Customer Service Manager

JONETTE CANTU

• * Privett Court, Bolingbrook, IL 60490

• 630-***-**** • ************@*********.***

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SUMMARY

Analytical Business Professional with background in Training/Event Management. Strong organizational, communication

and research skills. Ability to work individually or as a team. Expertise in business start up positions, developing new

hires and creating new procedures. Focused on positive results, client satisfaction and taking initiative.

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Documentation Creation Computer Proficiency Meeting & Event Coordination

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Process Improvement Effective Communication Reporting & Reconciliation

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Design Project Management Training Coordination

PROFESSIONAL EXPERIENCE

WASTE MANAGEMENT, Lombard, IL 1999 to 2012

Waste Management is North America’s largest provider of integrated environment solutions with over 45,000 Employees

serving over 20 million residential, industrial, municipal and commercial customers.

Inbound Account Manager/National Account Manager 1 (2006-2012)

Managed the maintenance and growth of small volume recycling accounts with the intention of increasing business and

revenue by adding additional services. Secured contract agreements from previously non-contracted customers by using

sound negotiation practices. Generated reports for management.

• Developed and managed Customer Service position.

• Added an 800# phone line for recycling information to manage 100 residential or commercial queries a week.

• Developed and compiled 100+ reports monthly analyzing tonnage, services and customer inquiries.

• Created a database in Microsoft’s BCM (Business Contact Manager) for daily correspondence to track the progress of

1500+ recycling customers.

• Successfully established effective systems for record retention for year to date totals for 3000+ incoming calls.

Training Specialist (2001 – 2006)

Trained new hires and retrained existing employees in billing, customer service, updated & new procedures or wherever

the need existed. Evaluated and measured the performances of current and incoming employees. Created new procedures,

new training manuals, and kept all materials current. Monitored new employees and assisted in any areas of development

that needed retraining. Interviewed prospective trainers.

• Created new training manual that was recognized at the corporate office and utilized in training sessions.

• Trained 50 individuals yearly on billing and service procedures in a class like setting.

• Managed and planned 250+ training seminars, which included lodging, catering, materials, and setting up training

rooms.

Billing Representative (1999 – 2001)

Implemented billing procedures to complete a centralized invoice that was sent to the customer. Included auditing and

reconciling invoices for discrepancies, keying invoices to submission to accounts payable and negotiating pricing with

venders. Evaluated accounting requirements during discovery meetings with potential clients.

• Met monthly goal of invoice to customer consecutively on required date for 16 months.

• Became team lead to train incoming team members due to billing procedures knowledge and computer systems.

• Promoted to Training Specialist.

JONETTE CANTU Page Two

GOOD SAMARITAN HOSPITAL (1999-1999)

Billing Representative

• Successfully billed inpatient, outpatient, insurance companies & Medicare claims.

• Followed up on claims & re-billed when necessary.

Additionally, worked at

Service Master, Billing Coordinator (1997-1998)

Loyola University, Accounting Clerk (1992-1996)

EDUCATION

• BS, Adult Education, Bellevue University, Bellevue, Nebraska, 2012

• AA, Finance, Morton College, Cicero, IL

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• PROFESSIONAL DEVELOPMENT

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• Illinois State Licensed Managing Broker, Coldwell Banker School, Des Plaines, Illinois, 2006

• Certificates Training Generalist, Langevin Learning Services, Ogdensburg, New York, 2001

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• TECHNICAL SKILLS

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• Microsoft Word • Blue Pay 2.0 • Lotus Notes

• Microsoft Excel • People Soft • Vantive System

• Outlook • MAS • Microsoft Business

• Contact Management

(BCM)

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• PROFESSIONAL AFFILIATIONS

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• PRC-Peoples Resource Center, Volunteer, 2012

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