Customer Service Quality Control

EDGARDO ARRAYA

P.O. Box ******,

Casselberry, FL 32718-

1365

Cell: 321-***-**** :

abg56f@r.postjobfree.com

Career Profile

Customer relations bilingual

(English and Spanish)

professional with significant

experience in both government

and business enterprises.

Proven skills in identifying,

clarifying and resolving

stakeholder problems with an

emphasis on excellence and

effective time management.

Ability to meet deadlines in

multi-tasking and high pressure

work environments.

Summary of Qualifications

● Well-organized,

results-oriented bilingual

professional with a

successful record of

accomplishments in

providing superior

customer service

● Proficient in processing

high volumes of inbound calls

while maintaining the highest

level of customer service

standards

● Skilled in analyzing and

providing solutions to complex

issues

● Excellent interpersonal

and communication skills

Professional Experience

Bookkeeping and Vendor

Relations

May 2010 to Current

South Orlando Pediatrics

PLLC – Orlando, Florida

Responsible for maintaining

practice related financial

accounts. The practice

generates revenues exceeding

$500,000 and utilizes

QuickBooks software for their

accounting management and

reporting. My primary

responsibilities consist of

accounts payable, bank

reconciliations, financial

statements preparation,

coordinating and maintaining

vendor relations, reviewing legal

contracts and consulting with

owner on all financial aspects of

the business.

Supervisor of Constituent

Services

January 2009 to December 2010

U.S. Representative Suzanne

M. Kosmas – Orlando, Florida

Managed the district office's

constituent services operations

to ensure timely and effective

services were provided to

interested parties. Primary

responsibilities consisted of

supervising office staff and

interns to ensure quality control

in answering incoming phone

and e-mail inquiries, responding

to regular mail correspondence,

maintaining document filing

systems, and interpreting federal

law and policy opinions to

relevant cases that were

assigned for review. Principal

role was to assist individuals

resolve problems of various

circumstances.

Constituent Service Representative

May 2004 to January 2009

U.S. Representative Ric Keller – Orlando, Florida

Directly responsible for providing hands-on services to stakeholders who were experiencing

problems with federal agencies. This position required an in-depth knowledge of federal laws and

policy matters, ability to resolve complex problems and the ability to work in a fast-paced

environment. Additional responsibilities included answering phone calls and responding to mail

and e-mail correspondence.

Education

University of Central Florida

Orlando, Florida

Bachelor of Science - Accounting Major

Projected Graduation Summer 2013

Valencia Community College

Orlando, Florida

Associate in Science - Business Administration

Summer 2010

Valencia Community College

Orlando, Florida

Technical Certificates in Business Management, Operations, and Specialist

Fall 2009

Accomplishments

● Implemented intake procedures that increased customer response times by 30%

● Created efficient recording and tracking of income and expenses for pediatric office

that lead to spending changes and an increase of profits by 20%

● Negotiated the expedited processing of the visa application for a 12-year child with

government officials that allowed for a family reunion after a three-year long separation

Internet Reference:

-http://www.seminolemagazine.com/mikehD05Thailandwebed.htm

● Directed the resolution of a passport delay that jeopardized a military service

member’s family reunion.

Internet Reference:

- http://www.youtube.com/watch?v=6mY6tU06mLs

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