Cabrillo College

Merced College

Customer Support Extraordinaire who loves to help people, and inspire!  Let’s build each other up!!

Portland, Oregon, United States

Foresight Mental Health

Operations Coordinator

Most productive scheduler, commitment to quality and accuracy Adaptable and mindful customer service that is individualized for every claimant and clientFollows precise scheduling protocols to ensure compliance/service within SLAObtains critical information needed to correctly and efficiently scheduleRecommends web portal use to clients, assists with setup, troubleshoots

ExamWorks

Scheduling Coordinator

Was the face of Revant through communications with customers. Created loyalty, and became a trusted resource.Daily detailed and Individualized care via emails to customers (prospect and return). This resulted in positive customer reviews and calls outs on social media platforms. Maintained 97%-99% customer scarification rating on Hively. Monitored and responded to customer reviews through all channels. Used daily: HelpScout, BrainTree, PayPal, Asana, Google SpreadsheetsLaid off in October due to lack of work for Customer Service team.

REVANT OPTICS

Experience Guide (Eyewear Expert)

Customer service via phones, chat(Olark), and emails (ReplyManager). •Took orders•Processed returns and exchanges.Investigate possible frauds, utilized Subuno software daily. Daily upkeep of inventory, added new listings to various platforms (Big Commerce, Ebay, and Amazon). Documented and improved processes for knowledge base & site FAQRe-established and updated a monthly commuter challenge Started March 5th, 2018-June 23rd, 2018 650 messages sent, 1064 total tickets handled, 2 minutes 17 seconds average handling time:•March 23.4% agent contribution in a 4 person team (I was one of 2 trainees)•April 48.4% agent contribution in a 3-4 person team (1 person left two weeks in)•May 41.8% agent contribution, 3-5 person team (2 trainees)•June 37.7% agent contribution in a 5 person team

ReRack

Ecommerce Customer Service

Customer service representative role includes service for customers and stores, via the phone, emails, chat(zendesk), and mail using Microsoft AX & Ignite (previously QOP). One of two people assigned to project work for (Advance) replacements for shipping errors and defective items. In 2016 (2/6/16-2/5/17) I had over 10000 contacts via calls, emails, and chats. AHT for calls was 4:04, emails 3:37, chat 7:41.  I recognize and adapt to the various channels through which customer contact is initiated. Regularly leading the team with emails and calls. QA testing prior to launches. Fraud prevention, verifying potential fraudulent activity on accounts identified as having potential suspicious activity identified by the various detection systems. Responding to payment declines, as well as overcharged credits.In performance reviews I was continuously told I was a producer-highly productive.

Hanna Andersson

Customer Service Representative

Administrative Assistant role includes submitting Advance Shipping Notices. When needed, revising and investigating. Moved, and organized filling system as well as filling reports. Coverage for Receptionist when needed.

Administrative Assistant

Organic Valley

Brand Ambassador

Worked Portland's Rock 'n' Roll Marathon health expo May 15 & 16, 2015.

Fitletic, LLC

Worked the Craft Brewers Conference April 14-17th, 2015.

Kinnek

Worked as brand ambassador/model March 28th & 29th 2015 for the Oregon Hemp Convention.

Oregon Hemp Convention

Brand Ambassador/Model

Worked the Pacific Northwest Sportsman show February 4th-8th 2015, as well pre-show help on the 3rd.

Archers Afield

Model/Sales/Brand Ambassador

Scheduled and dispatched service vehicles to appropriate locations according to customer requests, specifications, or needs, using data messages.Tracked and monitored real-time situations, and responded to any situation reported by those in the field with priority.Data Entry of medical transportation ride requests, changes, and cancellations. Dispatched rides, and assisted with solving related issues.

Broadway Cabs

Dispatcher

Research Oregon market and industry trends.

Inkaddicts.com

Freelance Research Consultant

Lollapalooza August 2-4 2013Represented brand, increased awareness, established customer relationships, generated sales opportunities and customer service.

Coco Loco

Worked STYLEMAX Chicago August 9-13th 2013

Jayli Imports Inc

Model (& Fashion Trade Show Help)

Established contacts list of relevant industry press contacts and starting reached out to influential new media contacts & bloggers for future partnerships.Conducted social media audit, and developed a social media plan along with metrics. Registered new platforms & began verification processes.Researched industry trends & standards for the development of social media integration campaigns, promotional offers, and events. Created content for various social media platforms.

