Mark Cervantes Email & Phone Number

Check status of merchandise and inform customers of their options.Prepare appropriate paperwork, issue refunds, exchanges, cancellations and service claims.Determine what service is necessary and negotiate settlements.Resolve various situations over the phone or in-person for internal/external customers.

Omaha, Nebraska, United States

Provide information about the products and services Troubleshoot and resolve product issues and concernsDevelop and maintain a knowledge base of Banking and accounts Payable

• Responded to customer inquiries by telephone to provide problem resolution• Utilized Zendesk Point of Sale System to buy tickets and locate customer information• Resolved complex or unusual requests and problems and escalate if needed• Averaged 70+ incoming calls from customers and brokers• Followed up with customers to ensure satisfactory experience• Answered high volume of customer inquiries regarding ticket sales, order status, fulfillment and payment questions • Assisted customers with questions on list and sell their tickets • Resolved customer problems, investigate issues, and work with supervisors and technical team to find resolutions • Timely followed up with customers when first contact resolution was not possible • Provided premium support to our Clients and Season Ticket Holders • Responsible for processing orders in an accurate and timely manner while maintaining profitability and high conversion rates • Created an excellent purchasing experience to build repeat business and provide a high level of customer service to all customers

• Researched and resolved more complex inquiries verbally, in writing, and on-line• Responded to service requests and customer inquiries via Email, Chat and Telephone • Monitored and respond to Community Forums • Initiated calls to premium customers, when appropriate, to answer questions and help resolve issues • Served as the single point of resolution for the customer • Assisted customers with product information and site navigation. Ensured that new customers are familiar with LinkedIn procedures and processes that will impact their ability to manage their on-line businesses • Provided feedback to management regarding necessary changes and updates; including upgrades, functionality and customer care issues

• Responsible for the end-to-end customer order & delivery process for all products• Serve as part of a customer(s) specific team supporting all inquiries• Managed each call interaction while maintaining customer satisfaction ratings• Lead efforts to resolve customer issues including on time delivery and dispute requests• Serve as point of contact for customers on complaints and issue resolution• Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for each of the assigned product lines• Handle technical queries from assigned customers and be knowledgeable of and sensitive to business, social and cultural issues significant to their customers• Perform other duties as assigned by manager

Omaha

• Opening and closing responsibilities • Ran POS Systems• Handled Monies in and monies out• Set up and broke down events and parties• Checked customers in and out• Handled all customer issues in person• Properly documented any issues and resolutions

Omaha

• Managed our Collections systems and database• Automated dialer experience • Arranged for debt repayment or establish repayment schedules, based on customers’ financial situations• Traced delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through the questioning neighbors

Omaha

Verify that prepared food meets requirements for quality and quanityRead food order slips or receive instructions as to food required by patron, and prepare and cook food according to instructions Set up work stationWash and sanitize tools, knives, kitchen area, tables, and utensils