Mary Cartwright
Seattle,WA
Summary
Experienced Customer Support Advocate who is passionate about providing exceptional support and evoking customer satisfaction. Skilled in communication, problem-solving, and attention to detail, I effectively address complex issues with empathy and clarity. My experience in process and data analysis lends to my use of insights to assist in improving our internal systems and ensure we maintain high-quality standards. I am known for being a collaborative team player who enjoys mentoring my teammates, conducting team trainings, and fostering an inclusive environment, contributing to our overall team success.
Overview
15
15
years of professional experience
Work History
Senior Customer Support Advocate
Zillow Group
08.2022 - Current
- Provide support to customers by troubleshooting and resolving issues they encounter during the various aspects of their home journey.
- Assist with escalated customer concerns, ensuring timely and effective resolutions.
- Collaborate with other teams such as Development, MLS OPS, and Rentals to resolve issues that require cross-functional support.
- Provide guidance and support to teammates, sharing best practices and mentorship.
- Consistently maintain metrics while taking on additional projects to improve team SOPs and processes.
- Create and lead training sessions to improve team performance and knowledge.
- Organize and lead bi-weekly team huddles to foster team morale and involvement.
- Consistently collaborate with cross functional teams to analyze and refine detailed team processes and resources to optimize our effectiveness.
Customer Support Advocate
Zillow Group
12.2019 - 08.2022
- Supported customer inquiries by gathering data, researching and troubleshooting issues and assisting with resolution.
- Assisted with time sensitive customer escalations involving more intricate support cases.
- Handled multiple cases at various different stages providing effective support on all and ensuring a timely resolution.
- Consistently withheld and exceeded metrics while taking on additional stretch projects.
- Collaborated with team members to identify areas for process improvements.
Customer Service Specialist
SharperLending LLC
08.2015 - 10.2019
- Assist with new client setup and existing client inquiries.
- Assist clients in utilizing system features and troubleshooting issues.
- Collaborate with teammates to concept new system features and enhance existing ones.
- Test the current website features and new system enhancements.
Intern
Afers De Comunicacio Visual SA
03.2015 - 05.2015
- Created event plans, adapted an english version of company website, set up for events, attended events, greeted event guests, waited tables, prepared food, ran errands, cleaned up after events
Cashier
The Hungry Moose Market and Deli
06.2014 - 08.2014
- Greeted customers, assisted customers while shopping, cashiered, stocked all shelves, manned both grocery and deli counters, answered phone calls, took phone orders
Server/Cashier
Tom Dooley's Grilled Gourmet Hotdogs
06.2012 - 05.2014
- Greeted customers, waited tables, prepared food, took phone orders, cashiered/handled money, cleaned dining hall and back of restaurant
Office Assistant
Washington State Attorney General's Office
06.2011 - 08.2011
- Organized filing cabinets and filed new documents, ran errands (mail, deliveries to other firms) served as a fill-in receptionist, made copies, general office assistance
Education
Bachelor of Arts - Organizational Communication, Entertainment Management Certificate
University of Montana
Missoula, Montana05.2014
Skills
- Excellent communication
- Active listening
- Problem solving
- Process documentation
- Technical proficiency
- Attention to detail
- Time management
- Training and mentoring
- Adaptability
- Data analysis
- Team collaboration
- Customer support
- Multitasking
Timeline
Senior Customer Support Advocate
Zillow Group
08.2022 - Current
Customer Support Advocate
Zillow Group
12.2019 - 08.2022
Customer Service Specialist
SharperLending LLC
08.2015 - 10.2019
Intern
Afers De Comunicacio Visual SA
03.2015 - 05.2015
Cashier
The Hungry Moose Market and Deli
06.2014 - 08.2014
Server/Cashier
Tom Dooley's Grilled Gourmet Hotdogs
06.2012 - 05.2014
Office Assistant
Washington State Attorney General's Office
06.2011 - 08.2011
Bachelor of Arts - Organizational Communication, Entertainment Management Certificate
University of Montana