Center Representative Agent

Annett

Engleton

********@*****.*** 253-***-****

Spanaway, WA 98387

PROFESSIONAL SUMMARY

Organized and dependable team player successful at managing multiple priorities with a positive attitude, and a history of meeting company goals utilizing consistent and organized practices. Efficient and precise with commitment to finishing jobs quickly and accurately. Proven to work closely with coworkers to achieve company goals.

SKILLS

●Alphanumeric Entry

●Data Compilation

●Multitasking and Prioritization

●Data Verification

●Customer Relation Management

●Self-Starter/Attention to Detail

WORK HISTORY

Housing Processing Specialist Apex Systems/NYS OTDA 05/2021 - Current

Assist New York State's low and moderate-income households eligible for the Emergency Rental Assistance Program (ERAP) by curing their rental arrears.

● Review and validate applicant tenancy, tenant-based rent subsidies, rent arrears and landlord verification.

● Successfully process 45-60 complex rental arrears applications daily for payment.

● Earned "Super Specialist" status; help assist teammates with ERAP eligibility questions.

● Hand-picked by Supervisor to work on Special Projects.

Contact Center Representative United Call Helpers 11/2017 - 12/2020

Made outbound calls to self-employed individuals to provide essential information and the qualifications for acquiring health insurance.

●Adhered to company policies and scripts to consistently achieve call-time and quality standards.

●Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions. Then scheduled appointments for Brokers to sell policies.

●Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.

●Delivered excellent customer service, resulting in consistent 95% customer satisfaction rating.

Customer Service Specialist GlobalTranz 12/2016 - 10/2017

Provided fast and reliable end-to-end logistics solutions through transportation services.

●Made 100+ calls daily to truck owners to determine their interest, and number of Semi-trailer and flatbed trucks available to move loads.

●Obtained information on the location of trucks, their planned destinations, and arrival.

●Updated truck availability in database.

●Promoted repeat business.

Contact Center Agent Sirius XM 04/2015 - 12/2016

Assisted customers with account problem solving, review of payments, dispute debit and credit card purchases.

●Ensured timely and accurate resolutions for customers through cross-collaboration with other departments, and provided status updates to customers when the problem could not be resolved during initial call.

●Evaluated customer service histories to identify trends, using data to mitigate future issues.

●Used customized computer system to enroll and document customer support issues and organize client records.

●Delivered an experience resulting in the retention of existing customers, and development of customer loyalty.

House Manager Freelance 03/2012 - 12/2014

●Set appointments for home repairs and maintenance

●Supervised other household staff to ensure the house stayed neat, clean, and organized.

●Provided tutoring and child care services.

EDUCATION

High School Diploma

Zoila D. Santos Pineda - Honduras

Certification

Bridging The Gap

- 2020

Medical Interpreter

LANGUAGES

Bilingual

- English/Spanish

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