Ma. Sharon Velasco

• Coordinate with Customer Service rep and Mortgage Banker to ensure that file is ready to print TRID Closing Disclosure.
• Review file and ensure all documents (HOI, Tax Cert, PMI, Appraisal invoice, survey invoice and Fee sheet) needed for closing are uploaded in eiv.
• Review documents to ensure that all details entered in the system matched the information from uploaded documents.
• Coordinate with Title Company to ensure accurate input of fees.
• Part of the team handling rush requests to process TRID Closing Disclosure.
• Monitor priority entry dates to ensure files will not go out of SLA.

● Diligently checking and updating all trackers.

● Accurately processes reshipments, refunds, and returns.

● Identify source of chargeback, engage in tactical representment and take necessary steps to prevent future chargebacks.

● Make outbound to contact customer about Declined payments on their subscription account.

● Convince customer to retain their subscriptions.

● Coordinate with fulfillment to track “out of stock products” and updates on SKU numbers. Contact customer to swap backorder products or update SKU on customer orders.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Recommended products to customers, thoroughly explaining details.
• Manages 4 brands for Health and Wellness Campaign, Multi-tasking by serving customers using 3 channels(phone, chat and email)
• Handles task for outbound on Declined Payments and Back orders
• Process discounts, returns, save attempts and answer general and account inquiry questions.
• Manage subscriptions
• Create order and upsell products. Open and close records.

● Greet customers enthusiastically

● Answer calls about Where’s My Stuff questions, unknown charges, gift card balance and membership subscriptions

● Educate customers about company policy

● Process returns, refunds and discounts

● Provide exemptions on eligible customers

● Close out or open all records

• Answer calls mostly about escalated retail, repair and delivery concerns.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Set proper expectation about their product and company policy
• Follow and implement policies and special instructions for various accounts and maintain accurate and up-to-date documentation on all service incidents.
• Assist customer with any issues they have with the products purchased from Sears or Kmart store and provide or suggest solutions when a product malfunctions.
• Communicate with warehouses and various teams within Sears as necessary to address order concerns and effectively troubleshoot any incidents.
• Process refund after verifying that customer is entitled to it.
• Process Even and Uneven Exchanges within the customer satisfaction guarantee period of 30 days.

• Greet customers warmly and determine the problem or reason for calling.
• Answer questions about delivery status and updates, if not directing customers to the correct department
• Process rescheduling or putting deliveries on hold.
• Scheduling Manual Work order if there is a need for delivery team to go back to customer’s residence
• Try to persuade/negotiate with customer to reconsider cancellation
• Provide information on company’s deals and promotion
• Utilize tools available to handle high call volumes.
• Work with customer service manager to ensure proper customer service is being delivered.

• Greeted customers entering store and responded promptly to customer needs.
• Welcomed customers and helped determine their needs.
• Worked closely with shift manager to solve problems and handle customer concerns.
• Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
• Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
• Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
• Restocked and organized merchandise in front lanes.
• Reviewed new promotions and monitored price changes.
• Stocked, tagged and displayed merchandise as required.
• Worked flexible schedule and extra shifts to meet business needs.