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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Medina DrHighland Village, TX Street Address EMAIL AVAILABLEPHONE NUMBER AVAILABLETo secure a position within a company that offers professional development and advancement opportunities.Work ExperienceCaregiverHome Instead Denton and Wise CountyDenton, TXFollow protocols for infection prevention and control.Assisted with daily living task such as showering, preparing meals and cleaning.Documenting completed task submitting notes and information to supervisor, .Healthcare Agent LicensedInsurance Agent for Property and CasualtyChewy -Dallas, TXJune 2020-presentConsistently maintain high performing stats that are 90% or above. Coach and mentor fellow teammates on best practices and closing the learning curve in Healthcare. Created weekly newsletters that included best practices on personalizing the call, using empathy verses sympathy, provided tips and tricks on handling Vet Diet and Pharmacy calls. Also covered some updates to the knowledge base and pet insurance tips and tricks. Provided shadow sessions for new hires to Healthcare team and Customer Service agents who ae interested in joining the Healthcare team. Processed new orders, tracking shipments, processing return good authorizations and replacement orders. Apply discounts and credits to customer accounts. Contact vet clinics for verbal authorizations pertaining to vet recommended food and verifying the initial request for approval was received via fax, email or electronic submission. Work with other departments to find a resolution to the customers concerns regarding delivery of shipments, status of pharmacy orders, and other escalated issues. Provide customers with reasons for declined authorizations. Issue reroute requests to FedEx and schedule pick requests for goods that are being returned. Assist customers via email, chat and phone support. Assist with product and medication searches.Provide first contact resolution. Engage with Customers utilizing active listening, patience, empathy and kindness. Maintain product knowledge via Chewy U training.Sr Customer Resolution SpecialistWalmart eCommerce - Fort Worth, TXOctober 2014 to June 2020I was a member of the initial start up team for the Customer Resolutions team responsible for solving escalated customer concerns. Assisted customers utilizing all channels of communication, Chat, Email, Phones and Opinion Labs. Used high level of de-escalation skills, and empathy skills for customer satisfaction. Identify the root cause of the escalation and provide a solution that will work best for the customer and Walmart.com. Instrumental in creating the Pharmacy work group. Created the Knowledge Base articles and processes for the group. Worked with upper management and other departments to ensure the correct outcome for the customer. Complete work assignments and special projects as assigned by management. Support and advise entry level Call Center agents.Customer Service RepStellar LLC US - Hickory Creek, TX SSeptember 2012 to September 2014I was a member of the initial start up team for the Match.com account that handled front line phone calls from members of Match.com both Domestic & Canada. Research accounts using the Customer Service Application (CSA), the Match.com website, and the RightNow administrative tool. Provide accurate information to the members. Make appropriate changes to member data and document action taken in various support tools. Process subscriptions and refunds, as well as any other necessary transactions. Use intuitive skills to effectively determine customer needs, research possible causes, and create correspondence to fully address and resolve customer inquiries. Ensure that all established policies, procedures, quality standards, and site Terms of Use are followed. Relay any trends of potential defects or other patterns noticed to Customer Care Management.Consistently achieve a 90% quality review score and 80% customer satisfaction surveys and other duties as assigned by management.CashierJohnny Joes - Krum, TXDecember 2009 to February 2012Greet and assist customers, operate cash register, balance till at beginning and end of shift, run daily reports and cashier shift report, enter daily information in Excel, track lottery tickets and run daily shift report to balance lottery, assist vendors with deliveries, write checks to vendors, stock coolers and put away excess stock, operate deli and maintain cleanliness of store.Customer Service RepJacuzzi Bath Division - Dallas, TXJuly 2004 to July 2007I was a member of the initial start up team for the Dallas office of Jacuzzi Bath and Sundance Spas. Answer incoming phone calls from dealers and distributors, entering orders, tracking shipments, preparing credit request, process all authorizations for return goods back to the company, processing literature orders from the internet web site, maintaining product knowledge, assist showrooms with selling products, preparing daily open order report for all management and any special projects assigned by management.Office ManagerFallas Landscape Inc - Wylie, TXAugust 2003 to July 2004Accounts payable, accounts receivable, payroll, reconciling bank statements, handling monthly sales tax filing, receptionist, monthly billing, scheduling crews, resolving customer issues, managing advertisements, handled chemical company billing and invoicing, managing storage unit leasing, ordering plants, shipment receiving, creating and maintaining inventory, assist sales staff and owner.Customer Service RepSelkirk LLC - Dallas, TXMarch 1999 to August 2003I was a member of the initial start up team for the Dallas office responsible for organizing and maintaining the central files for the department and individual files, handles one of the top 10 major accounts in the company along with individual territory, processing orders, pricing orders, back up for order and lines report issued to top management, maintain knowledge of current pricing programs for individual regions, heavy phone contact with customers and factories, preparing return good authorizations and credit request, heavy research into billing issues, lost shipments and proof of deliveries, assist with training any new employee, attend training classes for working knowledge of product lines, backup for receptionist, any projects assigned by management and supports the Vice President of Logistics.National Builder Operations CoordinatorBrinks Home Security - Irving, TXJuly 1990 to March 1999Responsibilities include preparing monthly and weekly reports, preparing commission reports, created the training manual for field office coordinators, responsible for all the training within the department and of the field office coordinators, the entire billing process, researching billing issues, balancing monthly and daily registers, heavy phone contact, heavy data entry, all notary business for the department, assisting with the tracking of employee attendance, vacation time and personal time used, assisted with employee annual reviews and supported the National Builder Operations Supervisor.Piece Goods ClerkHampton Industries - Kinston, NCAugust 1987 to August 1989Responsible for data entry of piece good orders and invoices, typed correspondence, created and maintained all flammability testing reports, heavy phone contact with factories and mills, monthly and weekly reports, pulling orders, repacking orders and preparing orders for shipping and assisting with inventory.EducationLenoir Community College 1984-1987Associates Degree - Office ManagementExam FXTraining for Insurance Agent licensed in the State of TexasReferencesWayne BrockChief Scout Executive (retired)PHONE NUMBER AVAILABLERenee IrizarryNiecePHONE NUMBER AVAILABLEAvery FowlerFriendPHONE NUMBER AVAILABLEKarin MillerFriend/Co-workerPHONE NUMBER AVAILABLE/pre> |
