APRIL N FONTENOT
Senior Advisor , Customer Service Representative and Technical Support Advisor
HOUSTON,TX
Summary
Results-oriented professional, uses advanced skills gained through training and experience to build customer base and increases revenue. Trusted resource to foster client relationships and help advisors manage and grow business. Adapts to rapidly changing business and technology environment.
Overview
13
13
years of professional experience
Work History
Senior Advisor
Kelly Connect
Troy, MI
10.2017 - 08.2021
- Assisted customer care representatives with escalated calls for Apple in fully remote position.
- Took over 50 inbound calls from Apple customers and provide technical support service as well as assist them with navigating their devices and walk them through how to trouble -shoot on their respected devices.
- Processed complaints, sent daily emails to clients.
- Worked with clients in resolving their unresolved technical support issues.
- Created tickets for clients for Apple for further support out of my scope that have unresolved technical and or customer service issues.
- Attended weekly round table meetings to learn of Apple’s new and upcoming products to better assist our clients.
- MAC operating system and remote phone system on headset device to take inbound calls.
- Placed outbound calls to clients for follow up on unresolved cases and or tickets after escalating for further review.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Move Coordinator
Graebel Companies
Houston, TX
03.2014 - 04.2017
- Assisted move coordinator in preparing estimates for prospective employees of large corporations under contract .
- Answered Phones and took 15 to 20 calls per day, Heavy typing, faxing, scanning.
- Emailed all correspondences to appropriate parties.
- Provided quotes after completing estimates for clients.
- Worked in fast paced office environment while using Windows based computer system along with Outlook and other various computer applications.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Customer Service Representative
First Data
HOUSTON, Texas
09.2009 - 03.2013
- Maintained early stage unpaid checks for various merchants
- Placed 50-60 outbound calls to consumers as well as processed payments.
- Worked in fast paced environment with multi-line phone system as well as Windows based computer system
- Light faxing, copying, printing.
- Provided information regarding charge accounts and loyalty programs and established strong customer relationships.
- Educated customers about billing, payment processing and support policies and procedures.
Auto Finance Representative
JP Morgan Chase Bank
HOUSTON, Texas
09.2008 - 08.2009
- Reviewed file documentation ensuring all loan applications was complete, accurate, and verified.
- Maintained documents for prime and subprime car loans.
- Requested affidavit and refinance options.
- Maintained thirty day car loans and custom financed accounts to insure loan payments were made monthly.
- Processed paperwork for thirty day car loan extensions.
- Took 50-70 inbound calls per day on multi-line phone systems.
- Worked in fast-paced office environment.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Discussed financial options with clients and provided informed suggestions.
- Answered inquiries and provided information to sales representatives, distributed appropriate paperwork and fulfilled quote requests to deliver excellent customer support.
- Prepared contracts and related documentation according to strict standards.
- Presented financial plans to clients based on analysis of financial status and goals.
- Accurately processed routine financial transactions such as extensions for customers.
- Offered competitive commercial banking solutions and retail financing options.
- Worked with clients and finance companies to find optimal solutions for financing.
- Oversaw contract performance with preferred partners by managing override payment, performance and projection.
Loss Mitigation Specialist
United Recovery Systems
HOUSTON, Texas
11.2006 - 09.2008
- Assisted Dell financial services clients in resolving their past due account balances from 1-30 days delinquent
- Processed payments by phone , offered settlements , worked personal file.
- Explained legal aspects of loan to borrower, as well as payment terms and clauses.
- Created profitable and efficient solutions.
- Reached out to borrowers to discuss current status and loan workout options.
- Provided reinstatement and payoff quotes to clients.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Explained very technical financial information to applicants in easy to understand language.
- Proactively identified solutions for customers experiencing credit issues.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
- Assessed aging accounts and initiated collection strategies based on conditions.
Customer Service Associate
Eddie Bauer
HOUSTON, Texas
11.2005 - 12.2005
- Greeted customers and assisted them in finding right style of clothing, promoted holiday sales and promotions , worked in cash handling environment.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Executed excellent sales floor merchandising and selling and increased sales by 10%.
- Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
- Resolved concerns with products or services to help with retention and drive sales.
- Demonstrated items to customers and created customer awareness, interest and sales.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Boosted sales revenue by skill promoting diverse service options.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Education
Multidisciplinary Studies
Houston Community College
Houston, TXBachelor of Science - Interdisciplinary Studies
University of Houston - Downtown
Houston, TX05.2023
Skills
- Computer Skills with Mac and Windows
- Typing Speed 90 Words Per Minute
- Peripheral Devices (Scanners, Printers, Fax Machine, Apple Phone's, Apple I Pads, MacBook Pro, Apple Watch)
- Spreadsheet Software (Calc, Excel)
- Policy Execution
- Administrative Support
- Client Rapport-Building
- Closing Procedures
- Sales expertise
- Financial services
- Cash Handling
- Banking
- Business Development
- Relationship building and management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Senior Advisor
Kelly Connect
10.2017 - 08.2021
Move Coordinator
Graebel Companies
03.2014 - 04.2017
Customer Service Representative
First Data
09.2009 - 03.2013
Auto Finance Representative
JP Morgan Chase Bank
09.2008 - 08.2009
Loss Mitigation Specialist
United Recovery Systems
11.2006 - 09.2008
Customer Service Associate
Eddie Bauer
11.2005 - 12.2005
Multidisciplinary Studies
Houston Community College
Bachelor of Science - Interdisciplinary Studies
University of Houston - Downtown
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