Customer Care Service

Yvonne Olivares

***** ***** ****** ********, ** *2592 C:760-***-**** *.**********@*****.***

QUALIFICATIONS SUMMARY

An innovative results-driven Bilingual Administrative Professional who’s experienced in working in fast-paced environments that demand strong interpersonal, organizational, and technical skills. Committed to superior customer service while confident and poised in interactions with individuals at all levels. Detail-oriented and resourceful in completing projects; able to multitask effectively; trustworthy and ethical.

SKILLS:Bilingual/Fluent Spanish,Spreadsheets & DataEntry, Meeting & Event Planning, Records Management, Customer Care & Follow- up, Scheduling & Calendar Management,empathy, communication, adaptability, efficiency, relationship building, problem-solving, product knowledge, and digital literacy.

COMPUTER COMPETENCIES:

Operating Systems: Mac, Windows, Android

Microsoft Office Suite: Gmail, Excel, One Note, PowerPoint, Publisher, Word, Google Docs Cloud Computing: Google Drive File Stream, Dropbox

CRM: Sales Force, Podio, Firepoint, Service Trade, Maximo EXPERIENCE HIGHLIGHTS

Nations Fire Protection 7/2023- 8/24/2024

Lead Operations Account Representative

● Investigate and resolve escalations

● Database integrity

● Dispatching

● Supervision of Level 3 Account Reps

● Billing

● Internal and External Customer support

● Incoming and outgoing calls

Kuubix Global: 7/2022- 01/2023

Lead Cash Collections & Lead Customer Care Coordinator:

● Invoice generation

● Database integrity

● Tracking incoming payments

● Supervision of Level 1 Customer Care Coordinators

● Compensation reviews

● Support Finance Escalations

● Investigate and resolve escalations

● Develop positive relationships and report with internal teams Freedom Forever:8/16/2018-7/2022

Yvonne Olivares

31900 Corte Algete Temecula, CA 92592 C:760-***-**** *.**********@*****.*** Reputation Management Specialist

● Maintaining a favorable brand image of the company and its products

● Monitoring the social media accounts to determine the engagement of the audience

● Assist in the resolution of BBB, and social media complaints

● Responding to Internal and External reviews

● Coordinate with Regional Branches for resolution for customer issues

● Maintaining partner relations with solar partner companies

● Assigning a Special Person of Contact (SPOC) for reputation management cases.

Escalations Coordinator

● Assist in the resolution of major product or service problems.

● Submission and management of legal tickets for escalated cases.

● Requesting and Coordinate Subcontractors for BIDs and repairs

● Submitting payment requests for Subcontractors

● Update all inquiries in the Escalation workflow via Podio and Portal

● Filing Preliminary and Full Liens through Level Set

● Recommend potential processes or services and improvements to management based on areas issues that arise

● Become an advisor to all Support departments

● Assigning a Special Person of Contact (SPOC) for dealing with escalated cases Customer Support Specialist III

● Support Finance Escalations

● Correspond with Finance companies on resolution and a path forward.

● System Performance Claim Request review and input into Customer InformationApplication.

● Review the print documentation for accuracy and completeness.

● Identifycontract type and determine if a systemadd-on is needed.

● Review the Settlement for accuracy and completeness

● Understand different Finance leases, loans and be able to reach out to customers

● Investigate and resolveescalations and handle themin a professional and confidential manner.

● Develop positive relationships and rapport with internal teams Customer Support Specialist II

● Processing Customer Compensations

● Assisting with Level I escalated customers

● Responding to all inquiries promptly

● Communicating as a team to ensure a smooth workflow

● Assist in communicating escalated system performance concerns Yvonne Olivares

31900 Corte Algete Temecula, CA 92592 C:760-***-**** *.**********@*****.*** Customer Support Specialist I

● Communicating as a team to ensure a smooth workflow

● Answer all incoming calls and answer questions.

● Route to the appropriate team to assist inanswering questions when needed

● Interacting in our CRM for assistance

● Assist customers with general concerns and inquiries

● Appointment confirmation

True North Funding/KSARG Inc.– 6/18-01/19

Executive Administrative Assistant

● Trained sales agents in working with their customers in order to obtain customer referrals as well as properly completing all the related paperwork

● Designed, created, and published a multi-page newsletter and calendar for our organization with monthly distribution.

● Routinely edited, proofed and published enticing contest flyers that were both graphics and charts detailed containing reward and qualification information.

● Performed administrative and secretarial support in a variety of tasks

● Informs management staff of urgent issues, project due dates, upcoming meetings, and scheduled events

● Maintains calendars, schedules meetings and makes conference and travel arrangements, and organizes materials for approval and signature

● Receives and fields incoming telephone calls and visitors; responds to inquiries, resolves complaints and provides information regarding departmental programs, policies and procedures; refers callers and visitors to appropriate staff as appropriate for specific projects and concerns.

Keller Williams 8/2015 - 05/2018

Market Center Administrator

● Performed administrative and secretarial support function

● Managed a direct market center in excess of 125 agents

● Trained sales agents in working with their customers in order to obtain customer referrals as well as properly completing all the related paperwork

● Designed, created, and published a multi-page newsletter and calendar for our organization with monthly distribution.

● Routinely edited, proofed and published enticing contest flyers that were both graphics and charts detailed containing reward and qualification information. Yvonne Olivares

31900 Corte Algete Temecula, CA 92592 C:760-***-**** *.**********@*****.***

● Informs management staff of urgent issues, project due dates, upcoming meetings, and scheduled events

● Maintains calendars, schedules meetings and makes conference and travel arrangements, and organizes materials for approval and signature

● Receives and fields incoming telephone calls and visitors; responds to inquiries, resolves complaints and provides information regarding departmental programs, policies and procedures; refers callers and visitors to appropriate staff as appropriate for specific projects and concerns.

Wells Fargo Bank N.A 12/2009-06/2013

Personal Banker II

● Supervised Tellers

● Provided financial and credit services

● Use of profiling tools to identify cross sell opportunities

● Mange customer portfolio and maintain relationships

● Deliver effective sales strategies and monitor the progress of new and existing financial products.

● Assist with balance inquiries, statement requests, stop payments and other deposit account-related needs.

● Provide customer issue resolution; research; inquiries.

● Ensured branch compliance with audit and security standards, policies and procedures, and loss prevention measures.

EDUCATION

Associate of Arts Degree- Palomar College- San Marcos,CA High School Diploma– Orange Glen High School - Escondido,CA REFERENCESProfessionaland Personal References available upon request.

Contact this candidate