Mlania Matousian

As a customer service representative followed and Implemented Bay Area toll Authority guidelines for fastrak tolls. Helping customers with toll payments and resolving toll disputes with various agencies and offering different payment plan options.

• Assisted callers with processing invoice and violation payments. Overviewing their fastrak accounts and updating vehicle and payment information.
• Assisted customers with resolving their toll violations with the DMV hold dispute process and prequalifying them for other options, such as a waivers or payment plan.
• Educated callers with account overviews to ensure they are current and up to date with policies, and assisted with ordering new equipment for their accounts.

In holding a supervisor and an Issue Tracker Specialist position for a telecommunication and cloud service organization, initially started my role as a customer technician and gained 5 yeas experience working with various virtual products which entailed the duties of managing 30+ employees performance and providing excellent customer care. Gained recognition as a top agent in production and performance which subsequently entitled the role as a trainer to implement and educate company products and services to new trainees to excel in their role.

• As a Customer technician, assisted by troubleshooting customer technical issues and billing inquiries in an inbound call center, via calls emails and chats.
• For new potential inquiries, assisted callers with creating new accounts, including up selling add-on features and guiding customer’s through their online portal on how to navigate and manage their online accounts.
• Offered customer's retention plans to retain and maintain long term relationship also by referring customers’ to the company affiliate products to avoid account cancellation.
• Escalated troubled tickets to the engineering team and worked closely with the team for resolution in a timely fashion.
• Supervised and monitored staff calls and emails Including assigning them to various tasks and projects depending on staff availability.
• Trained new staff on different virtual products pertaining (eVoice, eFax and Line2) to ensure their complete understanding and knowledge of the product to problem solve solely
• Researched customer complains and returned escalated supervisor call backs with complete resolution.

In holding of a customer service representative position as the transfer agent for the Walt Disney customer relations, I was able to gain experience for managing shareholders’ stock accounts, dividend payments and all legal aspects of various accounts, including Tier1 accounts. This entailed, providing excellent customer service and maintaining 100 percent quality control and customer satisfaction.

• Assisted shareholders with legal transfers to change account titles and registrations by submitting proper documents and fees for each case.
• Assisted shareholders with navigating through the online portal to create accounts to view their account activity and transactions and tax documents and any purchase and sale inquiries.
• Assisted third party callers and broker inquiries for account verification and transfers.
• Reissued replacement checks for uncashed dividends.
• Submitted legal documents and paperwork necessary to be sent to Shareholders per each case.
• Processed sales requests per shareholders to sell shares and validate funds into their bank accounts.

In holding of a position as a retention representative for a moving company, I was able to gain experience for retaining and initiating new customer quotes and orders to generate revenue and increase production for the company by overseeing and distributing calls to various departments and taking sales orders upon request.

• Made outgoing calls to confirm moving dates, rates, pricing and details of the inventory scheduled to be moved.
• Offered competitive rates to retain current client satisfaction as well as providing conflict resolution to prevent revenue loss from client dropout.
• Assisted the call center by taking sales calls and providing competitive quotes and distributing calls to appropriate departments.
• Replied to email and voicemail inquiries in regards to confirmations, cancellations, and reservations.
• Worked closely with the management team to maintain better communication about availabilities of movers.

In holding a title of a personal banker, my position required to generate new revenue by selling various financial products including new accounts both business and personal, establishing new credit lines for customers, and referring prospects to Chase partners for new loan and investment opportunities.

• Prospected and set up appointments to meet with potential clients for new accounts.
• Responsible for opening new accounts both personal and business.
• Referred clients to business partners requiring investment advice, customers in need of home loans and/or refinances, and business/individuals looking to establish new lines of credit.
• Helped management with keeping up to par with quotas and overseeing daily operation of the branch.
• Achieved status of top producer in multiple occasions.