Manager Customer Service
Resume:
Delia Montoro
Gaithersburg, MD 20886
Telephone: 240-***-****
E-mail: ************@*******.***
Objective: To obtain a challenging position that will allow me to utilize my skills, education
and experience to contribute to the organization’s overall success and growth, achieving
excellent customer service and building lasting client relationships.
EDUCATION:
BA Accounting - Ricardo Palma University, Lima – Peru
WORK EXPERIENCE:
INTER-AMERICAN DEVELOPMENT BANK
September 2010 – February 2011
Consultant (Office Assistant) – Country Department Andean Group
• Provide administrative and technical support to the General Manager of the
Department in coordinating daily calendar, drafting memos and correspondence,
organizing and coordinating internal meetings. Review documents to ensure quality of
final product and accurate application of relevant guidelines.
• Screens telephones calls and electronic messages.
• Serve as a liaison between the Manager and the Country Offices personnel.
• Review documents for Manager’s approval.
• Prepare and process Travel Authorizations and Statement of Expenses.
• Perform other administrative duties assigned by the Manager.
August 2009 – February 2010
Consultant (Office Assistant) – Office of Strategic Planning and Development Effectiveness
- Strategy Monitoring Division
• Achieved excellent ratings due to ability in producing quality strategic documents
that are key to Bank’s future and positive interaction with all clients.
• Assumed full responsibility for providing quality control and identifying
inconsistencies in text, paying careful attention to details.
• Provided information on the status of documents in response to inquiries.
• Prepared and organized Division Chief’s Calendar and documentation needed for
meetings and conferences
• Kept close connection with Translations Division and Secretariat Department to
make sure documents were distributed on schedule.
• Prepared and processed Travel Authorizations and Statement of Expenses, which
involved a lot of follow-up to avoid extra charges to the Bank’s budget.
June 2000 – July 2009
Consultant (Office Assistant) - SCL/SCL – Social Sector
VPS – Vice-Presidency for Sectors and Knowledge
SDS/ENV – Environmental and Social Safeguards Unit
RE3/RE3/Research Department / Executive Direction Peru/Colombia – Mexico/Dominican
Republic
• Assisted the Manager, Chief Advisor and staff from the Front Office on a daily basis.
• Prepared and confirmed appointments of Division Chief’s calendar, and documentation
concerning meetings or conferences.
• Maintained correspondence using Correspondence System (SISCOR), which included
registration, assignment and recommendation of correspondence.
• Provided administrative support for the Office of the Vice-President for Sectors and
Knowledge (VPS).
• Support to the Contract and Budget Officer.
• Maintained files and records. Prepared and processed administrative forms.
• Reviewed communications and documentation submitted to the supervisor for approval
ensuring accuracy and completeness. As requested, reviewed and corrected documents
produced by supervisor and/or division staff.
• Collected and organized documentation regarding the different executive committees for
the Vice President’s Agenda
• Coordinated meetings and conference invitations with the Office of the Secretary of the
Bank and assigned follow- up actions to different VPS Departments.
• Gathered, entered, reviewed and organized information and documentation for meetings,
presentations, for the development of studies and reports or for the preparation of the
division’s budget.
• Used word and data processing software to produce a variety of documents.
• Reviewed documents submitted for officers’ approval, ensuring accuracy and
completeness, and compliance with guidelines.
• Maintained chronological files.
• Searched the Internet for documentations requested by the department.
EMBASSY OF NICARAGUA, WASHINGTON, D.C.
July 2001 – July 2002
Secretary
• Prepared and organized Ambassador’s calendar
• Typed letters, memos and transmitted faxes. Maintained chronological files.
• Prepared meetings with other Ambassadors.
• Prepared and sent documentation to the White House.
• Prepared Petty Cash of the Embassy.
• Assisted other staff during the Ambassador’s absences.
AMERICAN EMBASSY, LIMA, PERU
August 1990 – April 2000
Accounts Payable Specialist
• Processed all payments to be made by the American Embassy in Lima, including all
cashier and non-cashier vouchers for all agencies using a Local Area used Network
Serviced Post Financial Management System (LAN-SPFMS).
• Implementation and maintenance of the Electronic Fund Transfer (EFT) System, used to
speed up the process of American employees and outside vendors payments through
direct deposit made to each employee.
• Performed payroll liaison for all of the American and Foreign Service National
employees working for all agencies at the time in a total number of 150 employees and
300 FSN employees within the Embassy.
• Reviewed and submitted in a biweekly basis the Time & Attendance Reports.
• Prepared a wide variety of voucher payments for services received by the U.S. Embassy
regarding American officers and to other outside vendors, including (1) official
Ambassador/DCM Residences reimbursements payments; (2) transportation vouchers
for shipments and customs payments made for the household effects and airfreight for all
US Embassy employees; and (3) air transportation tickets of all travelers.
• Maintained accounting books for all outstanding accounts receivable records generated
from transactions, i.e., unused tickets, medical insurance claims, personal telephone calls,
travel advances.
LANGUAGES AND SPECIAL SKILLS:
Spanish (native)/English (proficient). Proficient with Microsoft Office Applications, Microsoft
Word, Outlook, Power Point, Microsoft Excel, Microsoft Word, IDBDocs basic and advanced,
Outlook Tips and Tricks Workshop, etc.
References available upon request
Contact this candidate