Lourdes Romero

Coordinates daily customer service activities and provides leadership for the team
Provides back-up coverage for supervisor
Handles difficult customer inquiries and problems
Assists in complex/political type of customer complaints and develops resolutions or compromises that will meet the customers needs and protect the financial position of the Company
Develops and is responsible for day-to-day activities and work schedule
Provides feedback by answering specific questions related to daily activities
Recommends and helps develop procedures for problem areas
Delegates special assignments and projects to team members as needed
Provides information and assistance on personnel actions including hiring, counseling, training, performance planning and appraisals
Participates in committees involving administrative issues
Participates with the Coordinates with the Customer Service Standards Committee concerning problems, enhancements, and reporting
Provides feedback to supervisor and ensures that budgetary targets are met while providing quality customer service
Assists in monitoring CSR transactions to ensure appropriate customer service quality and quantity standards are maintained

COMPETENCIES:

Knowledge of the full range of generally accepted principles and in-depth knowledge in all functions of the Customer Service Operations
Ability to handle recurring and/or special customer problems that require judgment and creativity
Working knowledge of all business office practices, company policies, rules and regulations and their relationship to governmental and regulatory agencies
Ability to interpret Company policies

• Follow collection processes to reduce arrears
• Route orders
• Assist peers with finalizing their orders to ensure workload is completed
• Work tampering orders and report on the field observations to other utility companies
• Entrusted with confidential information by processing customer payments and accepting large cash payments
• Participates in community organizations and activities to represent and support company programs

• Takes proactive steps to provide a safe and secure working environment to staff and visitors
• Report and assist in medical emergency situations
• Adhere and uphold the Policies and Procedures of the Security Department
• Prepare documentation concerning each incident and create report on a daily basis

• Responsible for marketing vacancies, lease-up, rent collections, bank deposits, weekly and monthly reports
• Conduct daily walk-throughs of the property and conduct quarterly unit inspections and prepare inspection reports
• Purchase supplies and equipment for use on property
• Responds to emergency calls and situations as required
• Supervise responsibilities in absence of manager
• Responsibilities include interviewing, hiring and training employees; directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

• Accurately read and record meter reading for residential and commercial customers using handheld meter reading system
• Inspect meters for defect, damaged and unauthorized connections
• Ensure that team members always have appropriate PPE to prevent any safety issues

• Assist managing all aspects of a building's occupancy and maintenance
• Processes applications and credit checks
• Meets with prospective tenants to show properties, conduct interviews, receive rental applications and explain terms of occupancy
• Overseeing all financial procedures including verifying renter income, processing monthly payments and executing default protocols
• Resolving customer issues to their overall satisfaction
• Providing leadership and direction to all employees
• Motivating employees and ensuring a focus on the mission

• Assist in searching, booking and fingerprinting inmates and other procedures that are involved in the initial processing of inmates
• Patrol designated areas of the facility, and inspect the facility to ensure the safety and security of inmates
• Maintain logs and write reports as required by the circumstances
• Enforce rules and keep order within the jail
• Supervise activities of people in custody

• Floor support to assist peers
• Proficient in work systems
• In charge of sending out Stats / Surveys / and pending cases to team members and ensuring their completion
• Side by Sides with peers to enhance Stats
• Customer Service resolving several scenarios including but not limited to retention, troubleshooting, billing, and general account maintenance
• Taking over and resolving escalated issues

• Effectively managed staff in all aspects of the food service operations
• Ensure food stocks are in check and inventory is managed effectively
• Handle customer complaints and conflicts
• Utilized computerized cashiering systems
• Creating and managing team schedules