Customer Service Manager
Resume:
Tricia M. Sanchez
Sinajana, Guam 96910
Cell 671-***-**** Home 671-***-**** email: ******.*******@*******.***
Objective: To be a part of a professional growing company that provides room for growth and
stability.
Work Experiences:
November 16, 2010 Present Alutiiq –Bennet Bamba (Guam Asst. Site Manager)
(Assigned to NAVFAC Marianas, Nimitz Hill) (Contract Position)
Title: Program Analyst IV Reporting under the Capital Improvements Construction
Supervisor Maria Garcia, PE
Duties involved maintaining schedules for the Fiscal Year, provide oversight on the training
needs of the nearly 90 personnel of the CI5 staffing of Engineers and Engineering interns.
Coordinate training for staffing on island to include scheduling and logistics.
Provide periodic reminders to staffing of upcoming trainings and update training matrix for
all staff accordingly.
Act as a liason with all Capital Improvements Engineering interns, maintain their rotation
schedules, assist in preparations and briefs to the leadership, to include attending meetings
with supervisors and staff.
Under the supervision of the Product Line Supervisor for the Construction and the Product
Line Supervisor for Business Management with tasks to include reports with regards to
staffing and training.
Assist with Correspondence preparations directed by product line supervisor engineers for
information to be issued to all Engineering staffing via email or phone calls etc.
September 6, 2010 November 12, 2010 Royal Orchid Guam Hotel
Title: Administrative Assistant to the Vice President (Vice President Chialin Su)
Under the direction of the Vice President of the Royal Orchid Guam Hotel.
Duties involved attending meetings with the VP, taking minutes and providing information
to all Department Heads when applicable.
Responsible for scheduling appointments, meetings and follow ups for the Vice President to
include business travels, meetings and business related operational standard operating
procedures to respective departments to include properties handled by the Hotel owners.
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Responsible for assisting with purchasing criteria’s and Engineering job orders for the hotel
to include follow ups and approvals for respective departments.
Assisted with operational guidelines and daily operations with the Food and Beverage
Department under the direction of the VP with duties to include cash handling, inventory
purchases, staffing and operational standards as well as reports of sales and marketing.
Assisted with application reviews and interviews for staffing for administrative assistant as
well as Food and Beverage personnel.
Assisted with creating forms and standard operating procedures for respective departments
for operational guidelines.
Assisted Vice President with accounting status to include attending accounting meeting and
trainings in an effort to assist with coming up with a more efficient accounting department.
March 2010 to August 2010 Guam Census ( Temporary Position)
Title: Partnership Media Clerk (Manager, Yolanda Elliott)
Duties involved Partnership Media related business such as scheduling meetings, follow ups
and correspondence as well as preparing documentation and gift packs for Partners such as
Government agencies, Local Businesses, Faith Base groups to assist with helping make the
Census 2010 Program successful.
Did follow ups with Radio and TV Media with regards to Press conferences and interviews
for the Media Specialist.
Responsible for issuing all Census 2010 Uniforms to staff and maintaining inventory for all
promotional items.
Worked on Press Releases and follow ups for Media and recorded for Archives.
Worked on Certificates of Appreciation for all Team members for Census program.
Assigned as the Team Captain for the Relay for Life for the 2010 Census Team as part of
Support to Local communities. Project involved coordination for support with all Team
Members and Team participation for the annual relay for life event to include fundraising
efforts.
February –2009 September 2009 Market Wholesale Distributors Inc.
Title: Purchasing Manager (General Manager, Christine Baleto )
Managed a team of one, a Purchasing Assistant.
Duties involved, placing orders with suppliers for products to be sold by MWD.
Follow up with orders to include confirmations, shipping notices, costs and status.
Receiving of products to include filing of claims if necessary and inventory control.
Prepared costing and pricing of products for the company.
Worked with Product sales analysis for all inventory sold.
Resourced new and potential products for inventory and sales.
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Prepared and worked with Product Costing reports with the General Manager.
February 2008 February 2009
Guam Cell Communications now Docomo Pacific Inc.
Title: Retail Store Manager, Customer Care Manager (Vice President of Sales, Edward
Camacho)
Managed and maintained GuamCell Communications Tamuning and Agana Shopping
Center Retail stores with emphasis in promoting Retail Sales and quality customer service.
Managed a team of eighteen Customer Service Representatives.
In an effort to provide a team of qualified representatives. I assisted with reviewing and
screening applications and interviews for all new hires of Customer Service and Customer
Care representatives to be hired.
