Customer Service Representative Support Specialist
Resume:
Elizabeth BurgessMontenaro
/Customer Service Specialists/ Client Advocate
Chandler, AZ 85225
******************************@***********.***
Seeking a position, within a Company that I would be able to use my Customer Service experience and Advocate experience.
I have Call Center CSR experience. I strive for one call Resolution and take ownership of all my calls and duties while not only meeting but exceeding clients expectations. Meet and exceed all KPI's. Up sale and suggestive sales to clients as part of call, as suitable while exceeding sales goals.I have taught many different subjects. I have taught classes on Internet Searches, Interview Skills, Resume writing in my background includes, Seminar and Product Development, Implementation and presentation of Seminars on How to Freelance Model, while being represented by a Modelling Agency. I held Seminars at The Ohio State University- Fawccet t Center, located on Ohio State University Campus in Columbus, Ohio.
I strive and enjoy, making a real contribution to my employer success. I am flexible with my available work hours and am okay with Overtime and Weekend Work. Authorized to work in the US for any employer
Work Experience
COVID-19 Vaccination Support Specialist
Arizona Department of Health Services - Chandler, AZ February 2021 to Present
The current position I hold is Covid-19 Vaccine Support Specialist, I assist callers with scheduling an Appointment to receive the Covid-19 Vaccine. I also answer specific Covid-19 related questions, with emphasis on the Covid-19 Vaccine. Upon answering a call, I establish a mutual respect and trust with the caller and they know I am there to assist them anyway I am able. Caller also are aware, I may not know the answer they are seeking. I will and do refer them to the correct party that can provide them with valid, correct information and or answers to their questions or concerns.Verify, caller is parent and or guardian of minor child seeking Covid-19 Vaccine Appointment. I follow and obey all HIPPA Laws and requirements, whiling scheduling Covid-19 Vaccine Appointments. I ensure all information I input is correct and keep private as per HIPPA Regulations. I was asked to be a POC to my Supervisor the 2nd month I was employed. POC means point of contact, similar to Assistant Supervisor. I accepted the position and enjoyed the position. Earlier in May, my team and the majority of team members contract was cancelled. I no longer held the position of POC. My contract end date is mid June. However, my superiors are aware I am seeking a new position. I will be able to meet the preferred training dates and start date for this new position.
Enumerator
United States Census Bureau - Chandler, AZ
July 2020 to October 2020
This was a contract position with the United States Bureau of Census. I was in the community daily . I visited specific addresses in order to assist current resident in completing the 2020 Census. I was assigned specific address's to research and confirm what type of structure was at each location and the status/classification. There were various available classifications, residential, occupied or vacant, verify if structure on property, each structure is classified as occupied or vacant and confirm zoning is currently correct.
I meet with various members of the a number of large Apartment Complexes and Condos. I Obtain verification on specific units, if unit was occupied on April 1, 2020. If occupied on April 1, 2020, is unit still occupied with same resident. If unit is vacant, date of last occupancy. My employment and my position ended on October 13, 2020. The US Bureau of Census, confirmed that the required % of completed census questioner's had been completed. The projected duration of my position with the 2020 Census was approx 4 months. .. Account Specialist/Liason III
Voskion Contracting - Chandler, AZ
February 2014 to February 2020
I was the face and voice of Voskion Contracting..I handled, both Inbound and Outbound calls, serving both
-new and existing clients. Assisted clients with product and or service changes as requested by client. Assisted clients with selecting new products or service changes and scheduled the work to be completed. I answered billing questions, handled creating payment arrangements and credited adjustments as required. Responded to client concerns, complaints always with one call resolution and call ownership. Accepted and completed new projects as required.
