Marisa Patino
Portland,Oregon
Summary
TAP City of Portland Ambassador Program
2018 through 2020
Volunteered for Earth Day, Good in The Hood Community Outreach, Jade Night Community Outreach, Habitat for Humanity Day of Service.
Overview
20
20
years of professional experience
Work History
Customer Accounts Specialist 2
Portland Water Bureau
Portland, OR
03.2020 - Current
- Company Overview: City of Portland
- Dynamic in-depth 7 week training for all new contact center employees. Quality monitoring and training feedback for customer service representatives while listening to calls and proofreading email responses.
- Training includes adherence to Portland City Code, excellent customer service and de-escalation tactics.
- Update Training and Development learning and resource guides.
- Lead team with quality monitoring and training feedback for customer service representatives.
- Work with representatives schedules using Workforce Management.
- Produced Daily, Weekly and Monthly stats in Workforce to show representatives call, email, and special projects statistics.
- Built schedules using Workforce and created User Manual for training purposes.
Customer Accounts Specialist 1
Portland Water Bureau
Portland, OR
04.2018 - Current
- Company Overview: City of Portland
- Handled incoming calls and responded to emails in a motivated and energetic demeanor.
- Provided customer support with questions, online help and payments, including emails and calls.
- Worked with wide range of individuals living in in Portland, solved problems to help customers understand their bill.
- Spoke to low income customers about financial assistance and setting up payment arrangements.
Assist Queue Representative
Genesis Financial Solutions
Beaverton, OR
05.2017 - 04.2018
- Advanced to Assist Queue to deescalate upset customers with empathy and provided stellar customer support.
- Fostered relationships with clients in an effective, courteous, professional manner to assure excellent customer service and a quick resolution to inquiries.
- Provide training and coaching feedback to customer care representatives.
- Demonstrated mastery of all aspects of customer service, from telephone etiquette to system troubleshooting.
Collector
Genesis Financial Solutions
Beaverton, OR
07.2016 - 05.2017
- Met and exceeded collection dollars goal within first 5 months.
- Works independently with clients to collect debts owed handling 85-90 calls per day.
- Diagnosed customer's financial hardship and offered them help with different financial options.
- Volunteered to be part of a Business Team providing outbound customer service and payment plans.
Retail Sales Representative
T-Mobile Wireless
Portland, OR
04.2008 - 07.2016
- Tenacious negotiator and closer, adept in conveying the benefits of products/services and generating customer interest.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security.
- Helped launch a Small Business Vertical which sourced new relationships, reviewing and qualifying said businesses.
- Quickly learned, mastered and sold new product offerings.
- Target oriented, able to achieve sales targets and goals.
- Consistently one of top employees meeting and exceeding sales quotas and team goals.
Customer Service Representative
T-Mobile Wireless
Portland, OR
08.2005 - 04.2008
- Independent problem solving and decision making required to promote the customers best interest.
- Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Conferred with customers by telephone to provide technical support for smartphones and mobile devices, take or enter orders, cancel accounts, or obtain details of complaints.
Education
Bachelors - International Relations
Knox College
Galesburg, ILSkills
- Training development
- Performance monitoring
- Attention to detail
- Conflict resolution
- Team leadership
- Debt collection
- Billing resolutions
- Problem-solving abilities
Timeline
Customer Accounts Specialist 2
Portland Water Bureau
03.2020 - Current
Customer Accounts Specialist 1
Portland Water Bureau
04.2018 - Current
Assist Queue Representative
Genesis Financial Solutions
05.2017 - 04.2018
Collector
Genesis Financial Solutions
07.2016 - 05.2017
Retail Sales Representative
T-Mobile Wireless
04.2008 - 07.2016
Customer Service Representative
T-Mobile Wireless
08.2005 - 04.2008
Bachelors - International Relations
Knox College