Verification Call Representative at ClearSource (2020-11 – 2024-02)
- Improved work order verification accuracy by ensuring 100% completion of required verification steps before order progression through structured customer verification calls and detailed documentation.
- Reduced order processing delays by maintaining accurate customer records and updating internal order management systems, enabling faster work order completion and improved operational efficiency.
- Enhanced customer satisfaction by providing timely phone and email support regarding work orders, scheduling, account information, and verification requirements while maintaining SLA compliance.
- Maintained accurate project documentation and customer records by documenting verification outcomes and updating internal systems to support efficient operational support and reporting.
Account Services Manager/Order Manager at West Contacts Solutions/Alorica (2013-06 – 2020-11)
- Managed and tracked 20-50 customer work orders weekly from creation through completion, ensuring accurate order entry, documentation, progress tracking, and timely fulfillment through effective coordination with cross-functional teams.
- Increased customer satisfaction by 20% through efficient work order management, proactive customer communication, accurate billing, and timely issue resolution throughout the work order lifecycle.
- Improved project execution by coordinating service activations, scheduling Test and Turn Ups, and collaborating with internal operations teams to minimize client downtime and maintain project schedules.
- Reduced order delays by monitoring work order progress, maintaining status reports, and providing stakeholders with timely project updates and progress tracking throughout each project phase.
- Improved billing accuracy by implementing standardized documentation procedures, ensuring completed work orders were processed efficiently for invoicing and operational reporting.
- Strengthened long-term client relationships by delivering exceptional customer service, coordinating project updates, and providing consistent operational support throughout the order lifecycle.
- Maintained accurate project documentation, spreadsheets, and internal records by updating work order status, tracking milestones, and ensuring data accuracy for management reporting.
- Collaborated with project and operations teams to prioritize work orders, resolve scheduling conflicts, and support successful project completion while maintaining service-level objectives.
Consultant for PayPal UK at Sutherland Global Services (2012-01 – 2012-10)
- Achieved customer satisfaction ratings exceeding 90% by resolving customer inquiries through email and phone while accurately documenting account activities and maintaining operational records.
- Improved transaction visibility by updating customer accounts, tracking payment requests, and maintaining accurate documentation to support operational reporting and issue resolution.
- Maintained compliance with company standards by documenting customer interactions, safeguarding confidential information, and ensuring complete and accurate project documentation.
- Increased response efficiency by prioritizing customer requests, coordinating with internal departments, and maintaining accurate case tracking to support timely issue resolution.
- Enhanced customer confidence by providing accurate transaction timelines, account information, and work order updates while ensuring effective communication throughout the support process.
- Strengthened cross-functional collaboration by coordinating with internal teams to resolve complex customer issues and support operational objectives.
Customer Service Representative for PayPal at Eperformax (2008-09 – 2012-01)
- Achieved customer satisfaction rates exceeding 90% by resolving customer inquiries through phone and email while maintaining accurate documentation and timely follow-up.
- Improved customer experience by tracking online transactions, updating customer records, and maintaining accurate documentation to support efficient operational processes.
- Maintained secure and organized customer records by ensuring data accuracy, confidentiality, and compliance with company policies.
Marketing Associate at Eperformax (2007-01 – 2008-07)
- Improved order fulfillment efficiency by coordinating customer order placements, verifying product availability, and maintaining accurate documentation to support successful order completion.
- Increased customer retention by resolving product concerns, processing exchanges efficiently, and coordinating with internal teams to deliver timely solutions.
Marketing Associate at CallExpand (2006-10)
- Contributed to team sales objectives by executing outbound customer engagement activities, maintaining accurate prospect records, and supporting operational reporting through timely documentation.