Followed up with Personnel actions to include quarterly and yearly evaluations of team
members and meeting with Human Resources for recommendations.
Responsible to lead and guide team members to carry out all company SOPS, promotions,
and company mission to provide Total Customer Satisfaction.
Prepared training manuals and training outlines and train all new team members for
Customer Service positions upon hiring to include trainings on all communications
services provided by company.
Performed a wide range of difficult to complex administrative duties, coordinates and
directs customer service operations and personnel to ensure efficient and profitable
company operations and products/services objectives, perform other related duties as
required.
Managed the Call Center with a team of fourteen Representatives.
Prepared all SOPS for the Call Center as tools to guide team member’s function.
Lead the Call Center team in providing quality customer service via telephone for both
GuamCell and SaipanCell customers to assist in all inquiries such as billing inquires,
Trouble shooting of any service inquiries, providing promotional information in an effort to
bring in potential customers. Focus on maintaining churn in an effort to retain existing
customers.
Trouble shoots all system problems with services, products to the Engineering Department.
Work closely with the Engineering Department, Information Technology Department,
Accounts Receivables, Customer Service, Corporate Sales Support Department and the
Marketing Department.
Lead a team of Internet Support Analyst to provide Internet support inquiries to existing
customers and potential customers.
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Strategize maintain and tally all feedback in an effort to improve services.
March 2007 February 2008, Market Wholesale Distributors Inc.
Title: Accounts Receivable Collections, Purchasing Assistant(General Manager, Christine
Baleto)
Duties involved Cashier Collections of all sales and Accounts Receivable Transactions
Posting all payment transactions.
Collection efforts for all Accounts Receivable Transactions to include placing calls to
customers, research and answering incoming accounts receivable inquiries with efforts to
maintain the company's receivables and sales payments.
Assisting the Controller and Accounting Manager with any accounting related functions
such as the company bank balancing,
handling of company petty cash assisting with Accounts payables with regards to
maintaining releasing of all purchase orders for vendors to include any check payments and
wire transfers for payments.
Answered Customer service phones and sales inquiries, taking orders and processing
invoicing for sales.
Worked with the General Manager with regards to any Accounts Receivable related
projects.
Purchasing Assistant duties included maintaining of Product Sales Analysis for all goods
sold for company.
Preparing purchase orders and invoices for suppliers for goods to purchase to include
booking deliveries via Air shipment and ocean shipment.
January 2006 January 2007 Pulse Mobile/GTA
Title: Retail Store Manager Mpulse Store (Director Cora Yanger)
Duties involved managing the Mpulse Retail Store in the Agana Shopping Center location
for GTA with emphasis in promoting Retail Sales and quality customer service. Promoting
Landline, wireless, long distance and internet services.
Duties involved managing a team of nine Customer Service Representatives.
Responsible to lead and guide team members to carry out all company SOPS, promotions,
and company mission to provide Total Customer Satisfaction.
Under general direction, perform a wide range of difficult to complex administrative duties,
coordinates and directs customer service operations and personnel to ensure efficient and
profitable company operations and products/services objectives, perform other related
duties as required.
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July 1995 to December 2005 GuamCell Communications (Promoted to different positions
within the company)
June 2004 December 2005
Title: Customer Service Store Manager (Director: Gerri Fejeran, Maria Leon Guerrero)
(Retail Operations Manager Cora Yanger)
Manage and maintain GuamCell Communications Tamuning/Kmart and GPO/Agana
Shopping Center stores with emphasis in promoting Retail Sales and quality customer
service.
Manage a team of eighteen Customer Service Representatives.
Responsible to lead and guide team members to carry out all company SOPS, promotions,
and company mission to provide Total Customer Satisfaction.
Prepare training manuals and training outlines and train all new team members for
Customer Service positions upon hiring to include trainings on all communications
services provided by company.
Under general direction, perform a wide range of difficult to complex administrative duties,
coordinates and directs customer service operations and personnel to ensure efficient and
profitable company operations and products/services objectives, perform other related
duties as required.
April 2001 June 2004
Title: Customer Care/Relations Manager (Director: Gerri Fejeran)
Manage the Call Center with a team of fourteen Representatives.
Prepared all SOPS for the Call Center as tools to guide team member’s function.
Lead the Call Center team in providing quality customer service via telephone for both
GuamCell and SaipanCell customers to assist in all inquiries such as billing inquires,
Trouble shooting of any service inquiries, providing promotional information in an effort to
bring in potential customers. Focus on maintaining churn in an effort to retain existing
customers.
Trouble shoots all system problems with services, products to the Engineering Department.
