Remote Customer Service Professional with CRM Experience
Resume:
Charisa Ortiz
***********@****.***
***********@****.***
Seeking a professional position in a team environment, that offers opportunities for growth and advancement. Skills and Systems: Windows, Win Administration>Win 10 >
Linux>MS Office 2010>Salesforce>Act> Safe soft>Call fire>Track Via Infusion Soft and Siebel CRM, Opus, and other CRM applications. Experience: Team Lead> Supervisor > Trainer> Call Center > HMO > Medical Claims>Caregiver >Electric
Utilities> Marketing Collections>Troubleshooting> Problem Solving> Team Building> Outbound/Inbound> High Energy Sales>Data Analysis/Entry>Customer Service> Technical Support> First Aid>CPR Wireless Phone billing and Sales and Tech Support.
Education:
Certificate of Completion in Utilities Customer Service, Rio Salado 1997 Additional Classes: Total Quality Management, Info Security +2014, Windows 2012 R2 Server Administration, Technical Support classes.
Surveyor, Hi Quality Water Rain softAugust 2022 - Present This is a face to face position at the Home Depot stores in the East Valley. Asking customers to do a quick survey, which pre qualifies the leads to Ultimately sell water treatment products and services. Have to be self motivated, And have good energy to convince the customers for their information. I get upwards on 20 surveys per day. I also receive commission for sales I help Make. Driver, LYFT, AZ October 2020- 2023
Using online platform via mobile phone selects and accepts rides for passengers. Working primarily in the East Valley but will travel as far as needed. Provide passengers with a relaxing customer focused driving experience. Current rating 5.0 with no negative feedback from riders. Customer Care Rep, AT&T, Mesa, AZ Aug. 2018 Nov. 2019 Provided universal customer support to Platinum customers for all lines of business. AT&T Wireless, UVERSE, Home Phone, Cable and Internet Services, and DIRETV. . Satisfied customers questions and concerns regarding billing problems and Sales, New Service requests, move orders Payment Arrangements and some basic tech support and all other general inquiries. Also resolved account problems by researching and reaching out to different departments to resolve the issues with first call resolution being the goal. Multitask between several systems, knowledge base, Opened cases for escalated calls. Successfully maintained call center metrics sand Voice of the customer surveys. Work with the retail sales agents. Used system to troubleshoot wireless devices and Internet Modems before transferring them to Tech Support. Marketing Representative, Boss optima, Mesa, AZ Dec. 2012- Feb 2018 (Off and on) Carpet Cleaning Company, offering professional cleaning services to commercial and residential customers nationwide. Daily tasks included outbound and inbound sales to potential customers using unique marketing tactics and psychologically driven techniques. Data Entry of service orders, update database, patron scanning, multiple applications and online market dialers, customized software utilization. Provided high quality customer services. Process credit card payments and negotiate payment arrangements. Maintain positive attitude, adaptability and willingness to learn new strategies. Service coordination using multiple sources for sub contractor recruiting of outside vendors, initiated verbal agreements on terms and conditions and business practices. Act as liaison between company and sub contractors working closely with owner and management. Customer Service Case Manager, Teletech, Tempe Aug. 2016 May 2017 Primarily an inbound customer service Case Manager, position answering calls from Hyundai owners. Aid with warranty inquiries, reimbursement request, product knowledge, and scheduling service appointments Use of necessary. Case
management, working with other departments to come to a desired resolution. Provide Information regarding recall and safety concerns. Be empathetic and professional to those who call to call in. Leave the customer feeling valued and appreciated.
Senior Account Manager, Samuel Contract Staffing, Gilbert Aug. 2014 Feb. 2015 Outbound marketing for a Medical Recruiting Agency. Online searching for medical facilities needing physicians, mid-levels and nurses. Initiating contact with appropriate personnel to offer our recruiting services. Negotiation of terms and fees to meet pot
outstanding proposals. Introductions of clients to their assigned recruiter. Negotiation of additional requisitions and terms. Email marketing for new business using multiple online sources. Ability to differentiate which leads to pursue. Use of Track via CRM to manage accounts updating information as required. Appointment Setter, AC SMART, Mesa, AZ 2012
Outbound call center offering HVAC services to potential clients throughout the valley. Work together with administration and technicians as one team sharing the same goals. Make 3-400 calls per day educating customers on energy audits and technical description of services provided. Coordinate appointments and reschedules.
Communications Coordinator, Career Solutions LLC, Phoenix, AZ 2011 Responsibilities included analyzing potential client data and qualifying leads for an Executive Career Search firm. Verify and enter new data into database, conducted phone screening to qualify and invite clients for interview with company directors. Filled and maintained multiple employee calendars. Email and Phone follow up as necessary for rescheduling.
Domestic Care Provider/ Health Care Attendant Various/Self Employed 2002 -2011 Provide Non-Medical Support to disabled persons in their homes. Duties include but not limited to; Cooking meals, Cleaning, laundry, and assist with shopping. Coordinate appointments and transportation, Help resolve insurance and medical related issues. Assisted with personal business matters such as; paying bills. Offered positive and meaningful companionship.
Customer Service Representative, PacifiCare Health Systems, Phoenix, AZ 2001-2002 Provided client support and first call resolution to HMO and Medicare plus choice members, in an inbound call center. Resolve Billing and eligibility issues, unpaid claims and initiate member reimbursements. Educate Medicare eligible members with resources & member benefits and special programs. Provide Rx Formulary and prescription information, referred indigent members information on patient assistance programs from individual pharmaceutical manufacturers. (Went the extra mile) Unit Manager, GC Services, LP, Mesa AZ 2000
Brand new call center required extra assistance in staffing and preparation to become operational. This position required extended hours. Initiating, Recruiting, interviewing, and hiring employees. Incorporated past experience into on the spot training sessions, to cover times when systems down. This included exercises and games to focus on team building skills. Provided support to the call center director whenever necessary. Medical Billing Clerk, Nationwide Management, Gilbert AZ 1999 Provided billing services, for emergency room physicians. Processed AHCCCS and Workers Comp Claims, including medical records. Performed data entry, patient demographics, and general office duties (Faxing, filing, phones) Collected and negotiated payment arrangements. Follow-up with insurance carriers for unpaid and delayed claims
Customer Service Agent, Salt River Project, Tempe AZ 1997-1999 Resolved residential electric account inquiries and interpreted customer needs. Volunteered 24 hour on call support for emergency and monsoon coverage. Telecommuted and In Person. Placed new service order requests, initiated trouble calls, offered special plans, educated customers on how to read their meter, save money on bills and more. Processed electronic check payments and utilized multiple systems. Business Office Rep provided service to customers in a business office, processing in person payments and service orders both residential and commercial. Received Certificate of Completion in Utilities Customer Service (Rio Salado College) Lead TSR/Trainer, Sears and Roebuck, Company Mesa, AZ 1995-1997 Outbound telesales center marketing home services to existing customers Promoted to Lead after successfully achieving company goals Supervised sales floor, directly responsible for team of 15 + associates. Create contests/incentives to promote sales and keep team motivated Provide monthly progress reviews, provide disciplinary actions as needed Developed individual plans of action and training to encourage better performance. Evaluated calls by remote and side by side monitoring, reviewed with associates.
Contact this candidate