Service Representative Quality Assurance

EXPERIENCE

The RealReal- Perth Amboy, NJ

Consignor Relations- June 2022 to July 2024

•Field all incoming calls for assistance in VIP accounts

•Submit commission payments and handle concerns regarding main accounts

•Earned a 93% CSat scores from consignor surveys

•Responsible for escalation calls

•Support the main company helpline queue by providing assistance to other team members

•Provide assistance in high quality calls and account merges

•Support with general IT questions

•Efficient knowledge of the workflow and Zendesk applications process including Salesforce

Filmlinkup.com- New York, NY Creative Director-advisor 2010-2022

•Created business rules for company

•Developed a team and strategize marketing campaigns

•Produced film trailers and assisted in budgets for media projects

•Completed CUNY incubator and created business plan

•Helped design website for film networking

Elizabethtown Gas- Union, NJ Nov 2019 to April 2022Customer Service Representative

•Assisted with incoming calls ensuring customer satisfaction

•Aided customer in starting or stopping service agreements following company guidelines

•Assisted customer with billing inquiries

•Assisted customer with ETG online application subscriptions

Dispatch Center Representative

•Assisted with incoming emergency calls for gas leaks large service area in NJ

•Managed workflow of Field Technicians ensuring customer orders were completed

•Worked closely with management to provide quality calls using company guidelines and quality assurance

•Scheduled work orders and appointments for Field Tech

Affiliated Monitoring- Union, NJ Dealer Service Specialist- February 2014 to August 2019

•Assisted alarm companies and technicians with technical support requests

•Updated subscriber accounts

•Monitored and responded to support inquiries in accordance with procedures

•Documented responses and phone conversations in an accurate and timely manner

Monitoring Specialist-

•Monitored, responded to, and verified alarms using on screen instructions in accordance with procedures

•Answered and evaluated incoming calls and determined the appropriate actions such as dispatching the proper authorities and notifying responsible parties

•Documented alarm activities, responses, and phone conversations in an accurate and timely manner

•Demonstrated attention to detail in emergency situations in order to respond with quick, sound, and positive decisions under stressful conditions

AEROSOLES- New York, NY General Manager- 2002 to 2008

•Responsible for a store volume of over 2 million dollars annually setting a record for the location

•Oversaw store operations, cash management, payroll, sales audits, inventory and profit and loss

•Improved sales at the location by 30% driving upper management to make the decision to open the store for longer hours

•Responsible for recruiting, hiring, training, and evaluating sales staff and management

EDUCATION

Digital Filmmaking Conservatory

Digital Film Academy, NY (2016)

Associates Degree in Computer Information Systems

Monroe College NY (2005)

Completed DSLR Photography Course

Unique University, Fairfield, NJ (2013)

TECHNICAL SUMMARY

Proficient in Zendesk and SalesForce

Proficient in Mastermind, VIQ, Innovi, Hikvision, & Central systems

Proficient is Microsoft Office

Proficient with Oracle software including CC&B (customer care and billing) Maximo and GEO TAB Knowledge of Photoshop and Final Cut Pro

LANGUAGES

Fluent in Spanish

Contact this candidate