Roxanne Alvarado
Phoenix,AZ
Summary
Experienced Scheduling Specialist bringing expertise in schedule management and appointment setting. Talent for resolving conflicts and building relationships.
Overview
12
12
years of professional experience
Work History
Scheduling Specialist
CallPoint USA
07.2018 - 04.2023
- Answered inbound calls for a variety of nationwide Home Service companies in the HVAC, Plumbing, Electrical and Roofing industries.
- Responded to internet generated leads via email, chat, and outbound calls to help generate revenue
- Used Service Titan, SuccessWare, Annie Unplugged, Five9, Microsoft Word, and Excel, to document calls and schedule appointments.
- Dispatched work orders to field technician's according to priority and location.
- Overcame objections with a persuasive approach, highlighting benefits and deflecting concerns.
Customer Retention Representative
Direct Energy
05.2011 - 07.2018
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated outages , opened and closed out service tickets to resolve client concerns
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Home Warranty Specialist
Direct Energy
05.2011 - 07.2018
- Interacted directly with customers and service providers with respect to ongoing warranty claims and service
- Verified completion of warranty work for customers
- Recognized and acted on opportunities to recommend and upsell additional warranty coverage
- Worked with existing customers approaching the expiration of there warranty plans with the purpose of renewing coverage for another term
- Collected premiums and issued accurate receipts.
Education
GED -
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ01.2011
Skills
- Customer Rapport
- Critical Thinking
- High-Volume Call Environments
- Customer Conflict Resolution
- Phone Etiquette Expertise
- Explaining Products and Services
- Willingness to Learn
- Script Reading
- Documentation Skills
- Appointment Booking
Timeline
Scheduling Specialist
CallPoint USA
07.2018 - 04.2023
Customer Retention Representative
Direct Energy
05.2011 - 07.2018
Home Warranty Specialist
Direct Energy
05.2011 - 07.2018
GED -
Maricopa Community Colleges - Rio Salado Community College
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