Customer Service Manager

Tino A. Arreguin 773-***-****

**** *. ******** *** *********@*******.***

Chicago, IL, 60659

SUMMARY OF QUALIFICATIONS

Over seven years of experience in database administration and software

testing. I am looking to transition into a technical position where my

management experience can be utilized.

Technical Competencies Include

Languages: HTML, COBOL, Visual BASIC, SQL.

Databases: Lotus Notes, Access, ORACLE

Operating Systems: Microsoft NT, Vista and XP

Software: Microsoft Office, Visual Studio, Dreamweaver, Photoshop

Professional Experience

CCH INCORPORATED, Chicago, lL 1996 to 2004

Customer Service Database Administrator l2/01-l2/04

. Design and Develop databases.

. Gather requirements for development projects and documents.

. Conduct Beta and User testing.

. Develop online help and system documentation.

. Troubleshoot database functionality.

. Coordinate various user community needs.

. Communicate database functionality to Sales and other internal users.

. Monitor databases for timely processing and adherence to turnaround

expectation, and notify appropriate personnel of variances.

. Train Customer Service Representatives and Order Management

Technicians.

Software Tester - Electronic Product & Quality Assurance Department 08l98-

12/101

. Promoted to a more technical role at this publishing company with

responsibility for executing test scripts focusing on quality

assurance for monthly production cycle CD ROM, online and other

electronic products.

. Deliver reporting of test results in a timely and accurate manner.

. Participate in special projects, including regression testing and

automated testing.

. Assist analysts with updating and correcting link scripts and test

scripts for successful test execution.

. Utilize specific test engines to perform preliminary testing of CD, On-

Line and internet prior to production.

Customer Service Representative 9/96-8/98

. Fielded up to 50 telephone calls per day with direct involvement in

new account set up, order placement, billing follow-up and collection

activities.

. Interacted with various departments to resolve specific account

issues.

. Received positive feedback on customer service surveys and telephone

reviews.

WORK HISTORY

WALGREENS Co, Chicago, IL.

Executive Assistant Manager/Hiring Manager, 02/2008-Present

. Worked closely with store manager in daily operation.

. Greet customers, provide service, and resolve complaints to enhance

customer satisfaction.

. Monitored Key Performance Indicator Reports (KPI's) and addressed

problem areas in a timely manner.

. Plan staffing needs, manage applicants, make hiring recommendations

and train new employees.

. Conduct annual performance reviews with staff and assigned new goals.

. Analyze and managed inventory to maintain or reduce inventory budget.

. Analyze financial data and developed action plans to increase sale.

Assistant Manager, 12/2004-02/2008

. Responsible for store Opening and Closing procedures.

. Responsible for Cash Handling and Safe procedures.

. Completed assigned tasks in an accurate and time appropriate manner.

EDUCATION

DeVrv Institute of Technology. Chicago, IL

. Bachelor of Science in Computer Information Systems.

. Graduated October 2001. GPA:3.02/4.0

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