Customer Service Sales

Minette Juline Zapanta

***** **** *****. ******, ** 78753. *******.******@*****.***. 512-***-****

Education: Bachelor of Arts. York University, Toronto, Ontario, Canada

Staffing Supervisor

HCA Healthcare, All About Staffing January 2008-July 2010

. Managed Staffing Coordinators in call center based on established

routines to ensure employee and customer satisfaction.

. Analyze needs and communicates open shifts to Staffing Coordinators

and local vendors to fill supplemental staffing needs.

. Reconciles Staffers timecard by 10 am weekly and approves timecards by

payroll cut-off for payroll and/or invoice processing. Makes necessary

corrections.

. Responsible for all staffing reports including weekly staffing report,

and additional reports as needed.

. Manage and complete special projects as assigned.

. Selects, hires, interviews, schedules and develops personnel to ensure

the efficient operation of the staffing function.

Process Improvement Supervisor

Education Finance Partners April 2007- August 2007

. Maintains knowledge of business processes through out company and

documents any updates, changes and communicates accordingly.

. Develop methods to increase customer satisfaction and monitor overall

improvements through Quality monitoring.

. Establish and sustain effective relationships will all employees for

suggestions on improving busing processes.

Customer Service Manager

Seiko Instruments USA Inc May 2004-October 2006

. Managed team of Customer Service, EDI, Samples, Returns and Warranty,

Disney Promotion, Call Center, and Web orders with multiple lines of

brands and sales programs.

. Manage call center daily performance, while ensuring high levels of

goal attainment and quality of service.

. Managed Brand Licensor's expectations for the several brands.

. Monitored account sales and monthly expectations.

. Collaborate with Hong Kong Factories, Distribution Center, Sales,

Product Development and Marketing to fulfill daily orders.

. Respond to and resolve escalated customer/client issues before it

negatively impacts the on-going customer relationship.

Correspondence, Customer Service Department

Dell Financial Services August 2002-May 2004

. Responded to Attorney General (AG) disputes and assisted the legal

team in resolving AG disputes.

. Effectively resolves highly escalated customer concerns via e-mail,

mail and via phone.

. Acts as a liaison between the customers, Sales, Dell Technical

Support, Collections and Dell Financial Services to resolve status on

production, delivery and billing status.

Systems Support Analyst, EDI Division

BCE Emergis January 1998-August 2001

. Troubleshoot B2B claims on a call center environment and adhere to

goal metrics and expectations.

. Provided escalated system support for Pharmacy's processing EDI claims

for customers.

. Recognized as Most Valuable Employee.

Department Head, Retail/Merchandise

Centerville Toronto Island August 1993- January 1998

. Provides ongoing training to team to ensure highest level of quality

customer service.

. Provides monthly updates and store activities on Management.

. Handles escalated customer issues on a daily basis, providing

excellent customer service and customer satisfaction.

. Conducts Performance reviews and coaching sessions for team.

Skills: Wordpress, Internet, Excel, Access, Outlook, PowerPoint, Visio, MS

Project, BCA AS400, E-Oscar, DOMS, RAMS, Fiserv, DellServe, Sharepoint,

SAP, Facility Scheduler, StaffRx, StaffPm.

References Available Upon Request

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