QuickBooks
Nathalie Long Estepan
Mount Pleasant,TN
Summary
Bilingual customer service professional with strong critical thinking and computer literacy skills. Known for multitasking, problem-solving, and organizational abilities. Enthusiastic about delivering exceptional service and ready to contribute to team success.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Director of Social Services
Hope's Bridge Of Middle TN
08.2023 - Current
- Advocated for children, birth families, and Bridge families
- Conducted visits and calls, provided crisis intervention, and developed reunification plans
- Monitored and reviewed treatment plans, collaborated with organizations, and ensured holistic needs of Bridge children were met by obtaining necessary services
- Supervised case manager and intern
- Offered emotional and material support to Bridge families
- Participated in staff planning and fundraising events
- Successfully reconciled four bank accounts from beginning starting in 2019 to 2023 fiscal year.
Customer Service Representative
CBC Group
11.2021 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Actively listened to customers, handled concerns with empquickly, and escalated major issues to supervisor
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
Customer Retention Specialist/Escalation Specialist
Ibex Global
01.2019 - 10.2021
- Retain customers and/or sell products and services while providing quality customer service, answer customers’ questions and address problems and complaints about billing, services, and/or customer service, accurately compute and quote customer’s monthly charges, non-recurrent charges, and adjustments, verify customers’ information and validate account before accessing any information for security purposes.
Shelter Advocate
Center Of Hope
03.2018 - 11.2018
- Provided case management services to victims of domestic violence, sexual assault, human trafficking, and stalking
- Offered a safe place to stay and assisted with immediate needs
- Followed up with clients' progress while maintaining confidentiality regulations
- Educated clients on available resources, services, and programs for comprehensive care
- Partnered with interdisciplinary teams to implement personalized care plans
- Kept interaction files updated for thorough documentation and continuity of care
Crew Member
Metz Culinary Services
Pulaski, TN
07.2015 - 03.2018
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash and credit card transactions with excellent accuracy levels.
- Served and made food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Cleaned counters, machines, utensils, and seating areas daily.
Education
Bachelor of Science - General Psychology
UT Southern (Formerly MMC)
Pulaski, TN05.2017
Skills
- Bilingual (Spanish and English)
- Customer Service
- Attention to Detail
- Critical Thinking
- Data Entry
- Computer Literacy
- Multi-tasking
- Problem-Solving Abilities
- Organizational Skills
- Enthusiastic
Accomplishments
- Awarded Employee of the Month for stellar performance for the month of April 2023 at CBC Group.
- Taught myself for to do bank reconciliation in QuickBooks and FreshBooks and successfully reconciled all four accounts from February 2020 to August 2023 for Hope's Bridge in 1.5 months.
Software
Freshbook
My social Work Portal
CRM
Timeline
Director of Social Services
Hope's Bridge Of Middle TN
08.2023 - Current
Customer Service Representative
CBC Group
11.2021 - 08.2023
Customer Retention Specialist/Escalation Specialist
Ibex Global
01.2019 - 10.2021
Shelter Advocate
Center Of Hope
03.2018 - 11.2018
Crew Member
Metz Culinary Services
07.2015 - 03.2018
Bachelor of Science - General Psychology
UT Southern (Formerly MMC)
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