Customer Service Technician with Admin Support Skills
Resume:
Sara Smith
Las Vegas, NV *****
*************@*****.***
Professional Summary
To obtain the Customer Service Technician position using my exceptional data entry, word processing, active listening and communication skills.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
Urbn Home Services-Las Vegas, NV
January 2025 to December 2025
• Making proactive calls to existing and potential customers to schedule maintenance
• Follow up on past service, and generate leads, ultimately driving business growth by enhancing customer relationships and booking appointments for technicians
• Used Service titan to book calls- service titan trained
• Meeting call quotas booked at least 15-20 appointments a day
• Providing excellent customer service, while qualifications typically include strong communication skills, a customer-focused attitude, and potentially experience in a call center or service industry.
• Accurately record call notes, customer preferences, and appointments within the company's customer relationship management (CRM) software.
• Meet or exceed established call volume and conversion rate goals to achieve business objectives.
• Premium knowledge in understanding of HVAC and plumbing services and terminology
• Strong organizational and multitasking skills to manage calls, data entry, and coordination effectively.
Personal assistant to an Attorney
Jones Walker LLP-New Orleans, LA
March 2021 to March 2023
• Provided crucial administrative, organizational, and research support
• handling tasks like drafting documents
• managing calendars, communicating with clients, organizing case files, preparing for trials
• conducting legal research, and managing billing
• freeing lawyers to focus on legal strategy and client outcomes.
• My duties bridge general office support with specialized legal work, from scheduling depositions to preparing court filings and exhibits.
Asurion
Technical Support Agent-Las Vegas, NV
February 2018 to December 2019
• Resolved customer complaints via phone, email, mail, or social media.
• Helped customers troubleshoot issues with their cell phones using active listening, communication and the company database.
• Maintained exceptional customer service while providing remote support for customers’ inquiries about lost or damaged devices, device upgrades and resolve customer issues.
• Actively engaged with the customer to understand their technology and sell protection/tech support solutions.
• Used the companies search database to lookup inquiries the customers had to provide the needed support.
• Utilized a 2 way inbound phone system to communicate with the customers. Email & Phone Customer Service Specialist
Trip Advisor-Las Vegas, NV
January 2016 to December 2016
• Resolve customer complaints via phone, email, mail, or social media.
• Use telephones to reach out to customers and verify account information.
• Greet/ build relationships with customers and ascertain problem or reason for calling.
• Cancel or upgrade accounts.
• Assist with placement of orders, refunds, or exchanges.
• Advise on company information.
• Take payment information and other pertinent information such as addresses and phone numbers.
• Place or cancel orders.
• Answer questions about warranties or terms of sale.
• Suggest solutions when a product malfunctions.
• Attempt to persuade customer to reconsider cancellation.
• Inform customer of deals and promotions.
• Manage back end of company website.
• Utilize computer technology to handle high call volumes.
• Work with customer service manager to ensure proper customer service is being delivered. Compile reports on overall customer satisfaction.
• Handle changes in policies or renewals.
Quality Assurance Specialist
Sperian Energy, Nevada
January 2015 to January 2016
• Participate in the design of call monitoring formats and quality standards
• Performs call monitoring and provide trend data to site management team
• Prepares and analyzes internal and external quality reports for management staff review
• Scrub and prepare all lead list data for all telemarketing campaigns using the company's CIS Scrubbing Database
• Manage the Third Party Verification vendor relationship for the company
• Responsible for assisting with On-Boarding new telemarketing vendors to Sperian Energy
• Maintain all state and federal Do Not Call list to ensure company compliance
• Assist in managing escalated customer complaints, both informal and formal, received internally or through third party by monitoring, tracking, and responding to customer complaints in a timely manner
• Provide useful information regarding state specific and federal compliance rules and regulations that impact the quality of a sale
Customer Complaints & Support
AGR Group Inc-Las Vegas, NV
February 2013 to March 2014
• Resolve client complaints by active listening, effective communication and proper documentation
• Coordinate with clients to determine the terms and conditions of drafting contracts
• Communicate through email and mulit-line telephone to ensure quick response to customers
• Provide essential development and evaluation strategies
• Responsible for researching technical solutions
Quality Assurance Monitor
AGR Group Inc
February 2013 to December 2013
• Carefully monitor calls and document results in detailed reports
• Sort and discard products not meeting the quality specifications
• Filing daily reports and report if any flaws were found in the finished product
• Daily use of Microsoft word, Excel and Access
• Implement the quality standard set by the company
• Confirm payments and account statuses
Corporate Trainer/ Sales Supervisor
Direct TV
February 2012 to November 2012
• Create and maintain a positive and professional learning environment
• Perform the tasks of developing strategies for advertising and promoting the products
• Delivered, projected and motivated trainees through effective training methodologies both in Field, group and individual classroom dynamics
• Utilized a variety of training techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training programs
• Proactively worked with the Management team to identify and resolve issues
• Setting examples for other staff in areas of personal character, commitment and work habits
• Involved with recruiting qualified and talented sales representatives to the company Dispatcher/Administrative Assistant
Budget Truck Rental
December 2010 to February 2012
• Attend to service calls
• Routing store deliveries in cost efficient manner
• Run credit card information for accounts
• Monitor technicians incomplete work orders
• Assist area supervisor with dispatching & routing technician to service calls
• Maintain a comprehensive record of expenses, consumer requests, and performed activities
• Responsible for customer service, heavy phone volume, price quotes and shipments
• Schedule and confirm appointments
Education
Law with a minor in Psychology (Working on BA of Law with a minor in psychology)
Abraham Lincoln University-Las Vegas, NV
February 2019 to Present
Medical Assistant Program (GED)
Adult Education High School-Las Vegas, NV
May 2013
Upper secondary education
Skills
• Software quality assurance
• Legal case management
• Visio
• Telemarketing
• Phone etiquette
• Health insurance sales
• English
• Productivity software
• Technical writing
• Research
• Adult Education
• Communication skills
• IVR
• Warehouse management
• Ability to study, interpret and analyze business data
• Quality Assurance
• Microsoft Office
• Superior leadership, organizational and analytical skills
• Production management
• Data entry
• Health insurance
• Microsoft Excel
• Effective communicator with the ability to handle multiple tasks and meet deadlines Introduced new work processes to better the work performance and efficiency Excellent time management, customer service and analytical skills
• Microsoft Access
• Team management
• User Acceptance Testing
• Data Warehouse
• Customer service
• Legal Drafting
• Legal administrative experience
• Time management
• Proficient with computer literacy such as Microsoft office skills, Excel, Access, Utilibill, Trusted TPV, CIS Database etcetera
• Microsoft Outlook
• Legal research
• Technical troubleshooting support
• Salesforce
Certifications and Licenses
Life & Health Insurance License
Series 66
CompTIA A+
Contact this candidate