Entry Specialist Customer Service

SELENA ZAVALETA

***** ****** ***** **** *****, Texas 76244

251-***-**** **************@*****.***

www.linkedin.com/in/selena-zavaleta

SUMMARY

A resourceful and results-oriented MANAGER, with a track record of success in office management, database development, human resources, staffing, customer service, medical records maintenance, and technical support. A creative and practical problem-solver. Excels at saving time and money. A perceptive and motivational manager, with extensive experience in hiring, training, and supervising staff.

EXPERIENCE

SMART START IGNITION INTERLOCK, Grapevine, Texas

Call Center Customer Service Specialist, 2018-2021 Managed customer accounts and met company account management expectations by assisting clients with their alcohol monitoring device while adhering to company standards, policies, and procedures. Accomplished these in a way that was consistent with Smart Start Inc. mission statement.

● Taking 50 – 100 calls per day in a high volume inbound call center.

● Provided product support and training for current Smart Start clients ranging from basic and routine to moderately complex, requiring the ability to research various resources while effectively communicating with the customer all while using on-line materials, or seeking assistance from senior leadership.

● Maintained accurate client records by notating the account for court and driver license agencies around the country.

● Used problem solving and decision-making skills to assist clients, technicians, and other state agencies while multitasking proficiently in a Windows Operating System, SMARTRAC, and TEAMS messaging.

● Showed dependability and commitment to schedule adherence

● Followed all policies and procedures, and adhered to all standards. KFORCE EMPLOYMENT AGENCY/ XPO LOGISTICS, North Richland Hills, Texas A/R Corporate Collections Specialist / Data Entry Specialist, 2017-2017 Managed customer accounts and met company account management goals and expectations by assisting with clearing past-due accounts while adhering to company standards, policies, and procedures. Accomplished these in a way that was consistent with XPO Logistics mission statement.

● Cutting-edge Fortune 500 supply chain company completing over 200 customer invoices in a timely manner for companies like Disney, Pepsi & Toyota.

● Maintained accurate records of past-due invoice account activity while using and understanding of rule sets/rate aids and contracts.

● Identified collections issues and forwarded them to Resolver Group for dispute resolution.

● Showed strong computer knowledge of Microsoft Office (Excel), Mainframe, Oracle, and GetPaid systems.

● Followed all policies and procedures, and adhered to all standards. RENT-A-CENTER/ACCEPTANCE NOW, Addison, Texas

Corporate Collections Specialist, 2016-2017

Managed customer accounts and met company account management goals and expectations by assisting with clearing past-due accounts while adhering to company standards, policies, and procedures. Used collection team to complete pickups and service calls. Accomplished these in a way that was consistent with the RAC mission statement.

● Coordinated with the sales team to assist in clearing past-due accounts.

● Maintained accurate records of past-due account activity.

● Completed over 600 customer service calls in a timely manner.

● Followed all policies and procedures, and adhered to all standards. RENT-A-CENTER/ACCEPTANCE NOW, Mesquite and Arlington, Texas Manager, 2014-2016

Led the efforts of a team and was a dynamic, committed mentor to my staff. Developed and executed sales programs to increase profits in my store. Set and met aggressive goals for store performance and customer satisfaction, while training and motivating co-workers to effectively market the rent-to-own program to credit-constrained customers. Tracked the success of our programs by monitoring weekly, monthly, and quarterly performance and financial reports, making adjustments as necessary while communicating regularly with our District Manager. Managed co-workers’ schedules, communicated with customers to promote timely payments, and performed other management duties. Estimated and quoted prices for merchandise, credit, contract terms, and extended warranties. Addressed customer questions and concerns regarding products and prices. Delivered exceptional account service to strengthen customer loyalty, along with building and maintaining a strong relationship with customers. Maintained a business relationship with host-partner-store on a daily basis. Created payment arrangements with customers and scheduled returns. Placed marketing calls to potential customers and performed store audits. Filed legal charges and attended a mediation meeting, when needed. Performed employee pre-screens and prepped potential candidates for hire.

● Successfully tracked records of growing revenue, and managed budgets and P&L.

● Proven ability to network, recruit, train, and develop employees.

● Trained new hires for placement in other stores in our district. RENT-A-CENTER/ACCEPTANCE NOW, Dallas, Texas

Assistant Manager, 2013-2014

In partnership with the Store Manager, I developed my leadership skills and ensured day-to-day business operations ran smoothly. As an organized, outgoing, and experienced professional, increased sales and revenue targets through targeted sales conversions and collection practices. Attractively merchandised the showroom floor. Managed inventory and assisted with product delivery, service, and returns, while gaining hands-on experience managing a Rent-A-Center and Acceptance Now store location.

● Handled a significant amount of money on a daily basis and made daily deposits in the bank.

● Processed multiple transactions in a timely manner while handling business paperwork at opening and closing of each day, via company reports.

● Prevented store losses, using awareness and attention-to-detail processes.

● Made arrangements for returns.

● Properly trained new employees to handle standard job qualifications in a fast-paced environment.

● Developed relationships and earned a reputation as a professional, which led to a promotional opportunity to a manager position.

ADDITIONAL EXPERIENCE

KELLER WILLIAMS REALTY, Administrative Assistant Garland, Texas, 2006-2007. Entered data on the Internet and built databases for mass-mail advertising campaigns. Assisted with open houses. DOPA, TRAUMA ONE, Medical Records Custodian, Garland, Texas, 2005-2006. Maintained medical records for doctors and ten office locations. Prepared all medical records for injury case litigation. LABOR ALL PERSONNEL SERVICES, Human Resource Assistant, Garland, Texas, 2005. Interviewed potential workers, administered drug tests, and wrote assessments. When companies requested temporary workers, wrote proposals detailing costs. Entered payroll data into e-Impact and Texas Workforce databases. EDUCATION

RICHLAND COMMUNITY COLLEGE, Dallas, Texas

Associates of Arts - 2018

UNIVERSITY OF TEXAS AT DALLAS, Dallas, Texas

B.S., Psychology/Education, in progress

CERTIFICATION

Microsoft Excel, New Horizons, 2018

Real Estate Certificate, Richland College, 2006

COMPUTER SKILLS

Windows Operating System, Windows (XP through 10), Microsoft Office Suite, Publisher, Adobe Photoshop, SMARTRAC, Instant message programs: Spark, TEAMS, Mainframe, Oracle, and GetPaid systems

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