Ruby Luna-Gonzalez

***** * **** ** ****. Houston, Texas United States 77072 . 832-***-****

acf32r@r.postjobfree.com

Objective

. Ability to prioritize and remain focused on the essence of an issue

Skills

. Microsoft Office 98-2000 (Excel, Word, Power Point,Access)

. Windows 7-10

. Bilingual (English & Spanish -(Speak, Read, Write-Ability to translate)

Work Experience

Republic Services Call Center Houston, Texas

03/14-09/2014

Customer Service Specialist Bilingual

. Customer Service Specialist receive and respond to routine residential

customer service calls, new residential, requests and complaints,

which are typically general to moderately complex in nature and

require limited research and investigation to reach resolution.

. Responsible for delivering superior customer service in a prompt,

respectful and courteous manner to ensure concerns are resolved.

. Respond in a timely and accurate manner to routine customer service

calls ensuring that residential and commercial service issues and

concerns are treated in a respectful and professional manner.

. Effectively respond to routine issues regarding general residential

and commercial service matters, which may involve outbound calls and

other communications to resolve simple to moderately complex issues

including contractual obligations, billing questions, service

cancellations, price increases and equipment issues.

. Return all emails and faxes in a timely manner to ensure that

customers' concerns are understood, addressed and resolved in an

efficient and complete manner as possible.

. Enter service data into computer for billing and scheduling purposes.

. Log information about customer service interactions into systems;

update in a timely and accurate manner to ensure that associates are

able to track service inquiries and resolution.

Rhodes Auto Sales Finance Department Houston, Texas

10/2013-03/14

Account Representative -Collections

. Working assigned queue for collections of accounts 0-60 days past due.

. Managing accounts for prevention of voluntary or mechanical

repossessions of vehicle.

. Answering multi phones lines for payments, extensions, other inquiries

as requested by customers.

. Making at least 80 outbound calls a day for collections.

. Submitting payday changes and deferments by approval of Finance

Manager.

. Following-up on accounts submitted out for repo as well door knocks

for non-payment of customers.

. Follow company procedures for proper collections guidelines.

. Adding side notes for mechanical service vehicles for releasing of

service completion.

. Making probable extensions with customers for prevention account

defaulting.

Burnett Specialist Staffing (Fulcrum Call Center), Houston, Texas

07/2013-10/2013(Temporary)

Call Center Representative

Answered multi-phone lines call center rate of 70-85 calls per shift.

. Answered customer inquiries for billing questions, new & transferred

of services, paid attention to detail information of customer

inquiries

. Resolves billing or service complaints and refers grievances to

designated Departments.

. Completes contract forms, prepares change of address records, and issues

. Determines charges for service requested and collects deposits.

. Solicits sale of new or additional utility services.

.

Workplace Staffing (Waste Corporation of America), Houston, Texas

12/2012 -05/2013

Sales Assistant Residential

. Customer Service and Human Resources floater.

. Assisting sales for updating and prospecting new Subdivisions,

HOA'S,Property Management, MUD'S, WCID.

. Data Entry, clerical, faxing.

. Updated recent information obtained from current prospect (management

group).

. Meet daily deadlines and timeline deadlines.

. Reconciling reports.

. Researched new prospect for upcoming bids for solid waste contract

Buena Suerte Newspaper, Houston, Texas

12/2011 -04/2012

Admin Assistant (Art Production Department)

. Answered multi-lined phones.

. Aided sales rep in artwork for approval from sales rep and customers.

. Data Entry, clerical, faxing.

. Updated artwork for incoming ads from sales rep and sales managers.

. Meet daily deadlines and timeline deadlines.

. Uploaded all web ads after obtaining approval of artwork from sales

managers

.. Daily outbound calls for client verification of received artwork ads

for display and changes at request via fax, email or by phone.

. System access of work functionality Corel, Access, Pre 1, Adobe, Active

Fax,

Evernote, Excel.

Asap Insurance Agency, Houston, Texas

10/2008 -09/2011

Administration (Including: CSR Agent, Underwriter, Sales Agent,

Marketing)

. Auto, Home, Commercial, Renters Insurance services

. Answered multi-lined phones

. Process client files and reviewed Underwriting Discounts to be

submitted to Insurance company.

. Maintain/run office in managers/owners absence

. Daily operations of processing quotes for agents, including for new

business, renewal, rewrite customers.

. Complied lists of prospective clients to provide leads for additional

line of business.

. Contacted prospective clients and explained features and merits of

policies

offered.

.Instrumental in detailed oriented, customer service, and processing.

.Recommended coverage based on analysis of prospects circumstances and

utilized persuasive sales techniques.

Trained and managed between 2-6 employees and sales agents and achieved

significant improvements in their productivity. upcoming Companies

(Newport, Accc, Hallmark, South Texas

General,United, Progressive, Infinity, Endeavor, Pronto Mga, Affirmative,

American South West, American Risk, Columbia Lloyds, Tapco).

.Supervised and managed Siempre Insurance for Administration Department.

. Collected premiums from policyholders and kept records of payments.

. Successfully handled claims and underwriting issues.

Cash handling and submitted and reviewing daily reports.

Auto Refinance Source Inc., Houston, Texas

06/2005 -02/2008

Credit Operations Call Center Customer Service Representative

Answered multi-line telephone, routed calls, and took accurate messages

. Daily operations of processing and submitting loan applications for

approval of

Auto Refinancing.

. Interviewed customers to obtain information and explain available

financial services, such as lowering interest rate, extended warranty

and gap coverage.

.Trained and managed clerical processing and achieved significant

improvements in their productivity.

. Supervised and managed Credit Operations processors applications for

submission productivity.

. Obtained credit records from credit reporting agencies.

. Responsible for fax server, Chase Auto finance callbacks approval

submission

. Responded to written and telephone for additional information needed

require

d completing application approval for review by credit Analyst and Loan

Officer.

. Translated for Spanish speaking customer on status or completion of

sale.

Education

1998 - 2001 Ball High School, Galveston, Texas USA High School

Diploma

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