Separation from Company due to company being sold. Customer Service Representative
Gap Inc / OCC - Grove City, OH
October 2013 to January 2014
Seasonal Customer Service Representative, for 2013 Holiday Season. Answered Inbound calls for Gap, Old Navy and Banana Republic Brands. Assisted customers with placing orders from Brand Websites. Tracked orders that had been shipped out, via Fed Ex or UPS, to verify expected day and time customer could expect delivery. Focused and strived for one call resolution, while ensuring the integrity of all information relayed to customer. Performed other duties and tasks as directed by supervisor. Customer Service Representative Tier 2
National City Bank - Columbus, OH
May 2011 to November 2013
As a CSR Tier 2, I was responsible for Inbound Calls from customers in current portfolio, I was servicing. Customers either, held a line of credit or a store credit card with various Finance Companies or Department Stores, such as Loan One, Value City Furniture, Lazarus/Macy's, Bloomingdale's. I was responsible for assisting customer with their concerns or needs. I strive for one call Resolution and take Ownership of assisting client. I not only meet customers needs but exceeded their expectations. I provided customers current, Account Status, available credit, information on payment posting status, verified if payment had posted on the account. I research late charges, Interest charges, as requested, when there was a double about if fees incurred to client were valid. Verified, date posted on check, date posted on envelope holding payment to determine, if added fees bad or late charges and or finance charges were valid. Credited customers account as required.Verified date payment was mailed verus date payment was posted to customers account, if not in acceptable time frame, credited customers account back. I recorded and Inputed all new information about accounts into system. I confirmed and verified that changes were completed to a customer account, such as a name and/ or address changes and verification of documents required to make said change to Account. I Researched customer complaints concerning, missing payments on account or date a payment posted, in time to prevent finance charges from occurring . Empowered to credit finance charges to customers account, upon completion of research. Completed other assignments, tasks as requested by supervisor. Job Develoment Manager
DBM (Drake,Beam,Morin) - Dublin, OH
September 2010 to April 2011
Contract position through DBM, with General Electric Plant in Coshoction, Ohio. Responsible for assisting 200 displaced GE employees, with obtaining new employment with competitive pay. Networked and developed relationships with Human Resource Mangers at various comparable company's, that may be interested in hiring some of GE displaced employees. Attended Association meetings/luncheons of Local Chamber of Commerce Associations, Better Business Bureaus, Human Resource Associations and various other organizations to further develop relationship with potential employers that may hire some of the displaced GE employees. Developed and taught classes to GE employees, on Interviewing Skills, Using the Internet for Job Searches. Did mock interviews with GE employees, as to help secure a successful interview with potential employers. Developed and Implemented an off site Job Fair, held at the local YWCA in Coschoction, Ohio. As a result of the Job Fair, 75 of the displaced GE employees, wete offered positions with various companies. Completed various tasks, duties as requested by supervisor. Education
TEFOL (120 Hour Certification) in ESL (Teaching English as a Forgein Language)
Learn TESL
October 2020 to Present
Bachlors of Science in Business Administration
Franklin University - Columbus, OH
August 1997 to January 2003
Skills
• Taught Seminars at Ohio State University's Facet Center (3 years)
• Developed and Taught Classes at Coshoction, Ohio YWCA (2 years)
• Job Fair at Coshoction YWCA for displaced GE Employees (1 year)
• CSR
• Customer Service
• Customer Care
• Call Center
• Customer Support
• Telemarketing
• Upselling
• Account Management
• Account Management
• Business Development
• Upselling
• Recruiting
• Telemarketing
• Interviewing (10+ years)
• Human Resources
• Cold Calling
• Teaching/ Tutor (10+ years)
• Classroom Experience (10+ years)
• Adult Education
• English
• Microsoft Office (10+ years)
• Time management
• AP Writings Style (10+ years)
• Classroom Management
• Proofreading
• Payroll
• Marketing
• Blogging (4 years)
• Presentation Skills (10+ years)
• Social Media Management
• Writing Skills (10+ years)
• Search Engine Optimization (SEO) (10+ years)
• Market Research (10+ years)
• Microsoft Excel
• Intake
• Information security
• Microsoft Outlook
• Teaching
• Experience working with students
• Copywriting
• Content Creation
• WordPress
• Digital Marketing
• Adobe Creative Suite
• Public Relations
• Email Marketing
• Events Management
Certifications and Licenses
Microsoft Office User Specialist
TESOL 120 Hour Certification- Currently enrolled in class. Present
Assessments
Elementary School Classroom Management — Proficient August 2020
Managing behavior in elementary school classrooms
Full results: Proficient
High School Classroom Management — Proficient
August 2020
Minimizing classroom disruption and engaging students Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
References:
Voskion Contracting: Supervisor-- Orlando Voskion
Email: *******@*****.***
• Additional References Available Upon Request
Contact this candidate