Customer Service Management

Catherine Montoya

**** ***** ********* **** *** 139 . Houston, TX 77096

************.*****@*****.*** . 713-***-****

PROFILE

Solid Business Administration Bachelor from University of San Martin de

Porres ubicated in Lima, Peru with successful experience in International

Companies in the Financial Sector, Public Services and Mobile

Telecommunications . Excellent personal skills, Bilingual (English/

Spanish), proactive, communicative and organized. High orientation to

discipline and teamwork as well as ability to interact with different kind

of people, reaching the best interest between sides, the customers and the

company.

WORK EXPERIENCE

America Mobile, Lima - Peru

Corporate Accounts Consultant 2006

- 2009

. Maintenance of Corporate Accounts of VIPs and High customers, direct

contacting with the legal Representative.

. Negotiation of proposals on issues as economic Renewals, holds and new

services.

. Regulate issues relevant to billing and collections.

. Train Clients in equipment and navigation issues.

Executive of Corporate Customer Care 2002 -

2005

. Management of Corporate Accounts and Commercial support, post sales

services and operational changes in the system.

. Detailed Billing Reports, Claim Management and resolution of them.

. Negotiation of payment agreement.

. Retention in the event of cancellation.

Luz Del Sur, Lima - Peru

Executive of Corporate Customer Care 2001

- 2001

. Answered inbound calls in support of customer needs.

. Customer Data Management

. Reception, referral and resolution of technical and service demands

Wiese Sudameris Bank, Lima - Peru

Service Representative 2000

-2000

. Execution of banking operations

. Customer Service

. Forms and Payroll Tables

. Vault Accounting

Host and Platform 1999 -

2000

. Customer Services, Promoting, selling and opening of new products

. Virtual Banking Operations

. Managing ATMs

EDUCATION

UPC University, Graduated School

2006-2007

EGG, Education of Management Executive - Marketing Program

University of San Martin de Porres

2000-2004

Bachelor of Business Administration

UPC University 1997-1999

Business and Accounting

SKILLS

Fluent in English and Spanish

Proficient in Windows Microsoft Office: Excel, Word, Power Point

Operating Systems: Platform Postpaid and Prepaid Customer Data Base and

Charging Systems Interactions, Service Activation and Provisioning, Loyalty

Applications, Collections and Bills.

Banking Processing Systems.

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