Customer Service Sales

P.O. Box ****, San Dimas,

CA ******

AURELIA FIERROS 909-***-**** ~ ***********@***.***

QUALIFICATIONS

Call Center expertise Internal Communications Specialist

Telecom product's subject matter Spanish/English -English/Spanish

expert translation expert

Trainer Specialist (bilingual Administrative/Executive Assistant

Eng/Span) experience

Excellent verbal communications skills

Train-the-Trainer Certificate by Excellent writing skills

the ASTD MS Word, Excel, Power Point, Visio, Front

TSCP Applications, Arbor/Kenan, Page

OMS, WOMS, Toolbar & WISE Quick study

Excellent time management Work ethics and integrity

Work well under pressure Professional etiquette

Creative and productive Team player

EXPERIENCE

03/05 - 12/08 Telscape Communications,

Inc Monrovia, CA

09/07 - 12/08

Internal Communications /Trainer Specialist/Translator

. Bilingual Training Instructor/Specialist (for C.S. &

Sales)

. Responsible for gathering, composing and translating

materials to implement training modules

. Responsible for editing & updating materials for

training refreshers & workshops

. As an Internal Communications Specialist, responsible

for copy writing and distribution of bilingual news

bulletins & communication pieces regarding systems'

updates and enhancements, as well as of the release of

new product (wire-line, wireless & high speed internet)

and procedure compliance (for both C.S. & Sales call

center)

. In charge of modifications and updates for the company's

training portal

. Consistent English-Spanish/Spanish-English copy writing

and translations for the company's training portal, web

site, and voice automated system.

. Translation and proof reading for marketing pamphlets,

promotional flyers and other product advertising prints

also incorporated to training materials

. Consistent English-Spanish/Spanish-English translations

for the company's announcements, and HR documents

05/07 - 09/07 Telscape Communications,

Inc Monrovia, CA

Recruiter

. Recruited Executive/Management level candidates for

areas such as: Financial Analysis, Wireless/Wire-line

Product Development, Revenue Assurance, Human Resources,

Channel Development, Sales & Marketing.

. Recruited Non-Management & Entry Level candidates for

areas such as: IT, Customer Service call center,

Telesales call center, Administrative.

05/06 - 05/07 Telscape Communications,

Inc Monrovia, CA

Exec/Admin Assistant - support for the executive team

3/05 - 05/06 Telscape

Communications, Inc Monrovia, CA

Call Center - Bilingual Customer Service Representative for

Billing / Collections / Change Orders / Repair

. Provided "first call resolution" to customers' inquiries

related to issues varying from the explanation of

charges and surcharges, to scheduling a move order or

taking a credit card payment, as well as providing first

tier repair service; just to mention a few.

. Enforced all call center rules as hold policy, tone of

voice, "mirroring" (empathize), consultative up-selling,

accurate system notation, etc.

02/04 - 03/05 Source One Staffing

Irwindale, CA

Admin/Receptionist

. Performed on- call Administrative Assistant/Clerical

assignments for diverse companies in a temporary basis.

10/03-02/04 The Press

Enterprise-La Prensa San Bernardino, CA

Translator/Editorial Assistant - Special Assignment Reports

EDUCATION

. 2007 ASTD

Los Angeles,

CA

Certificate

Train-the-Trainer

Certificate

. 1985/1990 University of Sonora

Hermosillo, Mexico

Bachelor's Degree

B.S. in Communication Sciences

Contact this candidate