Enid S. Ayala

Provides exceptional internal and external customer care in a fast-paced environment at the Metro Waste Authority landfill location, Metro Park East in Mitchellville, IA.

• Answers incoming phone calls, assisting customers with disposal and recycling needs across Des Moines Metro and surrounding areas, ensuring satisfaction and compliance with regulations.
• Educates customers through phone calls, emails, and in-person interactions at scale about hazardous materials, proper disposal options, and regulations, enhancing customer understanding and safety.
• Performs general accounting duties for business and credit accounts, maintained trucking weight records, and ensured transaction balances during scale house closing, contributing to operational accuracy.
• Ensures scale house safety by consistently following opening and closing procedures.

Acted as a key customer liaison for small to medium business filing for the Employee Retention Credit (ERC) from the IRS as a result from COVID.

• Resolved customer inquiries and communication issues to enhance client satisfaction.
• Coordinated escalations to achieve timely resolutions for customer concerns.
• Fostered strong customer relationships during refund and collection processes through proactive communication and ongoing support.
• Accurately processed payments, account adjustments and account maintenance.
• Partnered with cross-functional teams including Finance, Legal, Customer Care, and Sales to resolve billing disputes and payment discrepancies while maintaining data integrity across client accounts.
• Leveraged knowledge of internal systems and processes to enhance customer satisfaction and successfully obtain customer testimonials, references and case studies.

Provided highly sensitive, empathetic, patient, and sincere customer service to individuals during difficult transfer of accounts.

• Guided customers through the mortgage transfer process following a major life event such as the death of an account owner.
• Addressed sensitive questions and concerns among families, facilitating smooth conversations while maintaining privacy, upholding HIPAA laws, company policies and professionalism.
• Gathered, reviewed and processed confidential legal documentation to establish authorized account ownership and ensure compliance with company policies and procedures.