INTUIT, INC., Plano, Texas
Tier II Customer Service Representative
• Exceptional Subject matter expert of complex inquiries on Intuit’s ProTax division that made an excellent contribution to the training and development of our seasonal Teams.
• Responded to complex inquiries of a process of procedural nature that were not routine and require deviation from the standard screens/scripts.
• Team Lead in training that was a role model that led by example.
• Reviewed established procedures tools and systems and proactively recommended changes when appropriate.
• Assisted with product and/or service fulfillment issues, account maintenance issues, and/or general inquiries across customers’ end-to-end experience.
• Driver of problem resolutions that required follow-up and/or escalation to a higher level of expertise.
• Worked on assignments that where complex in nature and where considerable judgment and imitative were required.
• Identified, proposed and actively drove solutions for areas of opportunity pertaining to the Customer Service functional unit group.
• With results of annual Forbes 100 Best Places to work survey I drove functional unit level projects to raise team compliance and moral.
As part of Intuit’s outsourcing customer service pilot plan to the Philippines, developed training and trained the trainers and agents; also served as a subject matter expert on Intuit’s ProTax products. The training was so effective that the first call issue resolution scores increased to 90% during tax season; a new record that surpassed the stretch goal of 80%. This also led to an award as top performer of the quarter for the ProTax division.
GENERAL MOTORS ACCEPTANCE CORPORATION, Dallas, Texas
Dealer Service Specialist
• Processed 50-60 credit applications for South and West USA commercial sized customers for dealer review.
• Checked 2-3 bank references for each fleet and commercial customer.
• Discounted and booked 40-50 retail and Smart-Buy™ contracts a day.
As temp-to-hire personnel for GMAC, being recognized as a top performer extended the contract to a full year and a promotion to Dealer Service Specialist.
TRAVEL CENTERS OF AMERICA, Cheyenne, Wyoming
Quick Service Restaurant Shift Manager
• Supervised 4-5 employees in Quick Service Restaurant during shifts and upcoming shifts.
• Maintained equipment standards and maintenance of facility for multiple pieces of equipment on both the Burger King and Taco Bell sides of the restaurant.
• Counted the safe and tills at end of day; responsible for night/mid day drops.
As a new employee for a newly renovated site for Travel Centers of America I was recognized as top performer within first few months of work and rewarded with promotion to Shift Manager.
Description
