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Delfia
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Competencias
Demonstrated experience with CRM Platforms.
Demonstrated experience with Google Suite.
Demonstrated experience with Slack.
Demonstrated experience with Documentation Review.
Demonstrated experience with Compliance.
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Professional profile
Experiencia
Customer Support Specialist – Property Management
Manage a high volume of simultaneous support cases for landlords, property management companies, and real estate agents, prioritizing effectively to meet resolution deadlines consistently.. Assist clients with posting and managing rental listings, ensuring all required documentation and information is complete, accurate, and compliant with platform standards.. Review listing details, leads, and account configurations, identifying and resolving discrepancies or missing information before publication.. Grant account access and guide clients through the application management process, including how to view and respond to leads and rental applications.. Support tenants with issues related to background checks, applications, and navigating listings, providing clear and empathetic guidance throughout the process.. Leverage Zillow's proprietary CRM system to document all interactions, track case progress, and ensure accurate recordkeeping across accounts.. Coordinate with internal teams via Slack to escalate complex cases and apply consistent solutions aligned with compliance requirements across multiple states.. Adapt continuously to evolving platform tools, policy updates, and operational demands while maintaining a high standard of customer service and attention to detail.
Back Office Specialist – Profile Review & Fraud Detection
Reviewed and evaluated legal documentation submitted by clients to approve or deny service transfer requests, ensuring strict compliance with established regulatory guidelines.. Conducted detailed profile analysis, cross-referencing submitted data against records to verify identity and completeness prior to processing.. Identified discrepancies and missing documentation within client profiles; proactively contacted customers to request required materials and explained next steps clearly.. Detected and reported potential fraudulent activity when information failed to match official records, escalating cases with full documentation to the appropriate compliance team.. Maintained thorough records of all profile reviews, decisions, and customer communications to support quality assurance, audits, and regulatory reporting.. Applied an analytical and independent approach to case resolution, proposing practical solutions while upholding high ethical standards.
Customer Service Representative
Managed 80+ inbound and outbound calls daily, handling billing inquiries, service issues, and account management for AT&T customers.. Resolved billing disputes and processed account adjustments, consistently contributing to improved customer retention.. Guided customers through technical troubleshooting for mobile services, prioritizing first-call resolution.. Processed payments and set up automatic payment systems, ensuring accurate and timely account updates.. Utilized CRM software to log interactions, update records, and ensure data integrity across accounts.. Consistently met KPIs including call quality, first call resolution rate, and customer satisfaction scores while managing a high-volume, fast-paced workload.