Yvette Razo
Denver,CO
Summary
Dynamic Technical Support Specialist with a proven track record at Aqua-Hot Heating Systems, excelling in effective complaint resolution and customer account management. Recognized for implementing training programs that enhanced service quality and reduced inconsistencies. Adept at problem-solving and multitasking, ensuring optimal customer satisfaction and operational efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Support Specialist/Lead Customer Service
Aqua-Hot Heating Systems
12.2022 - Current
- Assisted customers in identifying issues and explained solutions to restore operation and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Generated reports to track performance and analyze trends.
- Engaged clients in person and over phone to answer questions and address complaints.
- Reviewed associate performance to identify training needs.
- Cross-trained and provided backup support for organizational leadership.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Investigated and resolved customer inquiries and complaints quickly.
- Implemented and developed customer service training processes.
- Sought ways to improve processes and services provided.
- Identified and resolved discrepancies and errors in customer accounts.
- Resolved 50+ technical support inquiries per day.
Loan Closing Specialist
Radian Settlement Services
06.2020 - 10.2022
- Verified closing financial disclosure amounts against settlement and escrow agent figures to accurately reflect borrowers' bottom-line costs.
- Prepared preliminary settlement statements and loan closing instructions for review by title companies and closing agents.
- Collaborated with lenders, agents, and legal professionals to resolve transactional and title issues.
- Reviewed titles, insurance and flood zone certifications to meet closing standards for each property.
- Efficiently processed large volumes of complex legal documents without sacrificing quality or attention to detail.
- Minimized delays in the closing timeline by proactively addressing potential issues and maintaining consistent communication with all parties involved.
Patient Registration, Compliance Corporate Trainer
SORIN GROUP
05.2012 - 06.2016
- Prepared documentation and records for upcoming audits and inspections.
- Helped create training programs to handle system-wide issues and maintain compliance.
- Assisted with development of compliance objectives and strategies.
- Conducted periodic compliance audits and reviews to identify areas of improvement.
- Managed patient registration process, confirming data accuracy and completeness.
- Registered new patients into computer system and verified addresses, telephone numbers and insurance information.
- Developed training programs to meet company objectives.
- Developed effective training manuals, modules and teaching aids.
- Prepared educational materials such as module summaries, videos and informational packets.
- Maintained records on attendance and participation.
Education
Bachelor of Science - Business Management
DEVRY UNIVERSITY
04-2021
Skills
- Customer relationship management software
- Effective complaint resolution
- Escalation management
- Customer account management
- MS office applications
- Problem-solving
- Customer service
- Multitasking and organization
- Work prioritization
- Quality control
- Administrative support
- Attention to detail
- Call center experience
Certification
- Certified technician, Aqua-Hot - 2023
Timeline
Technical Support Specialist/Lead Customer Service
Aqua-Hot Heating Systems
12.2022 - Current
Loan Closing Specialist
Radian Settlement Services
06.2020 - 10.2022
Patient Registration, Compliance Corporate Trainer
SORIN GROUP
05.2012 - 06.2016
Bachelor of Science - Business Management
DEVRY UNIVERSITY
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