Jose E. Rabassa

***** ** *** ******* ***** FL. **177 786-***-**** (Cell)

http://www.linkedin.com/in/joserabassa/ sjo475@r.postjobfree.com

QUALIFICATIONS FOR CUSTOMER SERVICE/ MID-LEVEL MANAGEMENT

Articulate, results-oriented customer service manager. Excellent Bi-lingual communication and problem-solving skills. Self-directed, team player. Dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Able to focus on projects, develop strategies and meet or exceed deadlines. Strong rapport with personnel, customers, and associates based on knowledge, professionalism, & integrity.

AREAS OF PROFESSIONAL/ SYSTEM EXPERTISE

Account Management Personnel Management Corporate Communications Client Relations

Training & Development SAP Establishing Morale Quality Control

Remedy Tracking System Amadeus Siebel CRM One View Business Objects

Centre-Vu Supervisor R-11 Lucent Definity G3 Switch Syst. Financial Analysis Sales

PROFESSIONAL EXPERIENCE

HBO LAG, Technical Support Specialist: Authorizations Department, Sunrise, Fl. 08/10 – Present

Reason for Leaving:

Contracted to assist major cable and satellite providers with new MPEG4 technology, manage the initial setup

of their new system, verify all data encryption, language and subtitles are correctly configured

Work extensively with the sales department in to align all customers to new system and verification process

NCR, Operations Manager: Iberia Airlines & Amadeus Help Desk//IT Project Manager Miami, FL. 09/02 – 03/10

Reason for Leaving: Office Transferred to Peachtree City, Ga.

Managed Iberia Airlines Reservations & Sales desk, assisted with the Amadeus Technical and Functional Help desks

Assisted in maintaining and updating the BCP including testing and training

Responsible for over 65 contractors who provided sales and service support in a technical or functional area

Managed and designed all reports for the Amadeus account whether ad-hoc reports or as agreed in the SOW

Lead Projects that included: VoIP cutover, Gems/Remedy cutover to Siebel CRM One View, Transition of calls from

Powai, India to Kingston, Jamaica and also to Peachtree City, Ga.

Costa Cruise Lines, Group Sales Department Assistant Manager, Hollywood, FL. 04/01-09/02

Reason for Leaving: Better Opportunity

Assisted the manager in restructuring the group department into a more diversified team

Formed a sales team & a service team within the department

Handled all group requests & created a goal & incentive program for all new sales agents

Supervised 15 agents to include managing & administering the telephone & AUDIX system.

American Express Platinum Card Travel Services, Team Leader, Miami, FL. 10-97-04/01

Reason for Leaving: Better Opportunity

Supervised a team of 35 agents & gave direct support to a total of 240 travel counselors

Interviewed & hired new travel counselors, Quality Control, staff scheduling,

Utilized statistical data to administer & set goals for incentive program for the agents

Provided call handling reports for trends & behaviors to upper management

Iberia Airlines of Spain/ Aerolineas Argentinas, Supervisor, Miami, FL. 04/95-01/97

Reason for Leaving: Better Opportunity

Supervised the Reservation & Special Services Department in both USA/Canadian markets

Responsible for training all new hires on the Amadeus travel System

Supervised a total of 17 agents in the Special Services desk

EDUCATION & COMPUTER KNOWLEDGE____________________________________________

Universidad Sagrado Corazon, San Juan Puerto Rico Bilingual in English & Spanish (Written & Verbal)

Barry University, Miami , Fl-Network Administration MS Office Suite-Lotus Notes

PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST

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