Divinity Casimir

While employed with PTT, some of my responsibilities include performing administrative tasks such as filing paperwork, processing daily orders for hospitals and authorized medical tissue bank facilities, sending out emailed correspondence to our clients, and generating reports daily through Microsoft Excel to help keep track of our progress. Though our role was titled as customer service, it was more of a data entry role that required us to use Microsoft Excel and GP (Great Plains) to fulfill our clients' orders of donated human tissue. During the day, our calls in the office would vary, with there sometimes being zero calls while on other days we could have a maximum of about five calls from our clients regarding orders that were either emailed or faxed to our company to be processed and shipped in a timely manner. I gained extensive knowledge of the medical tissue bank industry, acquired insight into the lucrative industry in which our clients were involved, all while perfecting my data entry and office skills while performing my daily tasks.

At Carvana my role consisted of inbound calls and casework in the Sell To Carvana (STC) department. I started off with the company at entry level and quickly promoted to a Customer Advocate II position after 6 months. My job entailed excellent customer support to those interested in selling their vehicles to the company. Also while assisting, I provided detailed knowledge on the necessary documents we required to move forward with the sale, provided trade enrichment for current or future interests in purchasing used vehicles from the company and also branded the company by providing clarifying statements to enforce why a huge number of consumers were making the transition to buy, sell or trade their vehicles online with Carvana. In casework, my responsibility was to verify ownership documents provided on the STC cases to ensure everything was ready for approval and to schedule an appointment for the sale of their vehicle. If necessary I would send out emails regarding the documentation that was still needed to move forward or send emails advising why we wouldn't be able to approve at that time based off numerous factors. I tapped into my multi-tasking skills utilizing multiple systems during my inbound calls and casework. Some of the systems I used were Slack for communicating with my colleagues, Salesforce, Dealer Track and Route One for pulling 10 day payoffs from various lenders, Auto Data Direct for registration and title check, Microsoft Excel and Google suite applications.

With Asurion I worked as a Verizon Tech Coach agent providing awesome customer service skill, knowledgeable technical support assistance, as well applied sales skills offering our customers an extended home warranty to expand on the coverage they already invested in with their cellular service through Verizon. Provided hands on tech support on cell phones, tablets, smart watches, hot spot devices and other tech products that could be serviced with their cellular provider. I would engage on tedious tasks with customers, gained their trust by providing empathy and reassurance that a resolution would be met or get them to the proper team if unable to find one. Tapped into de-escalation skills when handling irate customers and used active listening skills to meet all the needs of the customers that needed assistance. Towards the close of every call I was to offer an extended home warranty to our customers by using my sales skill to gain interest and solidly close deals adding the extension of coverage to their accounts of service. As a Verizon Tech Coach agent our role included top of the line customer service, exemplary technical support on various issues, as well slight sales skills to offer further assistance of technical support and coverage of an immense amount of home tech products that were not covered included in the insurance established for their cellular devices. In my last year with the company I gained experience working from home using the same systems to maneuver and guide customers to a timely resolution while maintaining a great rapport as their tech support agent, friend with a listening ear and hero all in one.

For the greater majority of my time with the company I provided service doing soft collections for AT&T customers. I handled CPNI, processed payments on current and past debts, as well applied de-escalation skills for irate customers. Towards the end of my stint with the company I gained technical support experience working under the client Geek Squad providing technical help on laptops, desktop computers, printers, wifi routers, and more. All the while giving a genuine customer service experience that helped our customers feel at ease with our assistance.

As a cashier, not only did I operate cash registers handling different tenders of payment, I also provided very pleasant service and care as the last line of defense for our customer’s shopping experience with Walmart. During my time with the company I gained hands on skill in a face to face customer service environment and always provided welcoming engagement that would keep our customers returning back to our store.

As a crew member I upheld several operations in a fast paced, restaurant environment. Provided excellent customer service with a smile, handled cash on front register and drive-thru, as well maintained the cleanliness and upkeep of our restaurant making it a welcoming experience for all customers that came to dine at McDonald’s.