Angela Min Lionica
Manassas,VA
Summary
Experienced customer service representative with over 20 years of experience working in a real estate setting. Skilled in coordinating client needs, and providing excellent customer service. Detail-oriented and organized.
Overview
22
22
years of professional experience
Work History
Customer Service Representative II
ATCC
01.2024 - Current
- Provide professional customer support to researchers, laboratories, universities, and organizations regarding products, orders, account information, and services.
- Respond to customer inquiries via phone, email, and virtual communication channels while maintaining high levels of accuracy and customer satisfaction in a remote work environment.
- Process orders, returns, account updates, and service requests in accordance with company policies and procedures.
- Research and resolve customer issues, escalating complex concerns when appropriate to ensure timely resolution.
- Collaborate remotely with cross-functional teams, including Sales, Operations, Shipping, and Finance, to address customer needs and facilitate order fulfillment.
- Maintain detailed customer records and documentation using Microsoft 365 applications and internal business systems.
- Utilize Microsoft Outlook, Teams, Excel, Word, and other Microsoft 365 tools to manage communications, reporting, and workflow activities.
- Monitor order status and proactively communicate updates regarding shipments, delays, and issue resolution.
- Support process improvement initiatives by identifying recurring customer concerns and recommending solutions to enhance service delivery.
- Demonstrate strong time-management, organization, and problem-solving skills while successfully working independently in a remote environment.
REO and Referral Coordinator
AveryHess Realtors
08.2008 - Current
- Received and processed incoming referrals for real estate services in a timely and accurate manner
- Ensured timely follow-up with referral clients and other real estate professional to ensure successful transaction.
- Assisted in the development of referral marketing strategies to promote referral program
- Managed client files to send updates and status reports by phone and/or email.
- Collaborated with other real estate network members outside of the market area to provide awareness of real estate in society through advertising campaigns and programs.
- Refer rental inquiries to rental agent and follow up with customer for possible future home purchase
- Able to work independently and supervise a team of agents, resulting in the best results.
- Manage Corporate and Real Estate Owned (REO) billing systems.
- Worked closely with Banks to facilitate property inspections, repairs, negotiated purchase contracts and
- Ensure timely payments to vendors and accurately completed reimbursement forms to clients.
- Review and resolve outstanding code violations, utility liens and other liens.
- Coordinate and analyze repair bids to determine the cost benefits and arrange property preservation to enhance the marketability of properties.
- Implement repair strategies upon approval from management, client and/or investor.
- Maintain and report department production reports to branch managers and President of the company.
Administrative Assistant
Village Center Chiropractic
08.2004 - 08.2008
- Handled patient check out, including collecting co-pays and balances
- Managed medical records and filing system
- Created and updated patient charts
- Developed patient charts and maintained patient confidentiality
- Verified patient insurance coverage and benefits
- Facilitated communication between patients and healthcare providers
- Explained insurance coverage and benefits to patients
- Responded to patient inquiries via phone, mail and e-mail
- Prepared and submitted insurance claims
- Entered patient medical records into EMR system
- Scheduled and confirmed patient appointments
Education
High School Diploma - undefined
Chantilly High School
Chantilly, VA06.1996
Skills
- Customer Service
- Microsoft Access
- Microsoft Outlook
- Microsoft Windows
- Needs Assessment
- Database Management
- Real Estate
- Typing
- Accounts Payable
- Administrative Assistant
- Bank Reconciliation
- Billing
- Inventory Control
- Microsoft Excel
Timeline
Customer Service Representative II
ATCC
01.2024 - Current
REO and Referral Coordinator
AveryHess Realtors
08.2008 - Current
Administrative Assistant
Village Center Chiropractic
08.2004 - 08.2008
High School Diploma - undefined
Chantilly High School