/QUALITY CONTROL COORDINATOR: JANUARY 2018 - JULY 2019

Answer Inbound Calls and organize workflow, schedule appointments for move-ins and move-outs by collecting customer’s information and preferred dates and times.

Operate and dispatch calls pertaining to orders, products and deliveries.

MAGELLAN MIDSTREAM PARTNERS - ONE CALL COORDINATOR: AUGUST 2016 - JUNE 2017

Processed One Call Tickets for digging activity close to pipelines.

Used mapping and other policy and procedures to determine proximity to pipeline.

Dispatched field operators for emergencies and location verification.

References

Kari Givens – Team Lead, NRG Energy. Ph # 918-***-****

Diane Jackson – LPN, Personal Reference. Ph# 918-***-****

Emily Freeman Co-Worker Reference Ph 918-***-****

Contact this candidate