Customer Support Specialist, Open Availability, Zendesk, Slack, MS

Location:

Antioch, CA

Posted:

September 10, 2024

Contact this candidate

Resume:

Brandi McMorris 925-***-****

**** ******* ***, *******, ** ***************@*******.***

OBJECTIVE:

To obtain a position where my skills and years of experience will be utilized to support business goals, promote the mission, and positively respond to our community.

CORE COMPETENCIES:

EMPLOYMENT:

November 2021 – January 2022 Customer Support Specialist, (Temp) Able, San Francisco, CA

• Provided friendly customer service, fielded timely customer inquiries, and coordinated department transfers

• Analyzed and generated reports, achieved goals, objectives, and contract obligations, and met deadlines

• Provided customer support, resolved complaints, created electronic profiles for new customers, data entry

• Conducted account updates, negotiated financial agreements, and reconciled accounts, and met deadlines

• Prepared documentation for job start-ups, created and implemented safety manuals and training binders

• Ordered business and office supplies, reviewed and interpreted third-party invoices for accurate payment April 2019 – August 2019 Community Support Specialist (Temp), Instacart, San Francisco, CA

• Facilitated quality customer service and managed inbound support tickets and timely electronic messaging

• Reviewed, investigated, and resolved a high volume of incoming customer support tickets and fixed issues

• Managed ticket queue database, performed data entry, and recorded updates in real-time to departments

• Assisted in troubleshooting and fixed system issues, educated customers on online and application access

• Maintained customer files regularly, secured confidential information, and ensured company protocols, etc. January 2020 – March 2020 Customer Service Representative (Temp), Heritage Bank, San Ramon, CA

• Provided friendly customer consultation services, accurate cash handling, and managed cash drawers

• Balanced vault and conducted branch sales for a variety of financial services, secured monies and assets

• Regularly referenced and adhered to financial regulations and procedures, achieving workload and goals

• Data entry, recorded and maintained client information in databases, and updated client financial profiles

• Communicated with customers regarding account changes and customer inquiries and resolved concerns September 2001 – July 2009 Consumer Underwriter, Wells Fargo Bank, San Francisco, CA

• Determined eligibility for customer financial leases and loans and successfully maximized portfolio volume

• Ensured consistency, quality, and profitability standards of the bank were achieved and developed reports

• Regularly determined intuitive banking decisions, reviewed credit history, income, and collateral verification

• Provided recommendations based on consumers’ character, credit history, and analysis of financial status

• Calculated debt-to-income ratio, developed appropriate payment plan, and generated and submitted reports

• Increased revenue and limited exposure, conducted research regarding legal guidelines and market trends General Office Administration Served Diverse Populations Bilingual – Basic Spanish Oversight & Supervision Peer Training & Supervision Banking – Teller & Underwriter Friendly Customer Service Establish Community Partners Fiscal Auditing & Reconciliation Data Entry & Word Processing Outreach & Marketing Maintains Confidentiality CRM – ZenDesk & Slack Property Management Accurate & Timely Reporting September 2001 – January 2003 Personal Banker, Wells Fargo Bank, San Francisco, CA

(Received multiple promotions for performance)

• Provided friendly customer consultation services, accurate cash handling, and managed cash drawers

• Balanced vault and conducted branch sales for a variety of financial services, secured monies and assets

• Regularly referenced and adhered to financial regulations and procedures, achieving workload and goals

• Data entry, recorded and maintained client information in databases, and updated client financial profiles

• Communicated with customers regarding account changes and customer inquiries and resolved concerns

• Recommended financial products and services for customers, determined eligibility for home equity loans

• Attained and retained customers, reconciled bank errors, and executed daily transactions and other duties October 2019 – December 2019 Front End Office Specialist (Temp), Waterton Property, Hercules, CA

• Served diverse population, managed phone lines, and served residents in the leasing office for 200+ units

• Provided services for Section 8 units, maintained over 95% occupancy while increasing monthly renewals

• Conducted community outreach to increase tenancy and screening for suitability, and securing information

• Functioned as a liaison between the property and the vendors, collaborated with state and local agencies

• Assisted in facilitating and transferring confidential site information for a change of ownership for a property

• Updated marketing and outreach materials, performed data entry, recorded tenant information accurately

• Coordinated tenant requests and provided maintenance oversight for service calls and code compliance November 2017 – July 2018 Leasing Specialist, FPI Management - Property Management, Antioch, CA

• Customer service, prepared lease agreements, and conducted credit and background checks for 200+ units