Service Representative Experience Agent

**** * ******** **. **** Grande, AZ ***** 602-***-**** ***********@*******.***

Effective, detail-oriented, results-driven, organized individual seeking a Customer Service position with the focus on providing successful support to the office.

Customer Experience Agent Feb 2022 to Feb 2023

Run Buggy - Phoenix, AZ (remote)

Provide top-notch service to our customers over the phone, on Zoom calls, and using written communications.

Handle a high volume of inbound and outbound phone calls, ensuring pickups and deliveries are on schedule as it relates to orders placed on our smartphone app.

Interact directly with our customers to answer questions, solve problems, provide education, and maintain our company’s reputation for high-quality service.

Intake escalating customers from Client Account Holders and diffuse the escalation by: Establishing communications with the customer to address their concerns quickly and accurately.

Foster and maintain relationships with customers to improve our retention rate.

Collect and record customer feedback and information and share with appropriate departments and team members.

Senior Client Service Representative Aug 2019 to Feb 2022

Cox Automotive Inc. - Phoenix, AZ

Work with Genesis Cloud for phone system, Sales Force – quoting system to establish quotes utilizing zip codes, 1 Dispatch to view confidential customer information and pass pertinent information to Ready Logistics, Ready Logistics is used to track locations of assets while in storage and transit.

For new customers – Create a profile in Ready Logistic and Sales Force to enable the customer accounts to be accessed for future interactions. For current customers – Ensure contact information is up to date.

Intake escalating customers from Client Service Reps and diffuse the escalation by: Establishing communications with the customer to address their concerns quickly and accurately. Utilizing this technique helps to satisfy the customer.

Common to have multiple orders, or customers at various stages of completion as information is required from multiple sources to complete each transaction. Orders may require a hand-off at any time resulting in a requirement that all orders always maintain an orderly transitional state.

Billing Specialist Oct 2017 to Mar 2019

Cascade Windows - Tempe, AZ

Administered the billing process, including (mailing/e-mail, using Hyphen to provide invoices to customers).

Monitored various websites for the billing process.

Completed lien releases and any additional documentation necessary to ensure payments are not delayed.

Exposure to automated billing systems.

Collections for dealers and single-family housing.

Daily tracked invoice submittal with attention to details.

Strong organizational skills with the ability to handle multiple conflicting priorities.

Strong customer focus.

Warranty Department Representative Aug 2013 to Sep 2017

Paramount/Cascade Windows - Tempe, AZ

Provided high level customer service via phone and email.

Ability to identify both field and manufacturing issues, causes, and fixes.

Ability to handle sensitive and confidential situations and information with discretion and professionalism.

Possessed excellent written and verbal communication, data analysis and time management skills.

Entered complete and accurate order information into order entry system.

Determined warranty eligibility of any service items in question based on current and historical warranty provisions, assigning customer costs for those items are not covered by warranty.

Accounts Receivable Representative May 2011 to Jul 2013

Preferred Homecare - Mesa, AZ

Administered the billing process with the ability to identify insurance requirements, ensuring all payments met all requirements.

Prepared and handled billing for accounts assuring timely reimbursement.

Ability to verify account balances and receipts for cash payments.

Ability to post payments to appropriate accounts and resolve billing discrepancies.

Confirmed work order materials and schedules.

Ability to handle sensitive and confidential situations and information with discretion and professionalism.

KIMBERLY ESPINOSA

Professional Summary:

Summary of Qualifications:

Administrative duties, including, but not limited to, implementation of all office organization, data-entry, filing, MS Office (Excel, Outlook, Teams, and Word), client consultations, meeting coordination and minutes, securing confidential information and any further assistance in efforts to help the office run in an efficient manner.

Skilled at delivering customer service by identifying, understanding, and anticipating internal and external customer needs with problem-solving analysis and resolution.

Experience

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