Customer Service Agent
Resume:
ELLIOT DINERO
******.******@*****.***
EXPERIENCE
March 2024 – June 2025
Customer Service Associate, Apartments.com
Answered questions and troubleshooted technical issues received from Apartments.com Network clients and non-paying users through support tickets and inbound phone calls
Moderated rental listings submitted to Apartments.com to detect fraud and violations of terms of service
Coordinated with the technical team and trust and safety team to report website bugs and report fraudulent activity
Served as the team subject matter expert on listing moderations submitted from the Los Angeles area to ensure website compliance with California Penal Code 396, in regards to price gouging
Assisted in developing and evolving the listing moderation process for compliance with California Penal Code 396, as well as creating documented standard operating procedures for team reference
Assisted with training new customer service representatives on phone procedures
May 2023 – January 2024
Onboarding Specialist, Double the Donation
Oversaw the onboarding process for small, mid-sized, and large nonprofit clients
Served as lead Onboarding Specialist for mid-sized/large (non-enterprise) clients
Leads one-on-one calls with new nonprofit clients to facilitate and accelerate onboarding onto Double the Donation's tools
Served as project manager for implementation, coordinating across various client and internal client success and product teams for timely technical delivery
Operated as the lead point of contact for customers with questions regarding Double the Donation's tools
Lead trainings for clients wanting to learn more about best practices for Double the Donation's tools
Served as lead KB editor and webmaster to make sure technical articles are up to date and accurate
May 2021 – May 2023
Account Executive, Double the Donation
Held discovery and demo calls to understand clients' fundraising and matching gift goals
Responsible for client servicing and client acquisition
Manages entire sales cycle from prospecting to product demonstration to client's implementation of Double the Donation's tools and/or software
Served as the direct link between Double the Donation's existing nonprofit clients and ensures customer satisfaction
Exceeded Year One quota by 12% and has consistently exceeded quota quarterly since
October 2020 – May 2021
Student Supervisor, Wilson-Bennett Technology Inc.
Used calling software to run reports and interpret data from each shift
Synthesized results data to aid in acquisition strategy and techniques for specialized donor segments
Processed reports on alumni information and notes from calling shifts
Implemented team-building activities such as interactive games, tournaments, and prizes to motivate callers
Was a lead trainer for new callers on fundraising procedures and calling software.
Monitored calls and gave performance evaluations on a nightly basis.
Cultivated and maintained workplace environment of teamwork and group achievement, even through the separation of remote work, due to COVID-19
January 2020 – July 2020
Mentor, Wilson-Bennett Technology Inc.
Responsible for instructing and mentoring new hires in professional calling and effective ways to secure donations, in addition to student calling responsibilities.
September 2019 – May 2021
Student Fundraiser, Wilson-Bennett Technology Inc.
Persuaded more than 175 alumni to donate money to Stony Brook University scholarships and hardship funds through cold calls
Worked with other fundraisers in a team-oriented environment to achieve the highest donor fulfillment rate in the industry (92%)
Personally received an award for caller dedication and achievement for the 2019-2020 fiscal year
EDUCATION
B.A.-History: Stony Brook University
GPA: 3.97 with honors
Senior Thesis: The Social Network: The Black Panther Newspaper’s Role in Local Communities’ Organization
Coursework involved included American, South Asian, European, Latin American and African history and politics.
Received both the Catherine Wang Award and Stony Brook Foundation department awards for academic excellence and leadership
Double minored in Creative Writing and English
A.A.- History, Suffolk County Community College
Graduated with a 3.9 GPA
SKILLS
•Proficient with all Microsoft Office tools
•Proficient with all Google-Suite tools
•Prospecting
•Cold Calling
•Discovery
•Project Management
•Presentation Skills
•Strategic communications
•Effective leadership and problem-solving
•Research, analysis and synthesis of data
•Time Management
•Contract Negotiations/Closing
•Event Planning
•Public Speaking
VOLUNTEER ACTIVITIES
Volunteered with the Sunrise Fund between 2010 and 2015
Received award for excellent service to the Sunrise Fund in 2013
Tutored students several days a week with National High School Honors Society (2015-2016)
Tutored local high school students at Connetquot Public Library (2018 – 2021)
Atlanta Big Brothers Big Sisters (2022 – present)
PUBLISHED WORK
“Salem: The Spark, The Blaze and the Ashes” (Crisis and Catharsis) August 2020
“How to Brew an American Witch Hunt” (December 2020) Stony Brook History Journal
OTHER ACHIEVEMENTS
Selected Student Panelist- “Democracy in the Aftermath of 2020” (November 13, 2020):
Along with Professor Nancy Tomes and fellow student Joshua Berkowitz, I led a public discussion on how to place the 2020 election in context with the history of the United States. My opening statements and contributions analyzed public consciousness, threat analysis, and protest during presidential elections, through the lens of third-party voting trends and social media activity.
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