Robin Twohig
Quitman,Texas
Summary
Level-headed, composed professional with more than 15 years of experience in fast-moving and frequently changing environments. Very capable of learning new technology quickly and growing key client relationships with exceptional customer service and administrative skills. Excellent reputation for resolving problems and collaborating with others to get things done.
Overview
18
18
years of professional experience
Work History
Senior Service Support Consultant
Wayfair LLC
Quitman, TX
07.2020 - 07.2021
- Remote Work from Home - W-2
- Exceeded customer satisfaction, quantitative metrics and resolution targets improving overall customer experience with Wayfair services.
- Accountable for first call ownership and mutual accepted resolutions by practicing empathy, active listening, patience and confident solutions
- Identified areas of improvement and convey trends in customer calls to leadership for potential policy or process changes
- Navigated multiple software applications and technologies simultaneously and reported any data/system errors needing attention.
Real Estate Broker / Investment Consulting
Self-Employed
Dallas, TX
04.2008 - 07.2020
- Managed and/or operated virtual real estate home office by handling all associated administrative duties and business accounting in QuickBooks.
- Acted as intermediary in negotiations between buyers and sellers over investment property prices and settlement details during closing.
- Assisted with property management by reporting property financial status, occupancy and increasing return on investment (ROI) by 10%.
- Delivered exceptional fiduciary level of customer service to every client by building trust, listening to their concerns and resolving property complaints.
Office Manager / Accounting Assistant
Buses By Bill, Inc
Dallas, TX
10.2003 - 03.2008
- Managed daily administrative activities for charter transportation company increasing operating cash flow by 50% within 12 months.
- Calculated daily quotes, generated invoices, account statements and prepared financial statements with Sage BusinessWorks.
- Addressed all customer service inquiries accurately while resolving customer concerns, service problems, billing issues quickly.
- Responsible for employee payroll, benefits management, processing new hires or terminations and customer sales call overflow.
Education
Certificate - Microsoft Solutions Development
Southern Methodist University
Dallas, TX2025
Associate of Applied Science - Accounting And Computer Science
Richland College
Dallas, TXSkills
(Hard)
- Managerial Accounting
- Payables / Receivables
- Bank Reconciliation
- Bookkeeping
- Business Analysis
- Customer Service
- Google Workspace Apps
- Market Analysis
- Microsoft Office
- Office Management
- QuickBooks Cloud
- Zoom/Teams/SlacK
(Soft)
- Active Listening
- Empathy & Patience
- Emotional Intelligence
- Flexible & Reliable
- Multi-Functional
- Negotiator & Problem Solver
- Oral & Written Communication
Timeline
Senior Service Support Consultant
Wayfair LLC
07.2020 - 07.2021
Real Estate Broker / Investment Consulting
Self-Employed
04.2008 - 07.2020
Office Manager / Accounting Assistant
Buses By Bill, Inc
10.2003 - 03.2008
Certificate - Microsoft Solutions Development
Southern Methodist University
Associate of Applied Science - Accounting And Computer Science
Richland College