Work closely with the Engineering Department, Information Technology Department,
Accounts Receivables, Customer Service, Corporate Sales Support Deparment and the
Marketing Department.
Led a team of Internet Support Analyst to provide Internet support inquiries to existing
customers and potential customers.
Strategize maintain and tally all feedback in an effort to improve services.
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November 2000 April 2001
Title: Customer Relations Supervisor (Director: Denise Zuroske)
Managed a team of four Customer Relations Analysts.
Led the team in strategizing in all efforts to retain existing customers.
Duties involved calling all active customers to problem solve and remind of payments to
assist with accounts receivables.
July 1999 November 2000
Title: Senior Accounts Receivable Analyst (Manager: Rio Calugay)
Lead Accounts Receivable Analyst assisting the Accounts Receivable Manager with goals
to reduce the Accounts Receivables for GuamCell/SaipanCell Communications.
Trained new team members with duties involving the Accounts Receivable department.
Assigned AR Analyst for all collection efforts for all Local and Federal Governments,
Renewals for contracts for new fiscal years.
July 1995 July 1999
Title: Accounts Receivable Analyst (Manager: Gerri Fejeran, Rio Calugay)
Assigned as an Accounts receivable analyst to assist with bringing down the accounts
receivable for both GuamCell and SaipanCell Communications.
Duties involved focusing on all collection efforts to include calling both active and inactive
customers from high dollar down with emphasis to bring down receivables.
Escalating any exhausted accounts to be processed for Small Claims, with duties involving
preparing all necessary court documents.
Representing the company in small claims in an effort to take all collection measures to
reach goal.
February 1994 June 1995 AAA Cellular
Title: Executive Assistant (Manager: Albert Wu)
Duties involved assisting the General Manager with duties to include Accounts
Receivables, Purchasing, Administrative duties, Retail Sales and Personnel which included
screening applications and interviews for new hires.
February 1993 December 1993 Sakura Jet Ski
Title: Executive Assistant (Manager: Sabaru Miwa)
Duties involved all functions of the main store and office functions to include
Accounts Receivables, Payables, Payroll, Purchasing, Inventory and Retail Sales.
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August 1991 February 1993 Guam Dry Cleaners/International Linen Supply
Title: Payroll Clerk, Receptionist (Supervisor: Angela Quenga)
As a receptionist duties involved answering phones, assisting the General Manager with
any errands, correspondences and general assistance of the office. Assisting the Accounts
receivables department with correspondence for all AR related statements.
As a payroll clerk duties involved maintaining and managing all hourly payroll time for
three companies to include Guam Dry Cleaners, International Linen Supply, and Marianas
cleaners on a biweekly basis. Processing all payrolls checks and followed up on signatures
to be routed to respective Department Managers.
Establish production reports for all factory employees to report the total number of
production to the General Manager.
Education:
Elementary Agana Heights Elementary School, Agana Heights Guam
Middle School Agueda Johnston Middle School, Ordot Guam
High School George Washington High School, Mangilao Guam
Basic Academic courses
Typing I
Japanese I & II
Senior Class Senator, Student Body Association
Member in the Future Business Leaders of America
Member of the National Honor Society
High School Diploma George Washington High 1991
Special Trainings:
WCI training courses while employed with GuamCell Communications
Managing Employee Performance
Outrageous Service
Strategies of the World’s Best Managers
Telephones Done Right
Dealing with Conflict/Communicating with your Manager
Assigning Tasks Effectively/Developing Performance Standards
Superior Performance Appraisal
Fundamental Skills of Communicating
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Fundamental Skills of Managing
Communicating Effectively in Teams
Coaching Job skills/Resolving Conflicts
Effective Discipline/Dealing with Complaints
Dazzling Customer Retention
Special skills:
Microsoft Word Mas90 Accounting system
Microsoft Excel Aris Envision system
Microsoft outlook Type 45 words per minute
Captivaor( E Cam windows)
MMS POS Systems
ICMS AS400
Sage Accpac
Recognition:
Employee of the Quarter with GuamCell Communications 1998.
Employee of the Quarter for two quarters Guam Dry Cleaners 1992.
Team Captain for Relay for Life while employed with GuamCell Communications
Team Captain for Relay for Life while employed with Guam Census 2010
References:
Gerri Fejeran
Docomo Pacific Accounts Receivable Manager
Janet Burgos
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Market Wholesale & Distributors Inc. Human Resources Manager
Maria Garcia PE
NAVFAC Marianas Product Line Coordinator, CI5 Supervisor
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