VANESSA BEGAY
Denver
Summary
Highly trained customer service advocate with10 years demonstrated experience. Track record of customer service satisfaction, with tailoring each experience to the customer and/or situation. Passionate and motivated towards achieving excellence.
Overview
17
17
years of professional experience
Work History
Flight Attendant
Southwest Airlines
07.2023 - 10.2024
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Facilitated efficient meal services by accurately taking orders, serving food quickly, and managing dietary restrictions or special requests.
- Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
Customer Service Representative
Graybar
09.2021 - 06.2023
- Processed customer product orders in collaboration with third-party fulfillment vendor
- Built strong knowledge of product line to assist customers in selecting products
- Addressed customer concerns and complaints and resolved issues promptly
- Advised customers on status of merchandise ordered and arranged for pickup and delivery
- Communicated with clients over phone, email and chat platforms
- Answered incoming calls and assisted customers with questions
- Provided solutions, recommendations and replacements with empathy and positive feedback
Personal Loan Specialist
OneMain Financial
03.2020 - 06.2021
- Took applications and collected income and asset documentation to enable underwriting and prompt loan decisions
- Determined approval status of loan applications based on applicants' qualifications
- Reviewed loan agreements for completeness and accuracy
- Calculated the customer's initial payment plans and repayment schedules for delinquent customers to bring loans current
- Processed title work, reviewing documents and accuracy, followed by sending to DMV and Dealertrack to ensure perfection
Customer Care Representative II
Anthem
05.2019 - 03.2020
- Providing a concierge experience for members from the start to end of each call
- Reviewing insurance policy to determine coverage for each member
- Prepare insurance claim forms or related documents and review them for completeness
- Contact medical facilities or departments to schedule patients for tests or admission
- Managing teams' performances over a weekly basis
- Helping members understand the values and management of their Flexible Spending Account/HSA/HRA
Customer Service Advocate
Verizon
08.2016 - 02.2019
- Worked with consumer/employee accounts
- Helping train new hire classes for the business
- Supporting internal and external agents with billing - financial management, international support and sales
- Facing customer challenges such as: Billing issues, Technical Support and De-escalation
- Recognized5 times for Call of Fame: Demonstrating skills around personalizing calls and tailoring each call around the customer
- Recognized for achievements in customer satisfaction surveys and maintained overall results
Sales Representative
Lowe's Home Improvement
04.2012 - 07.2016
- Handled customer, corporate and contractor accounts in the U.S
- Supervised sales representatives, selling and marketing, managing data and scheduling appointments
- Quickly and effectively solving customer challenges within a timely manner
- Maintain quality control/satisfaction records, constantly seeking new ways to improve the customer service industry
Sales Representative
Stream Global Services
07.2011 - 04.2012
- Worked with consumer, employee and national accounts in the U.S
- Sales, Billing, Communication and consumer complaints
- Worked my way up to coaching and training new hire training classes on the current job position
- Handled de-escalations and increased personalized sales quotas by30%
Cashier | Cook
Frontier
08.2010 - 06.2011
- Worked well with others in a fast past environment
- Quick and efficient during rush hours and serving
- Maintained great customer service and was always on time
Accounts Receivable
Convergys
06.2008 - 07.2010
- Establishing payment agreements, gathering data to help financial planning for the customer
- Responding promptly to customer complaints and building customer feedback to help improve financial analytics
- Resolve customer complaints or answer customers' questions regarding policies and procedures
Cashier
Target
10.2007 - 06.2008
- Handled cash and credit card transactions
- Worked efficiently in customer returns and exchanges
- Took on new roles such as stocking, working in different departments
- Expressed great team work and leadership goals
Education
High School Diploma -
West Mesa High School
Albuquerque, NM05.2008
Skills
- Customer and Personal Service
- Complex Problem Solving
- Time Management
- Team Player
- Active Listening
- Sales and Marketing
- Critical Thinking
Timeline
Flight Attendant
Southwest Airlines
07.2023 - 10.2024
Customer Service Representative
Graybar
09.2021 - 06.2023
Personal Loan Specialist
OneMain Financial
03.2020 - 06.2021
Customer Care Representative II
Anthem
05.2019 - 03.2020
Customer Service Advocate
Verizon
08.2016 - 02.2019
Sales Representative
Lowe's Home Improvement
04.2012 - 07.2016
Sales Representative
Stream Global Services
07.2011 - 04.2012
Cashier | Cook
Frontier
08.2010 - 06.2011
Accounts Receivable
Convergys
06.2008 - 07.2010
Cashier
Target
10.2007 - 06.2008
High School Diploma -
West Mesa High School
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