Customer Service Representative

Catherine C. Mart inez

520-***-**** ****.**********@*****.***

SUMMARY

P rofessional work experience with legal proceedings and

t ranscription. M any years of experience working on child

c ustody cases, working w ith the courts and attorneys. Many

years of experience t ranscribing legal proceedings. Worked

several years editing and proofreading for the county court

r eporter and several years editing and proofreading for the

l ocal newspaper. Work oriented with a strong work ethic in all

t asks presented until task or project comes to a completion.

E xperience working w ith both Macintosh and M icrosoft

computers w ith a typing speed of 70 words per minute; as well

as the many systems such as, Excel, Word, PowerPoint, Access,

O utlook and various other web-based programs. I also have

a lready obtained my F ingerp r int Clearance Card, therefore,

confidentiality is never an issue.

KEY QUALIF ICATIONS

T ranscription Executive Assistant Technical Research Social Work

Technical Writing Investigative Research Trainer

P roofreading

Editing

MS Office 2003/2007 Human Resources

PROFESSIONAL EXPERIENCE

ARIZONA’S CHI LDREN ASSOCIATION 06/2011 – Present

Family Support Specialist 04/2013 – Present

Working with several different agencies to coordinate the care of clients. Clients being

worked with are children who have behavioral health problems. Coordinating between

t herapists, direct support personnel, in some cases CPS, attorneys, doctors, and schools, to

ensure the clients receive the care and attention they need. Working on a constant basis

a longside Child P rotective Services, attorneys, and the courts in child custody

cases. Attending and t ranscribing legal proceedings and agency meetings.

Parent Aide 06/2011 – 04/2013

Conducted supervised visits between parents and their children when they are involved in

CPS proceedings. Also provided positive parenting skills and parent aide services, which

entailed teaching the parents about the health and development of their children, in order

to assist them in gaining custody of their children. Also wrote proposals geared toward the

management committees of the organization in order to create a new program for the

organization and in order to gain new vehicles for the work staff. Worked on a constant

b asis alongside Child P rotective Services, attorneys, and the cour ts in

child custody cases. Attending and t ranscribing legal proceedings and

agency meetings.

CHI LD & FAMILY RESOURCES 01/2010 - 04/2010

Intern

P rovided support to new mothers through the First Steps program. Assisted First Steps

p rogram supervisor with any duties needed. Shadowed two different Family Support

Specialists on home visits for the In Home Program. Became a member of the CPCA and

assisted them with fundraisers and conferences.

AEGIS COMMUN ICATIONS GROUP, Sierra Vista, AZ 01/2005 - 05/2009

Supervisor 12/2008 - 05/2009

Quickly and accurately resolved internal and external issues with phone agents and

customers needing escalations.

* Agent Monitoring.

* A nalyze agent statistics.

* M aintained current knowledge of all legal and business information changes.

* Monitored and processed agent t ime cards.

* Targeted technical research.

Trainer 10/2008 - 12/2008

Provided t raining to Qwest employees to take over duties being performed by Aegis under

contract with Qwest. Provided t raining on:

* N umerous processes required to perform duties.

* C reating orders.

* O rder fulfillment process duties such as building size, equipment requirements,

cable size, company necessity and billing information.

Quality Auditor 04/2008 - 10/2008

Performed duties to improve agents skills and knowledge of processes and project

requirement.

* Agent Monitoring.

* A nalyze agent statistics.

* Coach agents.

* W rote numerous process documents to be used by agents across the company.

* Targeted technical research.

Agent 01/2005 - 04/2008

Quickly and accurately resolved internal and external customer product issues thus earning

peer and management technical expert designation.

* C reated orders for large companies and corporations.

* O rder fulfillment process duties such as building size, equipment requirements,

cable size, company necessity, and billing information.

* Worked with up to 10 different systems and software for research on various issues

and processes.

* Developed a strong ability to enter numerous orders at a t ime.

J I MBO'S BEACH SHAQUE 12/2003 - 12/2004

Executive Assistant 12/2003 - 12/2004

Assisted daily with many different business interests including redecorating and managing

d ifferent residential properties, advertising for Jimbo's Beach Shaque, assistance with

accounting and event planning.

Bar tender 12/2003 - 12/2004

Bar tended in the evenings serving customers and assisting with live events such as guest

bands and other live entertainment.

JOHNSON 'N' JOHNSON DAYCARE 05/2004 - 09/2004

Teacher for Two Year Old Room

Performed the duties of a daycare/preschool teacher such as teaching the children numbers,

letters and colors, providing meals for the children, teaching art projects to the children,

s tory t ime, and providing normal comforts such as hugs when they were sad, talking to

t hem and playing with them.

SIERRA V ISTA H E RAL D 01/2002 - 06/2003

Assistant Editor

Assisted the managing editor of the newspaper on daily tasks.

* T yping ar ticles for pr int.

* F iled historical documents.

* P roofreading w r i te ups from the va rious reporters.

* H andling customer requests and complaints

* M anaged inbound and outbound calls on multi-lined phones

* H istorical research various topics for the editors and reporters

* R esearched and assisted in the anniversa ry insert of the World T rade

C enter attacks.

* W rote a small tongue-in-cheek a rticle for the Father's Day edition

* P hotography and interviews for the Man on the Street a rticles.

A AFES PX 2001 - 2002

Customer Service Representative

AAFES PX on Fort Wainwright, Alaska. While there, performed tasks in the Customer

Service Department as a Customer Service Representative, handling layaways, returns,

customer credit, customer complaints, and customer service.

WAL-MART 1998-2000

Pharmacy Clerk

Worked at the Wal-mart Pharmacy in Sierra Vista, AZ. Performed tasks such as cashiering,

s tocking, customer service representative, and was t raining to become a Pharmacy

Technician.

PREVIOUS PROFESSIONAL EXPERIENCE

Boothill Trading Post - Cashier

Cochise County Superior Court – P roofreader/Editor

EDUCATION

Associate of Ar ts in Social Work, Cochise Community College

Graduated – May 13, 2011

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