Customer Service Analyst
Resume:
Lilburn GA *****
*********@*****.***
Cesar Puerto
Objective
To seek a position in a dynamic workplace where I can utilize my professional skills to achieve career goals through
application of innovative solutions to a company’s needs.
Skills
• Strong verbal and written communication skills
• Self motivated specialist with extensive experience in customer service management & client management
• Well-Developed organizational skills & administrative skills
• Ability to carry out project-based tasks on time with minimal supervision
• Experience in both team oriented and professional settings
• Strategic Planner with notable research and analytical abilities
• Proficient in Microsoft Office: Excel Outlook Word PowerPoint Project Management
• Proficient to handle consumer relations with both English and Spanish Clients
• Proficient in Business Platform Programs: Sales Force Intuit Webhut Editor
• Web Development Experience, Web Editing and Minor Graphic Design Abilities
Education
Georgia Gwinnett College Lawrenceville, GA July 2012
Bachelor of Business Administration
Concentration Marketing
Minor in English Disciplinary Studies
GPA 3.2
Work Experience
Snehta Johns Creek, GA April 2013- Present
Customer Service Specialist
• Identify, prioritize, manage and implement initiatives to improve the customer experience and improve quality of
customer on boarding
• Manage the day-to-day operations of client services by establishing and implementing standard procedures
• Understand team financial targets, analyzing trends, identifying shortfalls, and create solution based action plans
• Create and enhance strong customer relationships across various levels of the client organization process
• Develop and implement methods for continuous improvement of process, quality, and productivity
• Work with members of the team to maintain day-to-day implementation of activities
• Develop SOPs, generate standard and customized reports and queries, access appropriate databases, and interpret
and clarify data using Salesforce.com (SFDC)
• Interact directly with clients considering cancellation of services to resolve problems and retain business, requiring
superior client servicing techniques, patience, and problem resolution skills
356 Killian Hill
Lilburn GA 30047
*********@*****.***
Cesar Puerto
• Direct Representative of Snehta that handled all customer orders, complaints and inquires concerning Snehta’s
products and solutions
• Web Editing and Site Maintenance of Snehta websites (Using programs such as Paint.exe & Web Hut Editor)
• Initiates and receives inbound/outbound calls to customers that are 1-180 days past due
• Handled accounts with SMO optimization and Google Adwords Lead Generation
• Answering 50-120 phone calls a day
• Reconstruction of Snehta customer’s websites to increase interface usability and overall increase impressions.
• Provided and created email marketing campaigns for Snehta clients as well as gave insight to increase social media
following.
Deeper Shopping Suwannee, GA January – March 2013
Marketing Associate
• Direct Representative of Deeper Shopping. Responsible for receiving phone calls and emails from customers or
internal stakeholders.
• Developed sales and marketing collateral, including brochures, flyers, presentations, and online presence
• Social Media Management of Deeper Shopping’s Social Media Portals
• Introduce and implement different methods to increase overall sales penetration of Deeper Shopping. This included
email-marketing, cold calling and initiating face to face meetings
Georgia Gwinnett College Lawrenceville, GA May 2007- June 2013
Library & Wellness Center, Administrative Assistant
• Prepared formal documents and handouts for students and staff
• Representative for all administrative duties and inquires of Wellness Center & Student Library
• Edit content and layout for weekly campus newsletter to all GGC students and faculty
• Provided technical assistance for all students and staff that entered both library & wellness center
City of Snellville Snellville, GA March 2012- August 2012
Marketing Intern Department of Economic Development
• Design and edited promotional material for all Economic Developments functions and City of Snellville Events.
• Helped coordinated city events and programs
• Worked with city officials in implementing public relations tactics to generate more city awareness
• 3 month marketing research project for City of Snellville to increase new city development
Academic Activities
• HOPE (Hispanic Organization Promoting Education) non-profit Suwannee, GA 2010-Present
• Organization of Latin America Students 2007-2012 Vice President
• Campus Activities Board/ Student Government 2010- 2012
R EFERENCES WILL BE PROV IDED UPON REQUEST
356 Killian Hill
Lilburn GA 30047
*********@*****.***
Cesar Puerto
• Hope Scholar
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