Service Representative Agent

Inez R. Magalona

Avondale, AZ ***** • 623-***-**** • **********@*****.***

Professional Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure a receptionist position. Ready to help team achieve company goals.

Skills

Administrative Support

Customer Service

Applicant Support and Service

Resource Information

Data Entry

Active Listening and Communication

Microsoft Word, Excel, PowerPoint, Publisher, Outlook, and Google

Accounts Payable/Receivable Clerk

Able to Stay Calm Under Pressure

Security and Privacy Are Priority

Work in a Team Environment or Independently

Paperwork and Documentation

Planning

Creating Documents and Reports

Documenting

Ticket and Gate Agent

Serve as Backup Where Needed

Critical Thinking

Work History

Benefit Eligibility Specialist, 12/2021 to 05/2023

State Of Arizona – Phoenix, AZ

Provided excellent customer service within the high-volume fast-paced call center environment completing 8-11 calls per day

Exhibited skill and diplomacy in working with clients facing challenging and personal situations

Collected information to conduct interviews to make eligibility determinations for medical, food, and financial assistance while adhering to federal, state, and municipality regulations

Completed application process by entering data on multiple computer screens

Verified client information by interacting with internal and external customers, and federal, state, and local entities

Adhered to agency standards in a high-volume call center, measured by metrics and standards related to service levels, accuracy, and timeliness

Reviewed applications for different aid programs and determined which qualification criteria for individuals.

Documented all communication with applicants using multiple state business software systems.

Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.

Communicated with people from various cultures and backgrounds on our application process.

Developed extensive fact-checking and research skills as a result of continuously reviewing different programs and options.

Interviewed applicants and explained the different available benefits.

Assessed information gleaned from interviews, and diagnostic evaluations to identify clients' needs and eligibility for services.

Front Desk for Academy Math and Science Advanced, 09/2021 to 12/2021

Robert Half Temporary Agency – Phoenix AZ

Greeted and welcomed guests to the school with a smile

Received and delivered all incoming and outgoing mail and packages

Answered phone calls and directed as needed

Scheduled parent meetings as needed

Acted in registrar's position as needed

Used skills in MS Word, Excel, and PowerPoint to make hall pass, sign in/out, and templates for teachers and administrative staff used for daily operations

Assisted with signing in tardy students and early dismissal requests for authorized parent or family members using business system software, and various other duties or tasks that I saw needed to be done

Monitored students and assisted with classroom assignments

Central Baggage Resolution Specialist, 04/2021 to 09/2021

American Airlines – Tempe, AZ

Functioned as a resource for baggage resolution starting from a customer called in to report the missing bag(s) until items were recovered and returned to the passenger

Used centralized tracking functions to assist in reuniting customers with their baggage

Determined equitable resolutions for baggage losses, damages, pilferages, and delays

Updated tracing and reservations software for awareness for all internal departments, other carriers, and baggage teams on customer claims

Functioned as a resource for small claims court cases, executive referral correspondence, interline billing, internet response, accounting check interface

Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints

Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement

Formulated focused and individualized resolutions aimed to peacefully settle disputes

Facilitated and implemented settlement agreements by proposing resolutions and supporting effective decision-making for involved parties

Drafted settlement paperwork and gathered signatures from disputants to provide official documentation of agreed-upon solutions

Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity

Carried out day-day-day duties accurately and efficiently

Demonstrated respect, friendliness, and willingness to help wherever needed

Used critical thinking to break down problems, evaluate solutions and make decisions.

Offered friendly and efficient service to customers

Developed and maintained courteous and effective working relationships.

Account Manager, 04/2019 to 04/2021

Telgian Fire Life Safety – Phoenix, AZ

Managed preventative maintenance, emergency repairs, and regulated compliance adherence of 16 nationwide and Canadian clients' life fire safety devices

Provided fire marshals and local authorities with district-requested reporting as needed

Maintained a database in support of the service agreement of customer locations, service pricing, fire equipment inventories, customer contact information, site access information, coordination of specialized HVAC vendor and facilities support projects

Worked with clients to coordinate the scheduling of repair vendors

Oversaw work of maintenance contractors ensuring all systems are properly maintained, all tests conducted at the appropriate times and services are available during all operational periods

