Manager Customer Service
Resume:
Manuel A. Rivera Rivera
Rock Hill, SC 29730
Tel: 704-***-**** (C)
SUMMARY OF QUALIFICATIONS
Over 7 years experience in Purchasing and 4 years of Warehousing within the
American Red Cross. Over 25 years of experience in supervisory functions.
Two years experience working for a CPA firm in Puerto Rico. Retired from
the United States Air Force. Self starter and highly motivated individual
ready for new challenges. Completely bilingual with computer skills.
People oriented.
EXPERIENCE
1/2009 - To Present: DUKE ENERGY
Under directive supervision, on various work schedules, handles billing
inquiries, service orders, trouble calls and related matters from customers
and other sources by telephone and by mail; handles customer business
matters in a warm, friendly, conscientious and tactful manner to develop
and promote the highest possible degree of customer relations; performing
such duties as: Using computers, typewriters, calculators, copiers,
phones, and other similar equipment that may be needed in the performance
of the employee's assignments. Handling inquiries and requests concerning
billing matters; resolving high bill inquiries in a manner satisfactory to
the customer and the Company; analyzing customer service requirements;
explaining electric and gas charges; effects of weather conditions and
general concepts in the pricing of gas and electric service; offering
service and conservation advice; explaining the costs of operating various
appliances; promoting the value of service received; re-computing service
charges including proration of billing. Adjusting or making corrections
when necessary; providing complete explanations to customers to settle
misunderstandings; and handling each case promptly and completely to
generate maximum customer satisfaction; Explaining and applying Company
policies and procedures, all government regulations as they relate to
customer billing and service matters. Entering and verifying, within
prescribed limits, data pertaining to the customer's amount to the Customer
Service System, and related systems. Coordinating and prioritizing the
scheduling of work relating to external Customer needs such as: special
requests, trouble calls, resumption of service, accepting applications for
gas and electric service, temporary electric service and other service
orders. Performing other similar or less skilled work including special
assignments.
6/2007 - 11/2008 INSOURCE CONTRACT SERVICE
Senior Supervisor: In charge in representing the company within the
services that were render to a particular account. Responsible to
coordinate, schedule, inspect, establish procedures, and enforced
regulations for the stacking and loading areas. Supervise two (2) leads
and seventeen (17) associates. Process payroll for all Insource
associates. Coordinate and resolve customer issues with Regional Manager.
10/96 - 6/2007: AMERICAN RED CROSS (SHARE SERVICE CENTER)
Assistant Buyer with the American Red Cross at the Share Services Center.
Seven (7) years of experience as an assistant buyer and over 20 years of
experience in supervisory functions. Bilingual (English/Spanish)
Job Summary: Receive and process user requirements and prepare purchase
orders for purchase of goods and services. May be responsible for the
preparation, solicitation and review of proposals and award of routine
standard contracts. Assist in expedient and efficient administration of
all purchase orders. Have work with different commodities such as Computer
Leasing, Computer purchases, furniture leasing and furniture purchases,
reagents, GSD, Medical products and others, in the 7 years experience.
AMERICAN RED CROSS (PR REGION, Puerto Rico)
Warehouse Supervisor, Administrative Service Department: Procures and
maintains a continuous supply of materials, services, supplies, and
equipment as per specification to support company operations. Coordinates
the delivery, return or credit of material services or equipment not within
specifications or negotiation agreements and coordinates the activities of
workers receiving, storing and issuing purchased items. Analyzes and
presents quotations and recommendations for purchase as required.
1/93 to 10/96 - HYATT REGENCY CERROMAR/DORADO BEACH HOTELS, Dorado Puerto
Rico.
Customer service/Credit Card Manager, Accounting Division.
Coordinate with other hotel staff member's guest complaints, credits and
guest misunderstanding with hotel bills. Issue credits to credit cards
when appropriate to satisfied customer demands. Also, supervise guest
Major Credit Card complaints and the Major Credit Card Charge Backs for
both hotels.
2/92 to 12/92: DEPARTMENT OF TRANSPORTATION AND PUBLIC WORK, Old Naval
Base, Miramar, Puerto Rico
Acting Chief, Technical Services Division. Arrange, coordinate and
supervise all aspects of the Technical Services Division functions.
Participate in Annual Budget preparation and Annual Reports, Study,
evaluate and revise statistical reports. Recommends new procedures and
revise actual reports from Regional Offices. Design and revise forms for
the Department of Transportation and Public Work. Revise and evaluate
regulations and procedures in accordance with Law Num. 141. Establish and
participate in Regional Office functions and procedures. Revise Driver
License Exams. Recommends the purchase for computer equipment and
materials to be bought by the Department. Recommend a better space
distribution for the Regional Offices. Prepared all correspondence for all
aspects of the Technical Services Division.
2/91 - 2/92: HABIBE COMPUTER CORP. 1603 Ponce de Leon St., El Cerezal, Rio
Piedras, Puerto Rico.
Government Account Manager/Purchasing Manager. Purchase computers and
other computer products from suppliers in the United States. As Government
Acct. Manager, sale, quotes and participate in Government Bids for computer
products. Software and computer knowledge very high.
9/90 - 2/91: PUERTO RICO TELECOM, Metro Office Park, Wang Building,
Guaynabo, PR.
Long Distance Operator handling domestic and international calls, providing
assistance in a courteous and professional manner utilizing state of the
art computer system. Call detail credit functions, rate information
processed to customers.
6/89 - 9-90: GALARZA & MORA CPA CORP. Munoz Rivera Ave. Puerto Rico
Account Manager and accounting clerk. Perform all accounting cycles,
including Audits to corporations with recommendations on how to improve
their accounting transactions.
12/85 - 1/90: U.S. AIR FORCE - SAN JUAN MILITARY ENTRANCE PROCESSING
STATION, Ft Buchanan, San Juan, Puerto Rico
Responsible for processing military personnel. System Administrator for
Zenith 248 Computers. Trained new personnel. Computer knowledge of
Multiplan, Enable, Wordstar, WordPerfect, DbaseIV, Lotus 123, SuperCalc IV
and V, Harvard Graphics software programs and others. Recipient of the
Defense Meritorious Service Medal for Outstanding Support to the Defense
Intelligence Agency.
EDUCATION
Central Texas College, University of Maryland, Catholic University.
Studying toward Bachelor Degree in Business Administration, Majoring in
Accounting.
REFERENCES
Available Upon Request.
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