Natalya Rea
Wylie,TX
Summary
I am well-spoken with 2 1/2 years of experience supporting companies with up to 130 customer service inquiries daily. Being a patient and helpful navigator for customers while following company policy has brought great value to my portfolio. Lastly, I am a successful de-escalator when responding to tense situations. I find harmony in organization and structure.
Overview
4
4
years of professional experience
Work History
Customer Service
VWR International LLC.,Part of Avantor
Remote
03.2023 - Current
- Provided direct customer service and support for thousands of commercial clients. (B2B, not residential)
- Answered inquiries and provided superior customer service to clients, vendors, and carriers.
- Analyzed customer feedback and provided solutions to improve customer service ratings
- Worked as specialized representative so I handle Government, Live Organism , and Syringe Requests
Call Center Agent
Avantive
Remote
12.2022 - 02.2023
- Documented customer inquiries, feedback, and entered service delivery suggestions to a company database.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Managed high-volume of inbound and outbound customer calls. (100+ calls per day)
- Reviewed files, records and other obtained documents to respond to customer requests.
Lead Energy Advisor
Benchmark GOC
Dallas, TX
12.2021 - 10.2022
- Developed and updated client reports to maintain customer service and internal records.
- Analyzed client's energy usage by collecting electricity information and made recommendations to optimize energy usage.
- Monitored quality assurance and quality control activities by reviewing data quality and making field visits.
- Explained marketing and environmental benefits of purchasing renewable energy as well as differentiated products against traditional energy offerings.
- Maintained customer retention quotas and had less than 1% compliance rate.
- Met or exceeded sales quota of 15 sales per week and recognized as leading salesperson during multiple periods.
Human Resources Assistant Intern
Ranger College
Ranger, TX
08.2020 - 12.2021
- Assisted with planning, organizing and coordinating company events.
- Partnered with HR on creative strategies for talent acquisition processes and procedures while researching market trends.
- Created, organized and maintained employee personnel files to keep sensitive data secure.
- Filed documents, delivered mail and performed bookkeeping to facilitate office operations of HR department.
- Searched employee files to obtain information for authorized persons and organizations.
Education
BS Of Law & Policy - Paralegal Concentration -
Purdue Global
Associate of Arts -
Ranger College
Ranger, TX12.2021
Skills
- Quality Assurance Optimization
- System Documentation
- Call Center Operations
- Data Entry and Maintenance
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Multitasking and Prioritization
- De-escalation Techniques
Timeline
Customer Service
VWR International LLC.,Part of Avantor
03.2023 - Current
Call Center Agent
Avantive
12.2022 - 02.2023
Lead Energy Advisor
Benchmark GOC
12.2021 - 10.2022
Human Resources Assistant Intern
Ranger College
08.2020 - 12.2021
BS Of Law & Policy - Paralegal Concentration -
Purdue Global
Associate of Arts -
Ranger College