Customer Service Manager
Resume:
Ivan Diaz
Wappingers Falls, New York 12590
********@*******.***
Experienced Customer Service professional with extensive experience in customer
relationships, administrative procedures, management, and supervision. Proven ability to
meet or exceed objectives through goal setting, planning, organizing, and attention to
customer issues. Strong written/oral communication skills. Self motivated, independent
worker able to work in high volume, fast-paced environment. Bilingual - Spanish
PROFESSIONAL EXPERIENCE
VERIZON BUSINESS, Rye Brook, New York 2008 – 2009
International Service Coordinator
Responsible for tracking an average of 200 orders per month for the prompt installation
and activation of international data circuits.
• Successfully improved customer requested due dates by 12% regarding delivery
of circuits to customer locations. Improved On-Time Performance by 8%
regarding actual activation of circuits thus reducing customer complaints and
improving customer satisfaction and retention.
• Tracked orders in a timely manner working with internal and external groups.
• Reported issues to internal and external groups. Escalated issues to management
as required.
• Negotiated with internal and external groups to adjust milestone dates as
necessary. Identified problems and systematically initiated troubleshooting
procedures to arrive at satisfactory resolutions.
VERIZON BUSINESS, Rye Brook, New York 2004 – 2008
Implementation Manager
Responsible for tracking an average of 200 domestic orders to ensure prompt delivery,
installation, and activation of High Band Width circuits.
• Tracked orders on a daily basis, creatively resolving issues arising within the
installation process. Worked with internal and external groups to ensure on time
performance and customer satisfaction
• Reported milestones to Director of Customer Service on a monthly basis.
• Recognized for achievement in Asset Management. Saved company in excess of
$1M with recovery of company owned equipment from customers. Reported
recovered inventory in SAP system.
Ivan Diaz Page Two
VERIZON BUSINESS, New York, New York 1995 – 2004
Order Entry Representative
Responsible for data entry of over 500 orders on a monthly basis into company systems.
• Achieved 100% accuracy on orders entered thereby preventing order delays in
the installation process.
• Successfully attained 100% of corporate milestones within the order entry
process. .
• Trained fellow employees on new products and order entry system enhancements.
• Planned and organized daily, weekly and monthly overall operation to achieve
goals.
• Recognized for achievement in collection of $2.5M in past due receivable from
government contracts.
EDUCATION
CITY COLLEGE OF NEW YORK, NEW YORK, NY
Liberal Arts
No Degree
Bilingual – SPANISH
AWARDS
AMBASSADOR’S CLUB
PINNACLE OF EXCELLENCE
TECHNICAL SKILLS
Windows XP, Excel, Word, Windows 95, SAP
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