Schubros Brewery

Social Media Coordinator (Contract)

Assisted Barrel Club Manager, covered duties when needed. Refocused wine club, the focus became the members and their experience. Conducted April of 2012's Wine  Appreciation Class for wine club. Basic photography, and editing.Merged and converted social media platforms for effectiveness. Established credibility as a trusted source. Integrated multi-channel marketing (social, mobile, digital, offline) and optimized customer engagement. Developed and managed social media content for the marketing calendar. Researched, established, and oversaw relationships with Local photographer for bottle shots, tasting & event photography. Local graphic designer for last-minute design needs. An established Virginia Chef who agreed to produce wine recipes and food pairings for us.My efforts have gotten the winery onto the Social Media Winery Index (Vintank) as well as in the TOP 50 Wineries within three months.

Oak Ridge Winery

Social Media Coordinator - Tasting Room, Events, Sales & Marketing

Conduct social media audits. Launch and manage social media platforms. Facilitate conversations, and determine sentiment.Humanize, reconcile, and update content.Identify opportunities to build synergies between marketing and traditional public relations brand awareness efforts which included: partnerships, sponsorship, philanthropy, media placements, and product seeding. Integrated multi-channel marketing practices(social, mobile, digital, offline) and optimized multi-channel customer engagement. Assess, cultivate, expand, and manage social research resources. Data mining, and list building.

Social Media Marketing Consultant

Coordinator, Advocate, Analyst, Content Strategist, Growth Lead

Snowbomb

Serving customers and providing customer service.

The Brown Jugg

Bartender

Superior customer service for over 150 worldwide brands, helped build and maintain loyalty via; Incoming calls, outbound callbacks, faxes, post, and emails. Held position one in queue for incoming calls, took majority of daily toll calls which lead to highest CPH as well as 'Most Accurate', throughout my employment. Strove for one call resolution which contributed to earning “Top 100 Call Centers in  America” for 2010. Provided basic technical support for online communities. Proficiency with CRM enterprise application.Actively refined and contributed to specialized department knowledge base, and development of my proficiency. Knowledge base included; Internal and external consumer quality issues, past and present. Corporate history, product information (vine to bottle). Legal guidelines pertaining to job functions. Trained, and successfully conducted tasting events, including hand selling “dry tasting” demos. Proactive contributor which resulted in procedural changes, and less downtime;Constructed content for emails, and letters to consumers. In March 2008 I began research on social media, focused on relavance to industry. Collected data which was used in proposing social media to the winery.

E & J Gallo Winery

Consumer Information Representative

Elegant Bull

Provided high quality and personalized customer service. Timely processed, both incoming and outgoing faxes. Modified and delivered to guests, personalized fax cover sheets within hours of check-in. Scheduled and administered wake-up calls.Screened and directed, high volume of calls and correspondence (connect, transfer, and dictate).Used dispatch equipment for communicating internal messages in a timely manner. Monitored and logged all internal communications.

Four Seasons Hotels and Resorts

PBX Operator

Customer service which included: Billing, payment processing, inquiry follow-up, front counter service and maintenance of newspaper archives.Managed accounts payable and accounts receivable for Circulation department, working directly with finance to researched variances and resolved disputes. After processing, archived all documentation original or not. Successfully trained processing and procedures to an appointed coworker for an easy transition after my departure.Developed as well as initiated new programs that circulated and decreased unearned revenue. As well as new account maintenance forms and procedures making the department more efficient.Throughout my employment, I earned the highest annual commission.

Merced Sun-Star

Conducted screening, collected data, and conducted over the phone surveys for various projects. Assisted with monitoring of calls of peers for representative feedback and future training.

Westat

Telephone Data Collector

- Was being trained for counter manager position prior to leaving.  • Expanded age range of recorded clientele (added ages 16-35, previous clientele was limited to primarily 45+).• Customer service which included but was not limited to personal consultations, pre-selling, suggestive selling, inventory, cash & credit card transactions.• Event planning for national artists, department, and seasonal sales. Scheduled appointments for national artists as well as consultations for department staff.•. In just days, created layout, organized, and stocked cosmetic department stockroom. After which, I was offered Beauty Advisor position (in my first week). Was previously a seasonal sales associate from October 2001 - January 2003.

Ella Murillo