Christopher Urs
Fort Collins,CO
Summary
Experienced customer service professional with a strong background in the Real Estate, FinTech, and BioTech industries. Dedicated team player known for positive and outgoing demeanor, excelling in building strong relationships with clients and establishing rapport. Motivated by maintaining high levels of customer satisfaction and actively contributing to company success.
Overview
9
9
years of professional experience
Work History
Customer Success Associate II
Fellow Health
01.2022 - 05.2024
- Handling approximately 30 to 50 customer inquiries per day and determined root cause of problems to resolve product or service complaints courteously and professionally.
- Provided exceptional support to clinicians by providing onboarding on web portal navigation, billing, order/payment processing, support policies, procedures, and general questions with professionalism and efficiency resulting in positive reflection of company support and customer retainment.
- Managed Cryopreservation Transfer process, shipping to/from our lab, coordinating with third party transport services and IVF clinics to ensure a seamless process for all parties reflecting professionalism and confidence with third-party business partners.
- Collaborated with cross-functional teams such as engineering, product and finance to address client issues promptly, resulting in faster resolutions and increased client satisfaction.
- Implemented effective strategies to track customer feedback, leading to improved service levels and higher satisfaction ratings.
- Creating comprehensive documentation of Standard Operating Procedures (SOPs) and up-to-date knowledge of product and service changes; ensuring clarity and consistency in internal processes for smooth scalability of future team members.
Quality Assurance Associate
Acorns
01.2019 - 01.2022
- Supported continuous improvement efforts for BPO team of 40 customer service representatives in India and Philippines by actively participating in process reviews and developing standardized operating procedures resulting in improved efficiency and consistency of service delivery.
- Conducted weekly quality assurance meetings with BPO team leads to review use case scenarios and identify areas for improvement resulting in improved company representation when interacting with customers.
- Auditing and evaluating agents' phone/email and chat workflows to ensure optimal performance, resulting in enhanced customer satisfaction scores and retention.
- Assisted in the development of training materials, boosting employee understanding of SLA and customer service expectations.
Customer Support Specialist. Tier 2
Acorns
01.2020 - 01.2021
- Handling escalated cases from Tier 1 pertaining, but not limited to: Bank linking, Legal document verification, Name changes, Decedent Accounts, Potential fraud verification, large deposit/withdrawal inquiries.
- Delivering exceptional customer service experiences to customers via phone, email, and live chat channels by maintaining a positive attitude, utilizing active listening skills, and empathetic responses to customer concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Support Specialist. Tier 1
Acorns
01.2019 - 01.2020
- Managed high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Providing financial literacy education and understanding of product app as well as company mission.
- Verifying financial documents and identification resulting in both customer and company compliance security.
- Maintaining customer trust by locating, addressing and providing possible solutions to various financially related issues.
Corporate Customer Service Rep.
Irvine Company
01.2015 - 01.2018
- Excelled in a fast-paced organization answering all incoming calls from residents for Irvine Company Apartment portfolio consisting of over 150 different properties.
- Audited lease term agreements such as correct rent, lease break fees, concession addendums as well as processing Renewal offers for current tenants and move out letters for tenants terminating leases
- Addressing resident needs including but not limited to: Maintenance Requests, Customer Care, Renewal Inquiries about extending or terminating leases, Financial Inquiries, and any other general questions they may have, or directing to appropriate departments to where they may be best assisted
- Worked closely with sales teams to ensure smooth onboarding process for new corporate customers, resulting in higher retention rates.
Skills
- 5 years of Remote Work and Start-Up Company Experience
- Documentation of process improvement for Training and Development
- CRM software expertise such as Zendesk, Intercom, Looker, FullStory, Slack, and Stripe
- Payment Processing and Order Fulfillment
- Tools such as Notion, Fullstory, and Figma
- Customer Service Professional spanning multiple industries
- Proficient in communication channels such as Phone, Chat and Email
Timeline
Customer Success Associate II
Fellow Health
01.2022 - 05.2024
Customer Support Specialist. Tier 2
Acorns
01.2020 - 01.2021
Quality Assurance Associate
Acorns
01.2019 - 01.2022
Customer Support Specialist. Tier 1
Acorns
01.2019 - 01.2020
Corporate Customer Service Rep.
Irvine Company
01.2015 - 01.2018
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