Manager Customer Service

Cesar A. Paredes

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

** ******* ****** 973-***-**** HOME

West Orange, NJ 07052 862-***-**** Cell

COMPLIANCE OPERATIONS

LOGISTICS

. Over 6 years of experience providing back-end services and logistics

management to clients in financial services and U.S. military.

. Strong communication, analytical, and computer skills, with an

interest in programming and computer science.

. Degree in Managerial Science. Bilingual in Spanish/English. Proficient

in C ++.

. PMP CERTIFIED 1406433

. ITIL Volume #3 CERTIFIED # 4282176.1030205

. MICROSOFT CERTIFIED TECHNICIAN SPECIALIST CERTIFIED#9399166 Windows 7

Configuration

PROFESSIONAL EXPERIENCE

Barnes and Noble INC, Livingston, NJ

8/08-Present

Customer Service/Supervisor

. First to conduct open/closing procedures and shift end procedures

(Sundays only);

. Ensure that customer are greeted and are being served at all times;

. Ensure all phone calls are answered in business-like manner, and

shipping orders are taking care before the end of night;

. Ensure all workers are aware of the daily goals and strive to surpass

the goals;

. Ensure that staff report to work on time, and well aware of their

assignments;

. Process merchandise returns and exchange, and issue receipts and

refunds.

. Answer customers' questions, and provide information on procedures and

policies.

Pony Auto Body and Repairs, Mineola, NY

5/08-Present

Administrator/Tech Support

. Assisted with Planning, and coordination of Hybrid network for ten

machines using Windows Server 2003, and ensure to established

policy and procedures;

. Independently performs system administration functions,

troubleshoot, peripherals and remote tools;

. Identifies deficiencies; communicates and coordinates improvement

and weakness to ownership.

AVTECH, Fairfield, NJ

4/2010-6/2010

Project Management Certification Class, PMI Proficient

PMP Certification 04/25/2011

CITIBANK NA, Florham Park and Paramus, NJ 4/06 - 05/08

Financial Operations Manager / Service Officer - Florham Park, NJ, 12/06 -

05/08

One of 12 employees responsible for launching and running operations for

banking branch with $3 MM in weekly deposits.

. Responsible for financial operations of branch and supervision.

. Supervised seven personal bankers and tellers.

. Achieved a score of 95 in semi-annual audit, leading to branch-wide

bonus.

Assistant Branch Manager, Paramus, NJ, 10/06 - 12/06

. Completed six month management training program, assuming

responsibility as Assistant Branch Manager for bank with $12MM in annual

deposits upon completion.

. Responsibilities included working as weekend service officer, assisting

customers and cross-selling bank products.

. Integral contributor to branch goal of achieving $6MM in annual sales

objectives via cross-selling, establishing accounts and advising

clientele.

Citicorp, NY, NY, 04/06 - 10/06

Project Management Administrator

. Two major projects: Client-Server billing and Customer care solution

. Produced project status reports, present periodic reports on current

project, future opportunities and client

. Strong Competence in Project Charter and Project life cycle

. Great ability to provide support in developing weekly reporting

. Projects Utilizing full project life cycle: Ms Project, Ms Excel, Ms

PowerPoint

. Check deadlines on incoming requests and put preliminary

LEHMAN BROTHERS BANK / AURORA LOAN SERVICES, Florham Park, NJ 11/03 - 1/06

Loan Setup Technician

Designed, developed and maintained worksheets and reports in Excel to

support brokers' reporting needs. Processed 12 - 15 new loans daily for

Northern New Jersey into computer systems. Monitored compliance issues,

rates, terms and loan programs.

. Recognized with Certificate Award for superior performance for 2

quarters. Contributed to client satisfaction by providing quality

service.

U.S. ARMY, Ft. Benning, GA 1/94 - 1/99

Logistics - Supply Manager, Unit Supply Sergeant

Managed and scheduled 12 personnel. In charge of budget, property/inventory

management, supply documentation and maintenance of automated system.

. Managed and scheduled 12 personnel. In charge of budget,

property/inventory management, supply documentation and maintenance of

automated system.

. Accomplished 100% of budget objectives, while meeting strict time lines,

requirements and reducing operational costs.

. Recognitions included The Army Achievement Medal (August and November

1998)

Certificate of Achievement Awards (February and May 1997)

BUSINESS DEVELOPMENT

WASHINGTON MUTUAL BANK, NJ 9/01 - 11/03

Senior Financial Representative / Sales, North Bergen

Generated and processed mortgages, refinances, home equity loans and lines

of credit for clients. Supervised and trained new employees. Cross-sold

bank products. Assisted in developing promotional materials. Identified

potential fraudulent activity to prevent losses. Managed branch for 6

months in the absence of a manager.

. Generated $1 MM in sales over 1 quarter, achieving regional award for

overall effort.

. Contributed to branches top 30% regional ranking for three

consecutive quarters.

EDUCATION AND SKILLS

NEW JERSEY INSTITUTE OF TECHNOLOGY, Newark, NJ 2001

B.S. in Managerial Science

An interdisciplinary program in the Life Sciences, Math, Computer Science

and Programming

Coursework included Advanced Calculus, C++, FORTRAN, and COBOL.

Honors: Dean's List, 2000.

NEW YORK UNIVERSITY SCHOOL OF CONTINUING AND PROFESSIONAL STUDIES 2006 -

2008

Completed six courses towards certificate program in Portfolio Management.

Completed course in Mac OS and Digital Media. Enrolled in Level One C++

(April 2000).

ITIL V3 Foundations, ITIL @APM GROUP

12/13/2011

Certification #4282176.1030205 Office of Government Commerce, London UK.

SKILLS: Advanced Proficiency with Microsoft Excel, Outlook, Access,

PowerPoint, Word. Advanced proficiency in Office 2003, skills on TCP IP,

IPSEC and windows 2003, Microsoft Project Professional 2007, Microsoft

Server 2008 R2 Server

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