Customer Service Representative
Resume:
Elsa L. Reece
Lawrenceville, GA *****
********@**.***
SUMMARY OF QUALIFICATIONS
I am a tenured customer service representative with 10+ years’ experience providing superior services to customers in a dynamic business to business work environment. I take pride in contributing my wealth of knowledge and skill to make an impact in the customer service commercial real estate data and analytics industry. With an exceeding reputation of making an impact in a customer service driven work environment, I take pride in prioritizing and completing multiple tasks in a timely and efficient manner. In addition to possessing excellent writing, verbal, and organizational skills and is proficient in Microsoft Office Word, Excel, Enterprise, Salesforce, Power Point and AS400.
PROFESSIONAL EXPERIENCE
CoStar Group - Atlanta, GA
November 2014- Present
Customer Service Associate
Exceeded in completing 800+ monthly fulfillment order cases through Salesforce database for new and renewing clients for Apartments.com multifamily listings.
Build brand new Community listings for new clients
Correspond with Multifamily Research, Field Research, Sales, and Individual Owners Team to improve customer service processes
Assisted with multiple projects handling large data sets to make updates in efforts to improve data for our clients’ active listings.
Provided technical support to clients and renters.
Consistently build client relationships with Property Management Companies (including National Accounts).
Report and update new changes of management for multifamily communities
Supply our sales team with new Location Identification Numbers to assist with the contract creation processes.
Assist clients with listing updates including but not limited to Dashboard access, media, 3D Tours, Lead Reporting, Availability and more.
Manage a portfolio of client communities and listings, maximizing content by proactively seeking out new listings, enriching content and capturing current vacancy information
Assist renters with account access, navigating apartments.com and identifying available apartment rentals.
Contribute on a large scale of onboarding new clients and performing onboarding customer portal training processes.
Coach and mentor, a team of 5+
Analyze, investigate, and update listings flags reported on apartments.com for safety and antifraud precautions.
Identify revenue opportunities to move free listings to paid listings and upgrade advertising levels for paid listings
Liaison for photo, video, and Matterport appointments through Media Manager and other client operational departments
Actively promote Apartments.com Network “For Rent” signs, ensure the signs are dispatched and received to customer satisfaction
Community Researcher
Successfully captured and updated real time data for communities through call interactions
Completed 100+ updates daily and achieved 300+ outbound dials daily.
Achieved consistent monthly quality scores over 90%.
Performed high quality manual data entry updates to internal systems (Enterprise, Community Caller Application etc.) quality of the data transmitted into system mainframe
Responsible for the maintenance of data for complex call system
Experience of customer service, building rapport over the telephone and overcoming objections
Berkshire Hathaway Larson-Juhl, Norcross, GA
October 2007- August 2014
Receptionist/Customer Service Representative
Assistant to the Branch Manager of all twenty-one locations throughout the United States
Responsible for making flight and hotel arrangements for sales reps for regional meetings
Sole responsibility for scheduling meetings and locations for annual meetings
Sole responsibility for scheduling all meetings and appointments for vendors
Assisted with accounts payable concerning expense reports for sales reps
Thomasville, Buford, GA
September 2004-June 2007
Administrative Assistant /Receptionist
Responsible for the organization of high volume of customer service interaction
Responsible for screening incoming calls and forwarding them to the proper individual
Assisted with accounts payable, accounts receivable, and processing of invoices
Sole responsibility for answering multiple telephone inquiries from the public
Responsible for the greeting and screening of visitors to the retail store
Provided outstanding customer service on issues related to company products and locations
Provided information and acted as the liaison between multiple store locations
Assisted with the coordination of customer orders and shipment of furniture
Trevor Day School, New York, NY
January 1993-June 2004
Receptionist for 89th Street Building
Scheduled and managed appointments for Admissions Office
Coordinated arrivals and departures of visiting parents and guests
Maintained calm and orderly environment for reception area
Developed and maintained records for mass mailings to parents and alumni
Answered telephones inquiries and provided information in accordance with organization policy
Assisted with after school programs
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