Microsoft Office (Word, Excel,

Outlook) Goldmine Software

Sales Force CRM, Sugar CRM

Heavy Phones with Multiple

Lines

General Office Duties (Faxing,

Coping, Filing, Mail, Typing

Letters and Memos)

Community management on

Social Media Platforms

Customer retention

Customer order management Regulatory compliance

Complaint resolution Customer relationship

management

Report generation Transaction processing

Call management Dispute investigation

Consultative sales Call triaging

Refund management Account updating

Product promotion

Keri L. Vivenzio

925-***-****, adkmok@r.postjobfree.com

Professional Summary

Hardworking Customer Support Specialist offering skills in managing customer expectations and resolving concerns in growing business environments. Sales and service expert with solid record of accomplishment in exceeding performance targets while maintaining exceptional quality standards in all interactions. Knowledgeable about knowledge industry protocols and best practices.

Skills

Experience JANUARY 2020 - CURRENT

Customer Service Specialist

Wayfair

Provide service to customers while building a relationship with the customers that are seeking assistance with pre-order product questions and post-order issues such as wrong product received, handle partial cancellations and Canadian transit issues.

Maintain customer satisfaction, efficiency metrics and issue resolution targets.

Navigate multiple software applications and technologies Use conflict management skills with escalated situations for both small and large parcel items

SEPTEMBER 2015 - NOVEMBER 2017

Student Success Coach

ANIMATION MENTOR, THE ONLINE ANIMATION SCHOOL

KV

Recruited new students and guided them through enrollment and registration process.

Coordinated Online Campus Tours-Via zoom, took students through the complete website going over supported options as well and the whole financing process.

Promoted early bird registration, and any other promotions being offered.

Set up, guided & attended graduation for all student along with running our Animation Mentor booth at CTN Animation Expo.

JANUARY 2014 - JANUARY 2015

Domestic Undergraduate Admissions Representative I ACADEMY OF ART UNIVERSITY SAN FRANCISCO, CALIFORNIA Consistently demonstrated willingness to ensure that students are setup for success by providing superior services and support. Communicated accurate, current, and comprehensive University knowledge; i.e.

Academic programs, financial aid resources, policies and procedures. Maintained current knowledge of Higher education industry trends and best practices.

Recruited new students and guided them successfully through enrollment and registration processes.

Coordinated prospective student meetings and/or campus tours. Daily utilization of student information databases and software programs e.g.

PeopleSoft, Cisco, Salesforce, Outlook, Workday, Microsoft Word, Excel, and PowerPoint.

Submitted correct documentation for student's registration including handling transcripts, managing student schedules, and enrollment paperwork.

Effectively managed a portfolio of 1000+ students. Executed all job duties in a manner compliant with all accreditation requirements as well as state and/or federal laws and regulations. Maintained the ability to be highly organized, detail orientated, and self-sufficient.

Ability to adjust to fast-paced environments and rapidly changing protocols.

Facilitated weekly meetings with team members regarding policy and procedure reminders.

Conducted specialized presentations to ensure comprehensive product knowledge i.e., information about Academy's academic programs and resources available to students.

JANUARY 2012 - JANUARY 2013

ANNUITY SYSTEMS OAKLAND, CA

Managed small-to-medium size business accounts after acquisition to renewals by providing excellent customer service to drive client's success to result in continued revenue generation. Analyzed client's needs and decide whether internal or vendor assistance is needed to provide custom development or other technical services.

Worked with Technical Support, other Account Managers, Finance, and Sales Directors.

Quoted accurately using SugarCRM, Microsoft Office, and Adobe PDF. Ensured clients understand their subscription agreement and adhere to it.

JANUARY 2006 - JANUARY 2012

SKIN CARE BY LAUREN OAKLAND, CA

Involved in the development of the business plan.

Developed new company advertising strategies.

Managed to make 100 telemarketing calls per day.

Business-to-Business advertising.

Product ordering and management.

Managed appointments.

Managed account receivables.

Managed account payables.

JANUARY 2005 - JANUARY 2006

Territory Market Manager

INDEPENDENT DISTILLERS INC CA

Responsible for new business production in the Sacramento Valley territory.

Managed, trained and supervised sales representatives from Frank-Lin Wine & Spirits.

Consistently cold calling and prospecting 50-150 accounts Maintained VIP accounts.

Handled new business spirit and wine product accounts. Responsible for maintaining client relationships by serving as an in-house liaison between the firm and the client.

Maintained client purchase orders.

JANUARY 2003 - JANUARY 2005

Final Documents Processor

AFFILIATED FINANCIAL GROUP GREENWOOD VILLAGE, CO Responsible for document preparation.

Telemarketing residents between 100-125 calls per day. File maintenance including title policies, deeds of trust and appraisals. Daily interaction with clients to ensure accuracy and completeness of all documents.

Followed up on any trailing documents.

Data entry.

Daily customer service.

JANUARY 1996 - JANUARY 2003

Administrative Assistant

PRECISION CONCRETE ANTIOCH, CA

Telephone with multiple lines.

Responsible for all appointment scheduling.

Organized and maintained customer records.

Managed account receivables.

Managed account payables.

Sales and prospecting making 100-125 cold calls per day. Negotiated payment plans on delinquent accounts.

Education JANUARY 2003

Arapahoe Community College, Littleton, CO

JANUARY 1996

Antioch High School, Antioch, CA

Active with the school district in developing new curriculum Student Leadership

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