MIRIAM MONTIEL
Newark,CA
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
14
14
years of professional experience
Work History
CUSTOMER CARE REPRESENTATIVE
LANDSEA HOMES
05.2021 - Current
- Quality control of each new home
- Inspections within company guidelines
- Prepares home and conducts Pre-Carpet Walks and Homeowner Orientations
- Cooperates collaborates with construction teams in delivering a quality home
- Addresses Homeowner's concerns in a prompt courteous manner relating to warranty items needing repair and within the Customer Care Department parameters
- Visits Customer at their home to inspect perform accurate assessments and answers questions for all service requests submitted by the Customer
- Coordinates and schedules Subcontractors to complete home repairs
- Fields incoming phone calls from Homeowners, Subcontractors, and office staff
- Creates purchase order requests, work orders, and other essential paperwork in an accurate and timely manner
- Performs minor home repairs, adjustments, and touch-ups
- Actively seeks and acquires signed acknowledgement from homeowners on all completed work
- Assists in maintaining a safe, positive, professional, and clean work environment
- Knowledge of SB800 standards & regulations
- 2-10 year warranty service request follow up/management
- Emergency service request
- Approval, denials and courtesy reviews/approvals.
CUSTOMER SUPPORT
SUPER
11.2019 - 04.2020
- Organized, strong attention to the details and timely with problem solving
- Dispatch and assign Service Technicians; communicate effectively
- Follow claims until completion
- Determining coverage while educating callers as to Plan coverage and processes according to the terms and conditions of the Plan, and then accepting or denying coverage appropriately
- Handle a high-volume claim, calls, emails, voicemails, fax and achieving required metrics
- Review and Authorize goodwill's/ Monetary Compensation for claims
- Training hands on and developing new agents
- Place new service requests for our customers
- Review and process all authorization reports/purchase orders submitted by the contractors via the online authorization queue
- Chair side, listen to calls and explain procedures
- Plus, Authorization work with a higher monetary limit.
CUSTOMER SUPPORT
OLD REPUBLIC HOME PROTECTION
10.2015 - 11.2019
- Handle escalated calls
- Organized, strong attention to the details and timely with problem solving
- Dispatch and assign Service Technicians; communicate effectively
- Follow claims until completion
- Determining coverage while educating callers as to Plan coverage and processes according to the terms and conditions of the Plan, and then accepting or denying coverage appropriately
- Handle high-volume claim's, calls, emails, voicemails, fax and achieving required metrics
- Review and Authorize goodwill's/ Monetary Compensation for claims
- Support team members 14 Agents per team (had up to 3 teams) Training hands on and developing new agents
- Place new service requests for customers
- Review and process all authorization reports/purchase orders submitted by the contractors via the online authorization queue
- Provide Coaching to agents Chair side and listen to calls Follow and explain procedures Authorization work with a higher limit ($1,500).
Customer Service/Ramp Agent
SKYWEST AIRLINES
10.2010 - 09.2016
- Issue tickets, assign seat assignments, check baggage, board flights and provide any other information needed
- Travel to Airport Operational Area (AOA) to meet flight upon arrival and retrieve documents
- Prepare documentation prior to flight arrival, review, organize, make copies and distribute accordingly
- Collect and secure the appropriate charges and document method of payment
- Process Customs Out (proof of delivery) for every transaction before the customer's departure
- Confirm TSA mandatory screening
- Confirm Dangerous Goods checked within aircraft limits
- Prepare various reports (Irregularity Report, Weekly Import Statistics)
- Follow safety procedures
- Communicate effectively with crew, airport operations, and Cs Agents via Radio
- Load/un-load baggage and scan verify flight information
- Announcements
- Navigate through internet applications efficiently.
Authorization Agent
Old Republic Home Protection
10.2015 - 06.2016
- Set up service request
- Take Reports/Diagnosis
- Advise customers of coverage and denials
- Log in pertinent information accurately
- Communicate with other departments to get status of parts or estimated time of completion
- Troubleshoot basic home repair and appliance issues over the telephone
- Work in a high-volume phone queue, respond to emails and communicate with supervisors if any approvals or goodwill's are needed
- Handle all claims in a timely and efficient manner according to established company policies and procedures.
Education
HIGH SCHOOL DIPLOMA -
LIVE OAK HIGH SCHOOL
Bachelor of Science - Business Marketing
California Coast University
Santa Ana, CA01.2025
No Degree - Real Estate
Real Estate
05.2024
Los Medanos Community College
01.2010
Skills
- Bilingual-Fluent in Spanish & English (Speak, Read, and Write)
- Microsoft Office
- Critical Thinking
- Basic office skills
- Attention to detail
- Phone etiquette
- Problem Solving
- Multitasking
- Customer Service
- Call center experience
- Complaint Handling
- Problem Resolution
- Customer Relations
- Customer Relationship Management
- Conflict Mediation
Languages
Spanish
Native or Bilingual
Timeline
CUSTOMER CARE REPRESENTATIVE
LANDSEA HOMES
05.2021 - Current
CUSTOMER SUPPORT
SUPER
11.2019 - 04.2020
CUSTOMER SUPPORT
OLD REPUBLIC HOME PROTECTION
10.2015 - 11.2019
Authorization Agent
Old Republic Home Protection
10.2015 - 06.2016
Customer Service/Ramp Agent
SKYWEST AIRLINES
10.2010 - 09.2016
HIGH SCHOOL DIPLOMA -
LIVE OAK HIGH SCHOOL
Bachelor of Science - Business Marketing
California Coast University
No Degree - Real Estate
Real Estate
Los Medanos Community College