Customer Service Manager

April Cruz 845-***-**** **********@*****.***

Objectives

To obtain full time employment in a rewarding field.

Education

Broward Community College

2010

Business Administration with a focus in Human Resources

American Senior High

Graduated July 2004

Graduated with a 3.1 G.P.A.

Experience

Chat Trainer (AT&T Chat) Talk2Rep May 2011 – Current

I am responsible for mentoring, training, evaluating, and developing the staff while providing support,

information, and assistance. I am accountable for managing all day to day issues prioritizing and

responding to each situation in the appropriate manner. Help the staff to set realistic and

measurable quality goals. Provide coaching and development opportunities, and address

performance issues to meet aggressive sales goals. Ensure compliance of internal policies and

procedures as well as client quality requirements to prevent and/or minimize potential challenges

and problems. I also am responsible for developing training material to adhere to client standards

and enhance the development of existing agents.

Technical Support Representative (Sprint) Teleperformance USA January 2010 – October 2010

I assisted customers with questions, concerns or problems that would occur with their cell phone

service by provided excellent quality customer service and technical support. I would perform basic

troubleshooting to ensure Issue Resolved quality goals were meet. Computer efficiency with

navigating up to 10 screens while keeping a standard call time of 480 seconds or less.

Customer Service Representative T Mobile January 2008 – January 2009

I assisted customers with questions, concerns or problems that would occur with their cell phone

service by provided excellent quality customer service. I would also evaluate a customer account to

offer products and services to fit the customer needs and usage. Computer proficiency was a must

to navigate several programs effectively and efficiently to achieve a call time of 600 seconds or less.

Office Manager Joseph Air Conditioning Inc. January 2006 – August 2006

Started as Secretary and was promoted to Office Manager. Provided assistance to the owner to

organize and revamp business during a high increase. I coordinated dates for installation, inspection

and service calls. Inputted business expenses and income in Quickbooks Premier for accurate

bookkeeping. Also provided customer service for clients on a daily basis.

Assistant Manager F.Y.E. January 2005 – August 2005

I assisted with customer with finding merchandise appropriate to their needs. Maintained store

cleanliness and appearance while adhering to company policy. I managed the till for a accurate

reading of daily sales and assisted Manager with any projects.

Skills

Proficient in Microsoft Word, Excel and Outlook

■

Moderate knowledge of QuickBooks

■

Excellent Customer Service Skills

■

Computer (Moderate Tech support)

■

Multi tasking

■

Problem Solving

■

Training

■

Coaching & Development

■

Supervising 25+ Agents

■

Contact this candidate