Customer Service Management
Resume:
Eleanor Zertuche
Chula Vista, Ca *****
***********@*****.***
Summary: A professional with extensive experience in accounts receivable, debt collection, and accounting
with relevant and pragmatic customer service experience. Able to take on multiple projects and execute all
projects and meet deadlines.
Skills
•
•
• •
Bilingual English-Spanish Excellent communication
skills
• Team player
• Excellent customer service skills
• Work without supervision
• Self starter
• Conflict resolution
• Typing speed 55 wpm
• Word, excel, PowerPoint,
• Detailed oriented
•
Outlook, QuickBooks, Oracle 11i. MAS Call center, call
• Excellent organization 90, Siebel escalation
Professional Accomplishments:
•
• Awards of recognition • increased productivity
Implemented
by 50%.
for most credit card improvements to
•
fraud and non-compliant streamline processes and Managed the
transactions caught. increased efficiency and effective processing of
• productivity. 10,000 invoices and paid
Saved company
• an average of $500k per
an estimated amount of Recommendation
month.
$300,000.00 in a year. s for work process
improvement and
Customer Service Rep 2/2013 to 6/2013
Labor Ready – San Diego, Ca
• •
Answer phones. Data entry.
• •
Translate/interpret English/Spanish. Enter applications into the company system.
• •
Scheduling service calls. Organize Files.
Instructional Assistant Volunteer 7/2012 to 01/2013
Harborside Elementary School – Chula Vista, Ca
• •
Grade homework and in class assignments. Cutting papers for school assignments.
• •
Supervise students. Help limited English students learn to read.
• •
Filing papers. Read with students.
• Test students on their English language.
Risk Management Investigator
Intuit Payment Solutions - Woodland Hills, CA 05/07 to 11/09
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• Investigated credit card fraud.
•
• Collected and analyzed data to detect deficient
Audited daily transaction activity.
controls, duplicated effort, extravagance, fraud, or
• Received incoming calls in a call center.
non-compliance with laws, regulations, and
• Verified suspicious transaction activity.
management policies.
• Inspected accounting systems for efficiency,
• Monitored compliance with standard operating
effectiveness, and use of accepted accounting
procedures for loss prevention or risk management.
procedures.
• Conducted in-depth investigations of
• Implemented or monitored processes to reduce
suspicious financial activity, such as suspected money-
financial losses.
laundering efforts.
• Investigated known or suspected internal theft,
• Created and maintained logs, records, or
external theft, or merchant fraud. Used FDR, MS
databases of information about fraudulent activity.
Word, Excel, and in house system.
•
Credit and Collections Specialist
Intuit, Inc. - San Diego, Ca 03/2002 to 05/2007
• Received calls from customers to provide • Checked to ensure that appropriate changes
information about products or services, were made to resolve customers' problems.
• Resolved and responded credit card disputed
billing, collection letters, and to obtain status
of disputed charges and refunds, etc. claims from American Express and
• Collected on debts from customer accounts paymentech.
• Worked on aging report.
on returned electronic payments, disputed
credit card charges for products sold, and • Oracle 11i, Siebel, MS Word, Excel.
bills due, made payment arrangements. • Referred unresolved customer, grievances to
designated departments for further
• Contacted customers to respond to inquiries investigation.
or to notify them of claim investigation • Mail account statements/invoices
results or any planned adjustments. • Faxed credit application forms for new
customers, checked prospective customer’s
credit application status.
Bookkeeper
Garden Communities - San Diego, Ca 1/2000 to 3/2002
• Reviewed move-in/out packages,, lease renewals.
• Processed security deposit refunds, monthly rents..
• Daily deposits, bank & month-end reconciliations..
• Collected and applied monthly rents.
Accounts Payable Coordinator
Pacific Gas Turbines - San Diego, Ca
• Balanced and reconciled petty cash.
• Full cycle accounts payables, 3-way matching
• System, month-end reconciliations.
• Entered invoices into in-house system.
• Took care of multiple Apartments properties in
San Diego and Arizona.
• Collected and applied monthly rents, security deposit and application fees
1/1997 to 12/1999
• Daily check runs, printed and mailed checks out.
• Answered phones.
• Open incoming mail, sorted mail.
Education:
Associates Degree - General Studies - Southwestern College- Chula Vista, Ca
5/12
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