Janet Beverly Delos Santos

• Assist Property Management with the day-to-day operations and tenant relations through the coordination of tenant requests and administration of maintenance services
• Answer and route phone calls from tenants, owners, brokers, and vendors to the appropriate contact within the Property Management and/or dispatch personnel based on immediate needs
• Provide high-quality customer service, update and maintain and update as necessary all tenant contact information
• Assist with the scheduling of contractor work and coordinate with tenants
• Track and follow up on service calls and initiate necessary action accordingly
• Make calls, send email and text to past due tenants.

• Train from basic LLS SOPs and call flow down to complicated scenarios
• Conduct performance evaluations, provide performance feedback, and send a recommendation
• Collaborate with a Training Specialist or Operations Manager, in the absence of a Training Specialist, in any training enhancements or revisions
• Responsible for monitoring trainee’s progress from the start of training until the end of the training class
• Sends report on training progress and the final result of the training’s assessment
• Helps in training agents about the process or system updates
• Coordinates with the Quality and Operations leaders to conduct refresher training and or other outline projects
• The trainer may be required to stay on the phone when the SLA drops to 75%
• Perform additional/other services that may be required from time to time, which may or may not be related to the primary obligations stated above.

• Entertain queries, pre-qualify, and provide information and customer service to prospective tenants looking for residential rental property
• 80% voice tasks; 20% after-call tasks (notes, emails)

• Respond to customer inquiries regarding their order and resolve customer disputes via email, tickets, live chats, and phone using Live Agent and Google Apps.

• Entertain queries, pre-qualify, and provide information and customer service to prospective tenants looking for residential rental property
• 80% voice tasks; 20% after-call tasks (notes, emails)

DirecTV

• Provide exceptional service to customers and our clients by providing back-office support services, including compiling customer sales quoting information, email correspondence, data entry and analysis, processing, and researching customer sales quotes
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) - Maintain basic knowledge of client products and services
• May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

eBay Mediation:

• Resolve disputes fairly
• Provide a neutral go-between for buyers and sellers
• Reduce premature negative feedback

• T-mobile - Prepare complete and accurate work, including appropriately notating accounts as required
• Track, document and retrieve information in a call tracking database
• Responds to requests for assistance
• Use decision-support tools and resources to appropriately provide resolution to the customer
• Build customer loyalty through timely and effective resolution and proactive account management.