Rafael Acevedo

Efficiently managed a high volume of inbound customer inquiries via phone, email, and chat, providing accurate and timely information regarding products, orders, promotions, and returns. Conducted outbound sales calls and campaigns to promote products and services, identifying and qualifying potential customers to close sales and build customer relationships.

Evaluated and responded to requests for Awards and Decorations from various sources, including Congressional offices and the National Personnel Records Center. Processed requests and mailed out Medals to veterans, while also providing processing support for Special Trophies and Awards programs.

Received incoming tickets from Favor customers regarding order issues and login assistance, providing proper credits and refunds on incorrect orders when justified. Processed and resolved over 500 product exchanges monthly using CRM software, achieving a 95% customer satisfaction rate and reducing complaint resolution time by 30%.

Installed and supported Windows OS, including command line and client support, while troubleshooting devices and resolving network issues. Detected various types of compromises and gained an understanding of penetration testing and vulnerability scanning concepts.

Fielded calls from active and prospective clients to commence, maintain, or troubleshoot utility services, keeping detailed records of client interactions or transactions. Processed over 500 customer records monthly using Salesforce CRM, achieving a 95% data accuracy rate and reducing information retrieval time by 20%.

Recorded and documented calls, conversions, solutions, and payment history using various programs and call logs within a national database. Researched and responded to case inquiries from the Office of Attorney General and out-of-state caseworkers, client attorneys, paralegals, and sheriffs.

Worked in a customer service environment, taking calls for Medicaid, Medicare, SNAP, TANF, and Chip, and referring unresolved customer grievances to designated departments for further investigation. Spoke with potential and current clients regarding applying for state benefits and the status of current benefits.

Monitored compliance, call calibrations, and system downtimes, adding segments for team meetings and one-on-one coaching. Performed departmental scheduling for the Retention Team, ensuring 100% client coverage regardless of the time of day.

Completed a comprehensive program focusing on computer user support. Gained expertise in troubleshooting, virtual network administration, and identifying security threats.