MASHAREY PRESTON
Aurora,CO
Summary
High-energy professional with a customer service background well-suited to the position of call center representative or management. Naturally friendly and outgoing, with a knack for making others feel comfortable. Possessing the ability to de-escalate tense situations and an in-depth understanding of sales techniques gained through training and work experience. Experienced Call Center Team Lead familiar with handling 45-60 calls in busy, high-volume environments by applying advanced listening, communication, and problem-solving skills to diverse customer concerns. Over 10 years of related experience, excelling as an excellent trainer and coach. Achievements include improving customer satisfaction ratings by reducing call times. Adept at handling escalated issues from call center team members with calm and professionalism. Quality-driven team leader and experienced call center professional fluent in Spanish, bringing a friendly and knowledgeable approach to solving team and customer issues. Over 15 years of experience resolving account and service concerns for customers. Personable Customer Service professional who smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focus is on surpassing expectations and driving team success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Account Mngr
24/7 Intouch - Airbnb Trust & Safety
06.2022 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Introduced higher standards for customer service and increased efficiency by streamlining operations
- Assisted customers with navigating internal systems
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Collaborated with upper management to improve customer service processes and support structures company-wide
- Contacted existing and prospective customers by phone or email on consistent basis
- Managed department call volume of 900-1200 calls per day and coordinated department schedules to maximize coverage during peak hours
- Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth operations
- Coordinated site investigations, documented issues and escalated to executive teams as needed
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Communicated best practices among on-site and external personnel to align efforts and goals
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Effectively supervised staff of 20-45 personnel by implementing company policies, protocols, work rules and disciplinary action
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs
- Streamlined and monitored quality programs to alleviate overdue compliance activities
Call Center Representative
United Health Group - Optum Health
03.2019 - 06.2022
- Taking up to 100 calls a day regarding customers accounts, billing and payments, upsells, Q&A monitoring agents calls to make sure employees are handling clients questions and accounts correctly, schedules and employee training for new client accounts
- Optimized advertising efforts by developing content for media relations, corporate communications and social media posts
- Identified appropriate marketing channels and target customers for campaigns
- Coordinated with social media, public relations and other teams to execute product introductions
- Attracted new clients by creating and implementing innovative marketing strategies
- Adapted marketing plans to specific audiences based on research
- Studied demographic data to determine optimal targets, competitor offerings and tactics for persuasion
- Maximized advertising efforts by developing content for media relations, corporate communications and social media posts
- Worked closely with all product development departments to create and maintain marketing materials for sales presentations and client meetings
- Completed in-depth reviews of market conditions and customer preferences for products
- Collaborated with product development team to effectively modernize and update promotions
New HireTrainor
Cricket Wireless
07.2015 - 02.2019
- Conducted orientation sessions to assess skill levels and areas of strength and weakness
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
- Prepared videos for online and remote instruction
- Designed supplementary materials such as practice exams and exercises, videos and interactive videos and converted all existing material from print to digital
- Documented participation and evaluated grasp of material for each participant
- Trained and mentored new personnel hired to fulfill various roles
Education
Certification - Digital Marketing And SEO
Boot Camp Digital
Online06.2021
High School Diploma -
Fairview High School
Boulder, CO06.1999
Skills
- Call Center
- Digital Marketing
- SEO
- Online training
- Classroom expertise
- Employee coaching
- Recruiting
- Training Materials
- Training Programs
- Job training
- Materials Preparation
- Program planning
- Schedule Management
- Program implementation
- Feedback collection
- Employee training
- Public speaking
- Payment Processing
- Service recommendations
- Documentation and reporting
- Credit and Debt Card Processing
- New Product Information
- Customer Complaint Resolution
- Product Knowledge
- Quality Management
- Technical Support
- Billing Inquiries
- Troubleshooting Technical Issues
- Resolving Shipping and Delivery Problems
- Customer Accounts Management
- Call Volume Analysis
- Account Closing
- Transcription
- Call center operations
- Keyboarding
- Written and oral communication
- LiveChat
- Account management
- Microsoft Office
- Database Management
- Till counting
- Cloud applications
- Sales expertise
- Staff education and training
- Complaint resolution
- Retail store support
- Receiving support
- Documented participation
- Evaluated grasp of material
- Trained and mentored new personnel
- Social Media Marketing
- Web Site Creation
- Branding
- Promotion
Certification
- Digital Marketing
- SEO
- Google Analytics
- Website Creation
- Ecommerce
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Account Mngr
24/7 Intouch - Airbnb Trust & Safety
06.2022 - Current
Call Center Representative
United Health Group - Optum Health
03.2019 - 06.2022
New HireTrainor
Cricket Wireless
07.2015 - 02.2019
Certification - Digital Marketing And SEO
Boot Camp Digital
High School Diploma -
Fairview High School
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