Anee Vigueras Duarte
San Antonio,TX
Summary
Professional support specialist equipped to meet and exceed client expectations. Known for strong collaboration skills, adaptability, and delivering reliable results in dynamic environments. Expertise in problem-solving, communication, and customer service. Aptitude for managing multiple tasks efficiently and maintaining positive client experience.
Overview
16
16
years of professional experience
Work History
Remote Student Support Representative Phone & Chat
American Public University Systems
06.2022 - Current
- Remote/WFH: Student tier-1 assistance for APU & AMU students
- Have broad-based knowledge of the University and its policies (including FERPA laws) as well as degree programs, courses, financing methods, and administrative procedures/processes
- Be familiar with information related to federal education funding options as well as U.S Military educational funding sources
- Be a one-stop resolution for students with tier-1 questions
- Other responsibilities including: social media moderation, training with new hires & peer mentoring
Remote Customer Service Rep & Chat Support
Kohls Operation Center
08.2018 - 06.2022
- Provided customers over the phone and chat support for online shopping and credit needs
- Handle sensitive customer information as well as articulate sensitive information to customers
- Guide customers through site navigation on both our shopping and credit sites
- Orchestrate team building exercises
- Floor support/resourcing for new hires and peers
- Accepted high volume of inbound inquiries while navigating through multiple screens and applications to provide the best customer service experiences
- In office 2018-2019; Remote support from 2020-2022
- Associate of the Month for the San Antonio Branch Dec
- 2019
Overnight Claims Data Entry & Customer Support Representative
Wellmed
08.2016 - 06.2018
- Accurately transcribing incoming claims into electronic system in a timely manner
- Meeting daily quota on claim intake
- Provided physicians with general claim status & assisted with reviewing of claims in a professional & timely manner
Technical Specialist/Retail Support Rep
Sears Holdings Corporation
04.2015 - 06.2016
- Provide technical assistance to members over the phone on kitchen and laundry appliances; set up technician visits when needed; sell protection agreements for appliances
- Cross trained for over the phone retail support placing orders for members set up delivery and installations as well as protection agreement sales and home improvement sales
Technical Specialist/Retail Support Rep
Volt/Pace- AT&T Uverse
12.2014 - 04.2015
- Provided over the phone technical assistance to customers for internet; tv; and computer issues; setting up technician visits
Executive Assistant
LTD Financial Services
01.2009 - 01.2014
- Maintained detailed administrative and procedural processes that reduced redundancy and improved accuracy and efficiency to achieve organizational objectives
- Composed and drafted all outgoing correspondence and reports for managers
- Verified and logged in deadlines for responding to daily inquiries and outlined the appropriate processes and procedures necessary to fulfill and complete inquiries
- Developed creative promotions to encourage employees to meet production goals
- Oversaw inventory and office supply purchases
- Provided efficient customer service to clients
- Assisted in all areas of administrative work including data entry, receptionist duties, file organization, research and development
- Assisted in Human Resource duties to include meeting set up and insurance meeting, employee training, 401k, EEOC and workman’s compensation training for management
Education
Bachelor of Arts - Entrepreneurship
American Public University
General Diploma -
William Howard Taft HS
01.2009
Skills
- Customer satisfaction
- Remote support
- Organization
- Microsoft office
- Escalation handling
- Documentation
- Social media Moderation
- SLA compliance
- Training and mentoring
- Teamwork and collaboration
- Technical troubleshooting
- Self motivation
- Artificial Intelligence Training
Timeline
Remote Student Support Representative Phone & Chat
American Public University Systems
06.2022 - Current
Remote Customer Service Rep & Chat Support
Kohls Operation Center
08.2018 - 06.2022
Overnight Claims Data Entry & Customer Support Representative
Wellmed
08.2016 - 06.2018
Technical Specialist/Retail Support Rep
Sears Holdings Corporation
04.2015 - 06.2016
Technical Specialist/Retail Support Rep
Volt/Pace- AT&T Uverse
12.2014 - 04.2015
Executive Assistant
LTD Financial Services
01.2009 - 01.2014
General Diploma -
William Howard Taft HS
Bachelor of Arts - Entrepreneurship
American Public University
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