Customer Service Manager
Resume:
E v a Y. H e r n a n d e z
M o n t g o m e r y, A l a b a m a 3 6 1 1 6
***********@**.***
OBJECTIVE:
To obtain a position that will enable me to use my strong organizational skills, educational
background, computer knowledge and ability to work well with people.
EXPERIENCE:
C i t y S k i e s, I n c . M o n t g o m e r y, A l a b a m a
June 2010-March 2011
Office Manager/Administrative Assistant
Supervisory Responsibilities:
• Regulates clerical and secretarial functions. Delegates responsibilities among staff and
ensures that no staff member is overloaded with work and or reshuffles the
responsibilities of the various staff members.
• Assisting owner to determine the salaries and the working conditions of the employees in
the office. Evaluate and manage the performance of each employee to help management
in promotion of each employee.
Recruitment and Training:
• When there is a need for more staff, as office manager I assisted in the selection and
recruitment procedure of the new candidates.
• Once hired I trained and orient the new employees about the office policies, procedures
and equipment.
• As office manager I advise training programs for the employees and makes arrangements
for such sessions to be conducted.
Maintain Office Records:
• As office manager I designs filing systems and ensure that these systems are up to date.
E v a Y. H e r n a n d e z
5766 Carriage Barn Lane
M o n t g o m e r y, A l a b a m a 3 6 1 1 6
***********@**.***
• I ensured that personnel files are up to date and secure, and that transfer and disposal of
records as per the retention schedules and policies are carried out effectively.
Role with the Senior Management:
• As office manager I conducted meetings with the senior management to review
performance of the company and the staff.
• Delivered reports and presentations regarding the work related to the office to the senior
management.
• I am involved in the meetings that the management conducts about the organization's
policies and the steps that it plans to take for its strategic development.
Other Responsibilities
• Ensuring that there is adequate supply of stationery and equipment.
• Updating health safety policies and ensuring that they are being adhered to.
• Handling customer complaints and inquiries.
• Resolve disputes in the office.
Administrative Assistant Responsibilities:
• Provide administrative/secretarial support for the department/division such as answering
telephones, assisting visitors, and resolving and referring a range of administrative problems and
inquiries.
• Handled all official company correspondence efficiently
Upgrade all office filing system
•
Type company documents and correspondence
•
Establish, maintain, and update files, databases, records, and other documents; develop
•
and maintain data, and perform routine analyses and calculations in the processing of data
for recurring internal reports.
Sort, review, screen and distribute incoming and outgoing mail; prepare, compose and
•
ensure timely responses to a variety of routine written inquiries.
Printing, maintenance, and other services.
•
C o l o n i a l B a n k / B B & T, M o n t g o m e r y, A l a b a m a
E v a Y. H e r n a n d e z
5766 Carriage Barn Lane
M o n t g o m e r y, A l a b a m a 3 6 1 1 6
***********@**.***
May 2004-May 2010
• Customer Call Center/Online Banking Agent
• Process excellent customer service skill with an emphasis in strong verbal
communication in both English and Spanish.
• Serves as the initial contact for customer issues with problem resolution including;
advanced knowledge of all bank policies and procedures.
• Place outgoing calls to clients about new products and services
• Place outgoing calls to clients who have issues with their accounts.
• Train bilingual agents
• Serve as translator to departments and branches within the United States and Venezuela
• The primary function is to assist customers with general banking, answering customer
calls, online banking, bill payment, responding to customer generated service request and
emails, processing association service spreadsheets for cancellations and technical
assistance with internet browsers and functions.
• Exceeded calls per day standard by 90% on a consistent basis.
• assist customers with internet banking issues
• Serve as tier one support for wire transfer confirmation, treasury management (Web Biz,
Wire Biz, and Express Deposit)
B a r g a i n C e n t e r, M o n t g o m e r y, A l a b a m a
August 2003-May 2004
• Head Cashier
• Assisted customer with finding items in store.
• Very good face to face customer service.
E v a Y. H e r n a n d e z
5766 Carriage Barn Lane
M o n t g o m e r y, A l a b a m a 3 6 1 1 6
***********@**.***
S e v e n B r i d g e s Te l e p h o n e C o m p a n y, M o n t g o m e r y, A l a b a m a
May 2003-August 2003
• Sales Representative
• Served as a front line sales representative for Seven Bridges to connect home telephone
service for customers.
• Provided new service for home telephone customer
• Provided technicians information on location of troubleshooting
KEY SKILLS:
• Bilingual (Fluent Spanish and English)
• Words per Minute 58
• Proficient in Microsoft Office Software Including:
• Word, Excel, PowerPoint, and Outlook.
• Courteous and professional manner face-to-face
• Excellent communication skills
• Knowledgeable with 2004 or higher Microsoft Money,
• Quicken and QuickBooks.
• Strong desire to succeed
E D U C AT I O N :
Jefferson Davis High School, Montgomery, Alabama
Years: 2001-2003
Graduation: May 2003
High School Diploma
E v a Y. H e r n a n d e z
5766 Carriage Barn Lane
M o n t g o m e r y, A l a b a m a 3 6 1 1 6
***********@**.***
Organizations:
Board Member
Montgomery Rescue Mission
17 Mildred Street
Montgomery, AL 36104
July 2009-Present
References:
Steve Warren: 334-***-****
Tressie Niblett: 334-***-****
Alicia Hacker : 334-***-****
Michelle Browder: 334-***-****
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