Courtney Molina
North Las Vegas,NV
Summary
Highly-motivated Senior Associate with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Senior Associate
DraftKings
Las Vegas
09.2021 - Current
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided guidance and support to customer service representatives, including coaching, and mentoring.
- Conducted initial screening interviews to identify qualified candidates.
Customer Service Representative
Enterprise
11.2017 - 03.2019
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Resolve customers' service or billing complaints by performing activities such as refunding money or adjusting bills.
Customer Service Representative
Zappos
04.2015 - 06.2016
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Customer Service Representative, Telus
Netflix
03.2012 - 03.2015
- Answer incoming calls and chats to assist with technical troubleshooting, process payments, and issue refunds when acceptable per policy
- Google Wallet - Answer incoming calls in a fast-paced environment to assist customer's with setting up accounts and help with money transfers.
Manager
T-MOBILE
07.2007 - 04.2011
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
- Inventory stock and reorder when inventory drops to a specified level
- Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate.
Education
ASSOCIATE in APPLIED SCIENCE -
COLLEGE OF SOUTHERN NEVADA
06.2021
High school diploma -
ELDORADO HIGH SCHOOL
06.2008
Skills
- Team Development
- Training and Mentoring
- Senior Leadership Support
- Time Management Abilities
- Escalation Management
- Complaint Resolution
- Decision-Making
- Team Building and Leadership
- Positive and Constructive Feedback
- De-Escalation Techniques
Timeline
Senior Associate
DraftKings
09.2021 - Current
Customer Service Representative
Enterprise
11.2017 - 03.2019
Customer Service Representative
Zappos
04.2015 - 06.2016
Customer Service Representative, Telus
Netflix
03.2012 - 03.2015
Manager
T-MOBILE
07.2007 - 04.2011
ASSOCIATE in APPLIED SCIENCE -
COLLEGE OF SOUTHERN NEVADA
High school diploma -
ELDORADO HIGH SCHOOL
Similar Profiles
Michelle DiamantMichelle Diamant
Talent Acquisition Manager at DraftKingsTalent Acquisition Manager at DraftKings
Steven CorradoSteven Corrado
Dual Rate Supervisor at DraftKingsDual Rate Supervisor at DraftKings
Isabelle GerryIsabelle Gerry
Customer Experience Associate at DraftKingsCustomer Experience Associate at DraftKings
Conner YoungConner Young
Jr. Sales Associate at DraftKingsJr. Sales Associate at DraftKings
Marcellous MendiolaMarcellous Mendiola
Midway Game Operator at Circus Circus Las Vegas Hotel Resort and CasinoMidway Game Operator at Circus Circus Las Vegas Hotel Resort and Casino