Customer Service Manager

Objective I am seeking a fast paced organization that will offer stability and room for growth. I enjoy working in a work environment demanding strong organizational, leadership and interpersonal skills. I am committed to providing exceptional customer service.

Confident and poised in interactions with all ages and levels of individuals. Detail oriented and resourceful in organizing and completing projects. Fluent in Spanish and English.

Skills Extensive call center experience Planning and implementing Strategies

Timeshare Industry Experience Advanced Computer Knowledge

MS Word and Excel Teambuilding and Management

Written and Verbal Communication Collections & Debt Management

Experience 2012 - 2013 Cash Call Las Vegas, NV

Collections Representative

• Handle phone calls on a dialer system

• Handled customer service and collection calls

• Make outbound calls

2011 – 2012 JEM Group Las Vegas, NV

Senior Account Manager

ß Perform strategy calls and monthly account reviews with clients

ß Negotiate settlements with creditors, third party agencies, and attorneys

ß Handled Inbound and outbound calls.

• Manage client base of 400

2009 NV Oral & Facial Surgery Las Vegas, NV

Call Center Representative/Front Desk

ß Scheduled appointments via telephone, e-mail and walk-ins

ß Assisted front desk, checking in patients, accepting payments

ß Translator via telephone and for Doctor’s in their consultations.

ß Collection on bills 30+ days

2006-2008 Diamond Resorts International Las Vegas, NV

Customer Service Lead

ß Handled 30-40 internal helpline calls 10-20 customer service calls per day.

ß Established training materials

ß Collections 30+ days

ß Supervised team of 10-15

Education 2000-2002 New Mexico State University Las Cruces, NM

Major: Communication Studies and Political Science

President of Kappa Delta Chi rush class

2008 – Current University of Phoenix Las Vegas, NV

Major: Human Services and Communication

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