Reviewed costs, and invoices to ensure approval recommendations and adjustments were made as needed

This includes items such as fire hydrants, fire doors, fire dampers, fire extinguishers, heat and smoke detectors and ANSUL systems used in kitchens

Obtained quotes for repair and/or installation of systems nationwide

Defines options and estimates costs, sets priorities and schedules for construction activities

Coordinated required fire alarm and other functional tests and assists with practice drill evacuations

Reviews fire and life safety systems with Fire Marshall's office and local inspectors to ensure legal and safe systems

Conducted independent fire inspections to ensure fire and life safety code compliance

Responded to phone, email, voice mail, verbal and written work orders within 48 hours

Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.

Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.

Managed 13 national accounts by reviewing and mitigating discrepancies and collaborating with account holders.

Collector, 04/2018 to 03/2019

American Express

Primary responsibility is to collect delinquent balances on personal card accounts

Educated card members on benefits of on time payments and the penalties of late payments

Met regulatory compliance requirements

Took payments and approved payment arrangements

Answered inbound and outbound calls, advising clients of account status, consequences, and offering payment solutions, as well as reducing day's delinquent and preventing call and account escalations.

Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

Contacted customers to discuss payment schedules and set up or immediately process payments.

Negotiated with account holders to devise repayment plans and minimize collections receivables.

Used scripted conversation prompts to convey current account information and obtain payments.

Used skip tracing and other techniques to locate debtors.

Worked in call center environment handling manual and automatically dialed outbound calls.

Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.

Set up drafts and processed immediate payments after conducting thorough research and analysis of account.

Account Service Representative, 07/2017 to 03/2018

Cox Communications – Phoenix, AZ

Educated residential Cox customers on additional service opportunities

Maximized opportunities to sell additional or upgraded services to customers as available, while providing a quality customer experience

Took payments and approved payment arrangements.

Educated clients on relevant policies and options and answered questions to remedy issues.

Researched options and recommended services to address clients' needs.

Identified new opportunities and cultivated leads to consistently meet sales goals and increase business growth.

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Investigated and resolved customer inquiries and complaints quickly.

Recommended products to customers, thoroughly explaining details.

Delivered prompt service to prioritize customer needs.

Met customer call guidelines for service levels, handle time, and productivity.

Educated customers about billing, payment processing, and support policies and procedures.

Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Maintained up-to-date knowledge of product and service changes.

Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Investigated and resolved accounting, service and delivery concerns.

Quality Assurance/Data Integrity Analyst, 04/2004 to 07/2017

General Communications, Inc, (GCI) – Anchorage, AK

Initiated and coordinated data collection for sales, process improvement, employee corrective action, customer service credits, customer satisfaction, and employee performance

Developed, manage, distributed recurring audit reports using various databases

Conducted compliance audits and report findings to senior management

Produced bi-weekly sales audits of internet, wireless, local, and long distance prevented the company from paying out over $200K in sales erroneously annually

Assisted in the management of bad debt ledgers

Suspended services of customers with returned checks

Researched billing issues and customer disputes

Alaska Airlines Mileage administrator and designated focal point for all mileage issues

Checked legacy systems for redundancies and performed merges, unmerges, and other types of corrects to resolve issues.

Generated monthly and quarterly Sales and employee corrective action reports.

Partnered with department representatives to check different datasets.

Reviewed and troubleshot inbound and outbound data interface issues.

Collaborated with multi-functional roles to communicate and align development efforts.

Completed quality reviews for designs, codes, test plans and documentation methods.

Tested software applications and systems to identify enhancement opportunities.

Carried out day-day-day duties accurately and efficiently.

Airport Customer Service Agent, 06/2008 to 05/2015

Continental/United Airlines

Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources

Provided passenger assistance at

Tax Office manager and tax preparer, 06/2000 to 09/2008

Jackson Hewitt Tax Service

Prepared and reviewed federal and state income tax returns in accordance with applicable tax laws

Researched and analyzed tax developments and applications to specific business situations

Assisted in managing audits of federal and state income tax and state and local filings

Education

Accounting Certificate: Accounting

Charter College - Anchorage

Some College (No Degree): Information Technology

University of Phoenix - Phoenix

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