Selina Santiago

•Manage high volumes of customer inquiries through Zendesk and Help Scout including phone calls, emails, and chats.

•Guide customers and agents to understand all aspects of the Opendoor home buying and selling process.

•lock in sales quotes, assign agents, complete administrative tasks, schedule tours, and resolve all general inquiries during the initial interaction.

•Upsell Opendoor services like Opendoor Exclusives and Opendoor Complete.

•Collaborate between departments like Trust and Safety and Operations Via Slack.

•Create Jira tickets for property damage, trespassers, and fraudulent rental posts after conducting thorough research of each inquiry.

•Troubleshoot system and app errors effectively.

•I reduced my average call time from 9 to 6 minutes by demonstrating comprehensive knowledge of our services.

•Entered customer information into internal Venmo systems to establish personal and business accounts.

• Managed high volumes of customer inquiries through Zendesk, including phone calls, emails, and chats to provide prompt resolutions.

•Created Jira tickets for fraudulent charges and fake accounts after conducting thorough research of each inquiry.

•Maintained effective communication between departments by utilizing the collaboration tool Slack.

•Inspected final products to assess compliance with quality standards and established tolerances.

•Supported production needs by performing routine tasks such as entering case data into Oracle systems and using standard procedures and equipment to properly seal cases.

•Consistently met and exceeded our daily targets by taking on additional shifts during peak work periods.

•Completed end-of-day reports and accurately monitored inventory levels Via Excel.

•Ensured customer satisfaction by promptly addressing complaints and inquiries maintaining a positive brand image.

•Efficiently processed various forms of payments, ensuring accuracy in cash handling and all other nancial transactions.

•Completed opening and closing procedures, including cash drawer balancing and bank deposits.

•Consistently met monthly sales goals.

•Kept track of inventory levels, stocked new merchandise, and created enticing displays.