Customer Service Management

Francisco De La Rosa

*** ******** **. ********* ** 60164

708-***-**** **********@*******.***

EXPERIENCE

isXperia; Fort Myers, FL June 2009 – April 2011

Warehouse / IT Director

WAREHOUSE RESPONSIBILITIES

• Reported to CEO/President

• Responsible for all day to day warehouse and shipping procedures.

• Ran weekly inventory reports.

• Ordered all shipping/warehouse supplies.

• Conducted and setup interviews for local office.

• Worked with CEO and President to coordinate daily work load.

• Responded quickly to resolve customer service issues that required further investigation.

• Personally addressed escalated customer concerns to ensure satisfactory outcome and brand loyalty.

• Facilitated and participated in meetings and conference calls with customers and senior management.

IT RESPONSIBILITIES

• Setup and maintained office computer network.

• Setup all internet and network security.

• Updated all software and hardware as needed.

• Trained all employees to be efficient in all company software.

Pendum LLC; Westmont, IL January 2007 – March 2009

Call Center Dispatcher

• Organized technicians daily work routes over twelve states.

• Supervised and reported on over 80 technicians remotely.

• Put together nightly job completion reports.

• Worked as liaison to customers and processed all work orders.

• Prepared performance reviews and disciplinary reports.

• Implemented and oversaw training for new hires.

• Worked with Regional Managers and Field Supervisors to coordinate personnel.

• Participated in meetings and conference calls with customers and upper management.

• Handled high volume of inbound/outbound calls to customers and technicians daily.

Q Enterprises Inc., Wood Dale, IL May 2003 – December 2006

Customer Service

• Answered all inbound calls.

• Organized and directed all technicians to their daily workloads.

• Prepared performance reviews and disciplinary reports.

• Processed Payroll for above mentioned team members.

EDUCATION

Chubb Institute; Villa Park, IL 2002-2003

Certificate of completion for Network Engineering and Operating System installs/maintenance

Courses included Linux, Netware 5, Windows 2000 Server, Windows 2000 Pro, Microsoft Office and Network Engineering.

References available upon request.

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