Customer Service Representative
Resume:
Ernest Almeida
Staten Island, NY 10309
Cellular 347-***-****
*****@*******.***
PROFESSIONAL EXPERIENCE
Committed to maintain quality, efficiency and confidentiality
Excellent interpersonal, communications, and organizational skills
Highly motivated and adept at taking initiative
Strongly self-motivated, enthusiastic, and conscientious
EMPLOYMENT HISTORY
August 2012 - Present Affiliated Computer Services, Inc. (ACS) E-Z Pass
Call Center Customer Care Specialist Staten Island, NY
Receive escalated calls/review and listen to calls from Customer Service Representatives.
Assist Supervisor with special duties.
Track absences and tardiness on CSR’s that I’m assigned too.
March 2008 - August 2006 Affiliated Computer Services, Inc. (ACS) E-Z Pass Staten Island, NY
Call Center Workforce Analyst
Ran a forecast schedule for a large call center and prepared customized reports for the department manager.
Analyzed workflow to schedule lunches and breaks for staff.
Managed time off requests.
Maintained spreadsheet regarding employees on FMLA, Workers Comp and personal leave of absence.
Tracked absences, tardiness and schedule switches.
September 2003 – March 2008 Affiliated Computer Services, Inc. (ACS) E-Z Pass Staten
Island, NY Customer Service Representative
Provided customers with account information.
Answered over 80 calls on a daily basis regarding customer E-Z pass accounts.
Handled violations from PA and NYSTA.
January 2003 – August 2003 Superior Staffing, E-Z Pass Staten Island, NY
Customer Service Representative
Provided information to customers.
Assisted customers with account inquiries.
March 2002 – November 2002 Capitol Security San Juan, PR
Security Officer
Secured a warehouse with control access.
Provided security for juvenile correctional facility.
EDUCATION
September 2000 LaGuardia Community College Long Island, NY
Network System Administration
May 1998 – May 2000 ESCA – School of Technology Guayaquil Ecuador
Associates Degree
Computer technology, Repairing, Installing and configuration of hardware/software.
SKILLS
Microsoft Word, PowerPoint, Windows 7, Internet applications, Avaya, Total view IEX
Fluent in Spanish
REFERENCES
Available Upon Request
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