call center customer support

LIZ WESBROOKS

Phone: 281-***-**** Email: ************@*****.***

Professional Summary

A diligent and dedicated professional with 12 years of customer service and administrative experience with 2 additional years of experience in information technology support, including hardware and supply inventory. Demonstrates a passion for continued professional development in technology, administration, and appraisal with success working in a collaborative team environment. Bilingual in English and conversational Spanish. Technical and mechanical ability and knowledge.

Relevant Experience

Advisor February 2022 - Current Houston Community College

Advanced student success through guidance of personalized program pathways comprising program selection, enrollment, plan completion and post-education plans. Coached students through each phase, providing tangible resources to navigate processes and ensure access to financial aid and career opportunities. Recruit students. Onboarding students.

Provided comprehensive support to students by delivering essential resource information through in-person and virtual consultations for enrollment, degree completion and career placement. Proactively identified student needs and opportunities for outreach to connect students to necessary resources for continued academic success.

Created and delivered engaging presentations for incoming students, recruitment and program information sessions. Designed visually appealing presentations with relevant content to effectively communicate key messages. Delivers presentations on campuses to maximize outreach to the student body and provide accessible assistance to students. Financial Aid call center Advisor January 2012 – January 2022 Lone Star College

Awarded federal and state aid to students while ensuring compliance with all applicable regulations and institutional policies. Determined student eligibility for aid and processed applications for timely disbursement of funds.

Served in a financial aid call center to provide guidance to students related to their ongoing Satisfactory Academic Progress (SAP) status for continued financial aid during their academic careers. Provided concise and effective explanations to students of detailed financial aid policies and procedures. Ensured fulfillment of student needs through the coordination and creation of service tickets submitted to relevant departments in the Lone Star College system.

Managed student financial aid accounts: reviewed account balances, processed electronic signatures, and maintained accurate records in the database to uphold data integrity. Verified student identity information and confirmed enrollment in approved academic plans to ensure accurate financial disbursement.

Property Appraiser January 2006 - February 2008 Harris County Appraisal District

Conducted on-site inspections of residential properties and analyzed detailed property data to determine valuation of land and improvements while ensuring compliance with state and county regulations. Utilized approved tools, valuation methods and identified relevant market factors to complete appraisal process in accordance with HCAD procedures.

Presided over and conducted property appraisal protest hearings for hundreds of property owners per season. Reviewed relevant property documentation and utilized the Computer Assisted Design (CAD) system to effectively communicate appraisal decisions.

Provided effective customer service through HCAD established call center: worked directly with property owners and provided resolutions to inquiries related to property valuations and assessments. Supplied property owners with pertinent information and resources to assist them in navigating detailed appraisal and protest processes. Administrative Assistant/IT Tech support

Tesco Corporation Jan 2001- Aug 2002

Supported executive sales team and CEO, reserved company vehicles, reserved meeting rooms, inventoried hardware and office supply records, organized files, managed supply vendor selection, submitted supply budget for approval, managed copiers maintenance requests. Operated PBX multi-line phone for receptionist office. Supported internal customers’ tech assistance requests through online ticket request database and hands on technical trouble-shooting hardware/software.

Education & Certifications

Bachelor of Arts in Communication

Texas A&M University

Cyber-Security+ ITSY 2030 Certificate, Houston Community College, 2023

Certificate of Business Operations, Lone Star College, 2018 Additional Tool Experience

● Strong proficiency in flowcharting developed

through formal courses

● Microsoft Suite: PowerPoint, Excel, Word

● SAP Concur, SNOW Ticket System, People

Soft, Canvas, Istar

● Oracle database

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