Customer Service Representative
Resume:
Edith L. Ramirez
Pomona CA ***67
Summary
Customer Service Representative/Administrative Professional with
extensive experience in office management and excellent organizational
skills. Demonstrated history of contributing team building, public
relations skills, and problem solving techniques to increase department
productivity and satisfy customer needs. Consistently exceed performance
and department goals.
Strengths, Skills, and Abilities:
* Speak, read, and write fluent Spanish
* Effective written and verbal communication skills
* Creative, strategic problem solving
* Skilled in PC applications, Microsoft Office, Microsoft Word, Excel,
PowerPoint, Lotus Notes
* Ability to excel in both team-oriented and independent work
environments
Professional Experience
Blue Lagoon Pool Service, Rowland Heights, CA
Office Administrator 01/05 – 01/11
* Performed filing, billing, input spreadsheets, and collections.
* Answered phones, booked appointments, and typed word documents.
Verizon Communications, Pomona, CA
Customer Service/Coordinator Customer Response, 06/05 to 05/08
* Assisted in coordinating communications within departments and
technicians
to ensure service delivery, repair completed, and trained employees.
* Prepared documents and assisted in the facilitation of projects which
led to increase in productivity and employee performance.
* Provided > 10000 nationwide customers with assistance in technical
matters and complex repair requests, such as ISDN and Video
Conference.
* Provided customers with status and followed up on repair tickets,
updated
databases which contributed to problem resolution in a timely manner.
* Answered inbound calls/outbound calls which assisted customers with
product explanation, and support with trouble isolation.
* Handled escalations to turn irate customers into satisfied customers.
Customer Inquiry Advocate, Downey, CA 11/98 - 06/05
* Created organizational policy for Flexible Work Week Initiative which
contributed to 86% decrease in employee absenteeism.
* Answered inbound calls to >100k external and internal customers.
* Provided customer follow-up and coordinated with dispatch on a daily
basis to track technicians ETA/rescheduled if necessary.
* Maintained a high level of technical expertise required to
effectively
update/provisioning databases and data entry/sales order entry.
* Modified and issued service orders when applicable to update, ensure
record accuracy and price quotation.
* Provided technical consulting and trouble-shooting analysis to isolate
customer problem and issue trouble ticket.
* Increased department’s revenue by generating > $500k through selling
and cross selling Verizon products.
Edith Ramirez, Page Two
Verizon Communications, Santa Monica, CA
Customer Language Assistant/Customer Service 05/97 - 11/98
* Assisted customers with billing issues; initialized service orders
to their telephone and paging services.
* Investigated and resolved billing disputes.
* Created and modified service orders related to long distance changes.
* Verified and initiated long distance freezes as mandated by PUC
tariffs.
* Educated customer base on services available in their service area.
* Resolved communication breakdowns by assisting other Associates in
serving
<100k Spanish speaking residential customers in a call center
environment.
* Trained in dms100, dco, ewsd, dms10, gtd5, awas, nocv, Fios & Vrepair.
Thrifty, Downey, CA
Cashier 08/94- 04/97
* Cashier, Stocker and Customer Service.
Montgomery Wards Portrait Studio, Pico Rivera, CA
Customer Service 11/94 - 11/96
* Maintained front desk; booked appointments; answered phones; and
filed.
Education and Training
Graduate, Downey High School
Additional Keywords:
Productivity, Efficient, Strong Work Ethic, Multitasking, Self-
motivated and responsible
Contact this candidate