Customer Service Office Manager
Resume:
Kira Cozzens
Tucson, AZ
**********@*****.***
Seeking a position with a company that is challenging, energetic, fun, and that will allow me to take my skills to the next level.
Work Experience
Social Media Moderator
Alorica - Tucson, AZ
January 2023 to Present
Review content (video, image, text) and conduct quality control, ensuring the content complies with local policies and regulation
Become and remain knowledgeable about online community standard Interpret and apply complex polices and guidelines to content Review the reported content within agreed turnaround times and standards of quality Escalate issues outside the company policy
Photographer
self-employed
2007 to Present
Managing the business aspects of the work, including administration & scheduling work
● Marketing, producing business cards, postcards and promotional materials, and creating and maintaining a website.
● Working with clients to ensure their expectations are met during their scheduled appointment. Office Manager
Rattlesnake auto glass - Tucson, AZ
June 2022 to November 2022
Office manager for auto glass company, organizing, and maintaining every day activities while overseeing 6 to 8 employees creating employee schedules, following up with customers, confirming appointments and setting up promotional offers.
• Managed team responsibilities
• Hired and mentored employees
• Processed payments
• Managed office
Partner with Sales
Carnegie Learning Order/ Scientific Learning Corp - Tucson, AZ May 2021 to June 2022
management (Temp)
5/2021-Present
• Review, enter and process incoming orders and return requests for U.S. and International customers using 10-key and alpha-numeric entry with attention to accuracy and completeness
• Partner with Sales to facilitate accurate and timely order data collection and entry
• Deliver superior customer service by managing order intake via multiple modes of communication in a timely manner
• Demonstrate the drive to go the extra mile to achieve customer satisfaction and encourage others to do the same
• Ensure proper transaction entry by utilizing comparative review of various documents residing in multiple systems
• Accountable to entry accuracy and error resolution
• Actively engage with team members, departments, and external customers to troubleshoot and problem solve
• Provide exceptional Customer Service support by addressing customer inquiries, concerns, and comments via phone, email, or chatter within established KPIs
• Develop and articulate understanding of the business practices
• Call on past experiences to formulate alternative solutions in unfamiliar situations
• Utilize other programs such as Oracle, Microsoft Excel, Package tracking software, Google Drive, other proprietary systems
• Utilize Salesforce for case management and documentation
• Attend product trainings and develop an understanding of our product offerings
• Maintain Product & System Knowledge of SFDC, Oracle, and other Order Management tools
• Assist with project and administrative functions as assigned
• Embrace, encourage and champion change to facilitate a positive Customer Journey auto glass office manager
Rattlesnake auto glass - Tucson, AZ
November 2021 to May 2022
Office manager for an auto glass company, organizing and managing day today activities as well as looking after 6 to 8 employees. Making employee schedules and following up on appointments as well as promotional offers for customers.
Customer service inbound and outbound calls
Aerotek - Tucson, AZ
October 2020 to April 2021
Processing payments for mortgages
● Collection calls with mini-Miranda statements
● Working with multiple monitors and different programs at the same time
● Sales, offering customers services to help them during Covid or setting them up on payment plans were not able to make their monthly mortgage
courtesy clerk
Safeway
April 2020 to June 2020
Customer service, greeting customers
● Cleaning when necessary
● Stocking
UEI College
April 2019 to October 2019
Contacts and interviews prospective students and assists those desiring admission through the admissions process.
● Sets appointments and conducts interviews with prospective students.
● Assists applicants in completing application and enrollment paperwork and executes such paperwork accurately and in a timely manner.
● Making 150+ Phone calls on a daily basis interviewing 2 to 5 prospective students a day and enrolling at least 1 to 2 per wee
Admissions Rep
Brookline College
December 2017 to March 2019
Contacts and interviews prospective students and assists those desiring admission through the admissions process.
● Sets appointments and conducts interviews with prospective students.
● Assists applicants in completing application and enrollment paperwork and executes such paperwork accurately and in a timely manner.
● Making 100+ Phone calls on a daily basis interviewing 2 to 5 prospective students a day and enrolling at least 1 to 2 per week.
Dunn and Bradstreet Business Credit Advisor
Retention Team
July 2015 to April 2017
Responsible for meeting or exceeding $127,000 in monthly sales goal
● Required to make 80-100 phone calls daily to upsell/cross sell products
● Consistently achieved monthly goals
● Aptitude for quickly grasping selling techniques and product knowledge.
● Self-directed individual, able to work independently with focus and discipline and minimal supervision
● Direct revenue goals by selling products and services to new and inactive customers via the telephone
● Outstanding organizational and communication: written, verbal and interpersonal
● Strong computer skills, including Microsoft Office Suite
● Experience in selling an intangible product)
Admissions Rep
Brookline College
February 2013 to July 2015
Contacts and interviews prospective students and assists those desiring admission through the admissions process.
● Sets appointments and conducts interviews with prospective students.
● Assists applicants in completing application and enrollment paperwork and executes such paperwork accurately and in a timely manner.
● Represents the Campus at job fairs and college fairs or other offsite locations Technical Specialist
Sears Holdings Corporation
April 2012 to November 2012
Manages phone conversations using professional communication techniques to assist customers with troubleshooting products, understanding product instructions, product application questions, product features and function.
● Up-sells various Sears services.
House Cleaner
The Cleaning Authority
October 2011 to March 2012
Perform various cleaning activities, in accordance with instructions given by the Team Leader.
● Understand and adhere to safety procedures as established in the company's Safety Program Handbook.
● Communicate effectively with team members and clients. Seasonal Turbo Tax
Intuit
October 2006 to April 2007
Accurate, efficient resolution to routine customer service and support issues. Typically, these contacts are of a transactional nature.
● Accurate case documentation
● Support that generates a high level of customer satisfaction
● May identify sales opportunities for upgrades/cross-sells. In some cases, may execute on sale. Education
Associates Degree in Medical Office Management
Carrington College - Tucson, AZ
June 2010
G.E.D
Pima College Adult Education Center - Tucson, AZ
2002
Skills
• Customer service
• Sales
Contact this candidate