Yesenia Ochoa

• managed inbound and outbound Calls.
• Update account information and complete appropriate documentation to ensure accurate reporting on accounts.
• Educate customers on account status.
• Overcome objections that customers have about making payments toward their account and help them to understand their account(s) and responsibilities.
• Created risk assessment tools to identify, analyze and evaluate potential risks.

• Conducted tours of model homes for prospective buyers and answered questions about the features, amenities, and benefits of living in the new home community.
• Provided detailed information on floor plans, design options, and current incentives to potential buyers.
• Assisted customers with selecting financing options that best fit their budget and lifestyle needs.
• Negotiated sales contracts with customers and monitored progress throughout the process.
• Organized open houses for newly constructed homes to attract more buyers.
• Collaborated with builders to ensure customer requests were met in a timely manner.

Effectively managed a high-volume of inbound and outbound customer calls.

Addressed and resolved customer product complaints em pathetically and professionally.

Gathered and verified all required customer information for tracking purposes.

Accurately documented, researched and resolved customer service issues.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Referred unresolved customer grievances to designated departments for further investigation.

Managed high call volume with tact and professionalism.

Oversaw call center employees to ensure customer satisfaction goals were consistently met.

Acted professionally and patiently when addressing negative customer feedback.

Met or exceeded service and quality standards every review period.