SUMMARY

• System knowledge - iTunes Connect, Google Play Console, BiznesApps, iwriter, Brightlocal, Wordpress, Google Drive, MS Office Suite, Excel, Online Payment Tools, Admin Tool, Cbc, Accurent, Supreme, Yom, Otis, FDR, Innovis
• A little over a year experience as a Web and App project Coordinator, did blogging and quality control check of the web builds.
• Over 10 years of experience providing customer support in busy call center environments for cable, banking, and collections employers
• Skillfully manages high-volume workload within deadline-driven environments
• Enthusiastic and ambitious with a desire to learn
• Accomplished at handling upset customers, conflicts, and challenging situations
• Exceptional verbal and written communication skills
• Handled inbound and outbound calls with the objective of collecting delinquent accounts.
• Responded promptly and answered/resolved customer inquiries and complaints
• Successfully resolved payment issues on all types of credit cards, loans, and billing accounts
• Negotiate repayment arrangements
• Proficient typing, use of multi-line phone system, and providing skip tracing services
• Trained and coached team members to deliver a high standard of customer service
• Complaint handling and dispute resolution for customer retention

PROFESSIONAL EXPERIENCE

Customer Service Representative

Confidential

Responsibilities:

• Address customer service inquiries in a timely and accurate fashion.
• Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments
• Negotiated payment arrangements and service agreements
• Highly-skilled in researching difficult account and product issues to provide quick and final resolution to satisfied customers
• Provided input to assist in selection and implementation of new products and services
• Educated customers on billing, products and repair issues

Marketing Representative

Confidential

Responsibilities:

• Make outbound cold calls, marketing analysis surveys, leads from home shows, fairs and referrals and schedule demo appointments
• Take incoming calls from scratch cards sent in the mail and schedule demo appointment

Office Coordinator

Confidential

Responsibilities:

• Open the office during the week
• Type up sales reps daily schedule and on Monday's type up Saturday, Sunday and Mondays
• Have service check daily schedule for current owners before sending reps out
• Service departments daily report
• Marketing department daily report
• Sales reps daily report
• Daily sales report
• Update new sales and there serial numbers to sales tracker
• Create new folder for each sale
• Update white board with new sales and/or cancels
• Balance business bank account what sale has been paid on and stamp sale folder paid with the date
• Copy finance paperwork and fax to finance company
• Run credit card sales
• Copy checks and put in sales folder and give the check to boss to deposit to business checking account
• Update problems tracker and make calls to appropriate parties for further actions to solve the issue
• Take incoming calls and transfer to the appropriate departments or handle the call myself or take a message for the correct party
• Every Monday morning call sale reps to get there weekly schedules on the white board
• Check out equipment to sale reps or check in equipment
• Dispatch out sale reps to the appointments
• Count inventory for the weekly report
• Monday's I do the weekly report and email it to corporate office Tuesday morning's
• Daily track sale reps gas points for each demo they do
• Daily track sale reps vendor hours for each month
• Monday's type up sale reps gas vouchers
• Monthly report, emailed by the 10th of each month to corporate office
• Put together monthly folder of all reports from the month to the Boss
• Monthly put bank statements and receipts for the month in a folder and mail out to the accountant
• Mail Original documents to finance companies
• Run credit applications for sale reps
• Put together training folders
• Issue new sale reps equipment and gifts to hand out
• Call on resumes, send emails and schedule Interviews
• Get faxes off printer and bring to the appropriate department unless it is finance paperwork for my sale reps
• Call and reschedule appointments when there is no sale rep available
• Warranty each sale and unwarranted cancelled sales
• Put together scratch cards to go to post office
• Give sales reps there paychecks on Tuesdays, have them sign it and I make them a copy
• I call on accounts that are past due to the finance companies
• Check office supplies weekly and make a list for the boss to order supplies and once shipment comes in I then put supplies away
• Seal, stamp, address label envelopes/bills going out in the mail from the boss
• Order pizza for the new training classes
• Stock the women's and men's bathroom weekly and throw trash daily
• Stock Kitchen weekly and throw trash and clean up daily
• Stock printer with paper
• Monthly I hold a themed potluck and recognize birthday's with a card and on anniversary's with the company

Web and App Project Coordinator

Confidential

Responsibilities:

• Called new and renewal clients and emailed them information of what I will need to collect from them in order for their web developer to build their web site. I collected the images, logo, content, Domain user name and password, color scheme, layout, contact information, contact form email address and went over the build process and what they can expect.
• Download the clients images and logo I received into Google drive folder
• Also call the clients every other day if not daily until I was able to reach the client and get what we needed to build the site by leaving messages and sending emails.
• Every day I ask the web developers for updates on their assigned web builds and update notes to web build tracker and to my task and the developers tasks.
• Followed up with the clients by phone to see what they think of there we build after the developers emailed to client there site needs to be previewed and approved before we launch the site. And I would report the information back to the developer, unless the developer was available to get on the phone to go over there change requests. And or client would email in the changes to me and I would forward to the developer.
• Every week I would follow up with my content writers and see if they are done with the content writing and if they have sent out Preview content email to client yet and if they have not been able to reach the client for content approval then I would call and email the client to get there approval on the content.
• Communicated with the App developer through email and I called and emailed the clients to Preview there App build with them. And then I would email the App developer of the change requests the clients wants on their App and then he would make the changes and let me know and I would look over the App preview to make sure the changes were done and call the client to see what they think of App build and to get there approval to publish the App. I also emailed the instructions to the clients to preview on their phone.
• Ordered the clients App poster and Flyers, would verify the QR codes before placing order
• Called and emailed the clients How to setup Push Notifications for their App.
• Monitored the statuses of the Apps in Google Play Console, iTunes Connect and BiznesApps. If there was flagged messages I would figure out what the issue was and correct it in BiznesApps portal.
• Offsite blogging and sent tweets after each blog post . Manually checked rankings of each blog posted before and after blog posts and updated to rank tracker.
• Typed up weekly meeting Ranking Reports
• Quality Control Check for new builds and existing builds
• Closed office nightly