Answered client services phone calls, emails and Zoho tickets, completed actionable requests or relayed the information to the responsible colleagues in the appropriate department. Assisted with sorting and organizing specimens sent into the laboratory for testing and engaged in problem resolution when they did not meet receiving criteria.Fulfilled supply order requests of testing and medical supplies, shipping necessary items to sales reps, specimen processors and provider’s offices. Also monitored inventory and requested additional supplies when necessary.Wrote standard operating procedures and company notices for client services functions such as adding new clients.Utilized Labgen to update patient file information, add new clients, edit picklists and complete other accessioning information.

Answer high volume of inbound calls from existing subscribers and potential new clients.Recommend products and value-added services that aligned with the customer’s needs.Assist newly hired team members with troubleshooting questions, educating them on company policies and standards.Consistently exceeded 90 percent on customer satisfaction surveys, while maintaining excellent productivity metrics, such as low average handle time, high knowledge base usage and excellent sales.

Submit, track and organize claims for damaged and lost orders for members of the Firstleaf Wine Club. Synthesize data into a comprehensive summary for company leadership. Train new employees on claims and customer service processes. Followed up with our various business partners, such as WineShipping, on outstanding claims and was able to recover $250K in claims in 12 months for 2021 & $300K in 7 months for 2022.

Interview clients and capture claim details for Auto, General, Property and Worker’s Compensations claims, while ensuring that all their concerns are addressed with the utmost care. Consistently received high scores from management with regards to my customer service, judgment and analytical skills.

·         Manage a portfolio of client communities and listings, maximizing content by proactively seeking out new listings, enriching content and capturing current vacancy information·         Enter the information into the Apartments.com database application, while developing rapport and overcoming objections over the phone.·         Exceed call center metrics of 10 completed calls per hour, with a quality score above 85%

·         Research and locate the client’s requested information, such as checks issued, wire transfers, deposits and teller withdrawals·         Provide additional research and documentation assistance for the Subpoena team·         Utilize RSM, Tele, EIC, Client Research Utility and OnDemand to perform all required job functions

·         IT Incident Management analysis & support regarding Customer Satisfaction Surveys, Quality Control, Lifecycle aging of open incidents·         Train and advise IT Management IPK Group owners on Service Manager Tool & ITSM (IT Service Management) Best Practices·         Provide administrative support for Wisdom, IT Enterprise Knowledge Management Tool (KMS)·         Demonstrated success in driving aging incident duration in a positive direction

·         Technical Customer Service for Apple iOS devices (Apple Suite of products: iPad, iPhone & iPod)·         AppleCare Protection Plan customer support and inside sales·         Consistently a top performer in customer satisfaction surveys·         Train new hires on the call flow process and how to efficiently resolve the customer's technical issues·         Experience of high-volume outbound/inbound telephone customer service or sales

·         Writing, editing and produce general news stories and sports section stories·         Interview people in person or over the phone to gather facts of a story. Maintain an unbiased writing style while highlighting different perspectives on an issue and covering each aspect of a story·         Design and photography work for both the West Austin News and Adelante·         String for the biggest newspaper publication, The Austin-American Statesman, to assist in covering UT Longhorn sporting events·         Promoted to Senior Sports Writer, after working as a general news reporter for The Daily Texan·         One of the founding members of the UT Hispanic Journalists organization (2007)