Raquel Hance

Customer Service Advisor

• Assist customers with product selection, ordering, billing, returns, and exchanges.
• Maintain detailed records of customer interactions and transactions.
• Track orders from start to finish to ensure timely delivery of goods or services.
• Answer incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Support sales team members with leads and inventory reports.
• Update databases with new and modified customer data.
• Assisted in the development and implementation of financial policies and procedures to improve operational efficiency.
• Maintain accurate and up-to-date financial records and documentation for audit purposes.
• Manage customer complaints regarding billing errors or discrepancies.
• Code invoices to maintain organized and accurate records.
• Assess data and information to check entries and calculations for accuracy.
• Assisted with implementing procedures for improving efficiency within the department.
• Prepare invoices for customers and suppliers.
• Process payments received from customers in an accurate and timely manner.
• Provide support to the finance department, such as filing documents and responding to queries.
• Assist in the identification and resolution of financial discrepancies and irregularities.
• Review and analyze customer account activity to identify any fraudulent activities.
• Implement anti-fraud measures such as identity verification protocols and real-time alerts on high-risk transactions.
• Investigate suspicious transactions, identified potential fraud patterns, and reported findings to the management team.
• Analyze data from multiple sources to detect any suspicious trends or anomalies indicating potentially fraudulent activity.
• Provided recommendations for improvements in existing processes to reduce the risk of future fraud incidents.
• Collaborated with law enforcement authorities when necessary, regarding criminal investigations into alleged fraud.
• Opened investigations into issues brought up by suspicious charge backs and disputes.

Warehouse

• Monitored incoming shipments for quality assurance purposes and organized storage areas accordingly.
• Managed day-to-day activities within the warehouse by working efficiently.
• Resolved any customer service issues related to orders picked up from the warehouse.
• Provided feedback on improvement opportunities within the warehouse environment.
• Used computer and company software to enter shipment and inventory records.
• Organized efficient daily work plans based on oral instructions and written directions to meet challenging objectives.
• Assembled customer orders from stock and staged completed orders on pallets or shelves.
• Packaged finished products for shipping by boxing and labeling.
• Juggled shift duties, prioritizing immediate tasks to streamline operations.
• Reviewed production schedule, customer orders, work orders and requisitions to determine items to be moved, gathered or distributed.
• Printed accurate labels and applied to boxes prior to shipment.
• Received incoming shipments, verifying quantity and quality of items against purchase orders.
• Coordinated with vendors on shipping schedules and backorders.
• Packaged items with appropriate materials to prevent damage during shipping.
• Processed returns efficiently according to company policies and procedures.
• Maintained inventory of shipping materials and supplies.
• Obtained required documentation to process shipments and support movement.
• Contacted transport companies UPS or DHL to expedite, trace, or return shipments.

OTHER

• Help maintain office supplies by checking stock to determine inventory level, anticipating needed supplies, requesting orders to be placed, or purchasing supplies.
• Assisted with the planning of special events.
• Helped setup network hardware such as routers, switches, and other devices.
• Assisted users with basic computer operation skills such as Microsoft Office Suite usage.
• Set up video conferencing equipment for remote meetings when needed.
• Conducted orientation sessions for new hires, introducing them to the company's mission and culture.
• Provided guidance and support to new employees throughout their onboarding period.
• Developed training manuals for new employees.
• Facilitated communication between managers and newly hired personnel during transition periods.
• Collaborated with department heads to ensure that new hires receive relevant training specific to their role.
• Planned and presented training and mentoring to new team members.
• Collaborated with IT department to ensure timely setup of computer accounts and email for new hires.
• Interviewed job applicants to obtain information on work history, education or job skills.
• Informed job applicants of duties and responsibilities, compensation.
• Review existing processes to identify areas for improvement or cost savings opportunities.
• Research new products or services that could potentially benefit the company financially.

• Coordinated with paralegals attorneys, realtors, loan officers and clients for information and closing dates
• Reviewed legal documentation for compliance and accuracy to satisfy title requirements
• Executed communications to all parties via multiple platforms providing Title Binder and bespoke requirements
• Requested payoffs surveys, tax documents, HOAs and invoices
• Admin head for Coldwell Banker
• Input all data into CRM Platform and company drives
• Sanity check and distribute policies and overpaid tax funds
• Efficient and accurate receipt and distribution of high value funds ($500K upward)
• Completed markup title for each file
• Validated wiring instructions with banks to ensure compliance and fraud prevention measures
• Deposited bank checks and clients closing costs
• Managed all inbound communications within a set SLA

• Company Overview: Customer Care Team Lead for Rheem Water Heater Division
• Carried out supervision, call monitoring, coaching, training, disciplining, and reviewing agents
• Consulted with customers regarding product and service needs, addressing customer escalations and legal matters
• Assisted customers with selecting and customizing services and warranty options based on individual requirements
• Prepared daily tasks to assist agents with strategic operational planning
• Coordinated with other internal/external departments and customers to keep operations running smoothly and solve both routine and complex problems
• Reviewed documentation for compliance with requirements and accuracy of information
• Trained and mentored new team members on systems and policies to build and promote operational performance, productivity, accuracy and exceptional customer service
• Documented conversations with customers to track requests, problems and solutions
• Developed, updated and organized excel databases to handle customer and claims data
• Communicated with vendors regarding backorder availability, future inventory and special orders
• Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations
• Assisted team when needed in Parts department submitting orders and payments
• Assisted team when needed in Contractors Department
• Trained and lead team members on voluntary recall
• Managed and resolved Menard's and Home Depot escalations
• Customer Care Team Lead for Rheem Water Heater Division

• Company Overview: Billing Department Supervisor for Rheem Water Heater Division
• Controlled expenses by gathering and submitting annual customer satisfaction budget information
• Generated and submitted invoices for processing and payment
• Managed efficient and accurate processing of invoices and check requests for customers and contractors
• Fraud and risk management
• Analyzed payment information and claim approvals
• Communicated with customers/ outsourced contractors outside typical billing schedule
• Documented and communicated all claim activity in a timely and effective manner, while supporting the outcome of claim files
• Billing Department Supervisor for Rheem Water Heater Division