Robert Asbery

As a chat customer service agent

• Responded to 80+ daily customer inquiries and provided accurate information about products and services via live chat.
• Strove to maintain a one-call-resolution standard.
• Trained new team members on live chat procedures and customer service protocols over the course of 2- 3 days.
• Increased efficiency and team productivity by promoting operational best practices through suggestions to our Kaizen Council, supervisors and other avenues.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Assisted other teams in their supervisor's absence.

• Primary responsibilities were for daily, monthly reporting, in addition to managing staffing volume in real time for 1,500 HSN owned agents, plus contractors.
• Acting as an information clearinghouse, interfacing with all levels from executive leadership, contact center agents and everyone in between.
• Supported Work at Home agents with first level tech support using Avaya, Smart Auditor, Active Directory, XenApp and other software.
• Was a member of our Disaster Operations Team for remote continuity. With one successful deployment.

• Conducted move-out and move-in inspections to determine charges for damages and market readiness.
• Met with potential tenants to negotiate rent, explain occupancy terms and show available units.
• Prepared and processed lease and rental applications using Yardi.
• Managed property financial records by collecting rent from 200 tenants and reconciling monthly accounts payable and receivable.
• Kept properties in compliance with local, state and federal regulations.
• Generated professional networks by engaging in professional, industry and government organizations.
• Developed annual operating budgets and forecasts, as well as sales and marketing plans.