Liliana Chavez

• Create invoices
• Submit payments for incoming invoices
• Handle all deposits for multiple business bank accounts
• Keep a record of all company expenses
• Keep record of all employees
• Record and submit time and expense reports for clients
• Provide data and responses for yearly Audits and Annual reports requested by the state
• Enter payroll and distribute checks to employees
• Provide records to accountant
• Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
• Misc tasks

• Assisted in the development of departmental policies and procedures to maintain consistency across all customer interactions.
• Monitored calls, both live and after completion, for all departments
• Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
• Created a report for each call monitored and submitted the findings to the department managers

Assisted in creating new online platform including:

• Writing policies and procedures
• Assisting in designing online portal for internal administrative use and customer’s portal
• Reviewing and amending terms and conditions for new and existing products
• Testing site for error/glitches and reporting any problems to our developers
• Communicated effectively with team members to deliver updates on project milestones and deadlines.

• Enhanced customer experience with proactive problem-solving techniques, leading to higher satisfaction scores.
• Improved customer satisfaction by efficiently resolving inquiries and complaints in a timely manner.
• Assisted in the development of departmental policies and procedures to maintain consistency across all customer interactions.
• Reviewed customer accounts and ensure they were kept up to date and notated appropriately by the other customer service representatives
• Actively monitor employee calls and emails to ensure policies and procedures were being followed

• Answer incoming calls as well as place outgoing calls
• Answer any incoming emails and text messages from the customer
• Described product and service details to customers to provide information on benefits and advantages.

Assisted the COO of the company by

• Responded to all chargeback inquiries and submitted the response within the allotted time frame
• Managed and responded to all reviews and complaints received from the Better Business Bureau and the Attorney General’s office
• Issuing refunds to customers when COO was out of the office or on Vacation
• Planning and managing company events
• Stepping into other department manager’s roles when they were out sick or on vacation

Assisted in HR duties by

• Reviewing resumes of applicants for all departments
• Scheduling interviews
• Performing interviews for my departments and other departments when the department manager were unavailable

• Answer incoming calls as well as place outgoing follow up and collection calls
• Answer any incoming emails and chats from the customer
• Keeping a filing system for new and existing employees
• Updated training manual when new procedures took place
• Assist regional managers with confidential projects upon their request

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Maintained a record for new and existing employees
• Auditing chats, emails and text messages of other call center representatives and preparing a report to be sent to the company’s National Auditor
• Assist call center manager with scheduling
• Data entry using Teletrack system to report written off accounts as well as submit reversals when necessary

• Greeted the customers and offering packages based on the needs of the customer and their vehicle
• Reviewed the work order with the customer, upon request
• Serve as cashier when needed