Customer Service Manager

Monique Cervera

**** *********** ******, ***** *** Vegas, NV 89301 860-***-****

abhtwf@r.postjobfree.com

Objective:

To obtain a position that will challenge me and allow me to reach my full

potential. I am a results driven and enthusiastic professional successfully

developing and optimizing business efficiency.

Skills:

. Innovation; research and apply new technologies and methods to improve

service

. Management; coordinate professionals to deliver integrated, high

quality projects

. Client relations; maintain focus on client needs and expectations,

follow-up to ensure satisfaction and improve products and

services

. Proven track record in identifying problems and providing innovative

solutions

. Has capacity to direct a team of professionals to meet or exceed

project goals

. Effective written and verbal skills

. Excellent interpersonal skills, able to communicate and collaborate

effectively with co-workers at all levels

. Self-motivated and able to work independently or in a team

. Skilled in activity planning, task management and follow through

. Ability to work well under pressure

Experience:

September 2010-Present; Aerotek; Meriden, CT

Mortgage Loan Closer

. Attended extensive mortgage loan processing training course

. Verified the accuracy and consistency of specifications on documents,

such as title abstract and insurance forms

. Entered numbers and calculated loan interest and principal payment,

along with closing fees using the Eclipse system in coordination with

BlitzDocs

. Prepared, reviewed and approved HUD-1 Settlement Statement to ensure

compliance with RESPA

. Perform office duties utilizing Microsoft Word and Excel

March 2010-September 2010; ProCourier, Inc.; West Hartford, CT

Customer Service Representative / Operations Supervisor

. Supervise and dispatch drivers across CT, MA and NY to various

locations in several states and Canada

. Implemented training for new employees increasing productivity and

efficiency while eliminating waste

. Manage client accounts for new and existing deliveries, including

proper invoicing

. Perform office duties utilizing Microsoft Word and Excel

. Fast paced environment where situations constantly change and the

demand for professionalism is high

. Reviewed and revised company SOPs to optimize efficiency

November 2009- March 2010; Macy's; Farmington, CT

Sales Associate

. Sell women's shoes with the expectation of up-selling

. Maintain full accountability of the cash drawer

. Manage phone orders for in-house and shipped items

. Maintain knowledge of hundreds of shoe styles, designers and comfort

levels

March 2009-October 2009; SpeakEasy Cigar and Martini Bar; Fayetteville, NC

Bartender

. Conducted research to build an extensive knowledge of upscale scotch

and cigars

. Commended for maintaining an exemplary level of professionalism in

customer service

. Responsible for handling cash and credit card exchanges

. Fast-paced environment managing the bar, tables and multiple servers

in a rapid and exact manor

October 2007-March 2009; Skip's Restaurant and Pub; Fayetteville, NC

Bartender

. Maintained an exemplary level of professionalism and customer service

. Responsible for full accountability of the cash drawer

. Tracked food and drink orders

. Extensive knowledge of food and drink recipes

July 2003-October 2007; Carolina Hospitality; Fayetteville, NC

Bartender

. Customer Service

. Knowledge of hundreds of mixed drinks

. Day-time and night-time procedures

. Balancing cash drawer

October 2006-October 2007; The Dog House Bar and Grill; Fayetteville, NC

Assistant Manager/Bartender

. Supervised a full staff of restaurant employees

. Created and tracked purchase orders (i.e. Beer, liquor, food, and

other companies)

. Maintained a high level of professionalism

. Performed all bar-tending duties

May 2005-February 2006; Cumberland Trace Apartment Homes; Fayetteville, NC

Leasing Agent

. Researched and followed-up on Telephone, internet, and face-to-face

leads

. Responsible for showing available apartments to prospective tenants

. Performed data entry for all types of leases (i.e. new, renewals, and

military lease addendum's)

. Customer Service

January 2002-March 2003; Phoenix Moulding Connection and Design; Cape

Coral, FL

Office Manager/Sales

. Maintained a detailed knowledge base of hundreds of molding profiles

. Created and tracked purchase and sales orders

. Ensured a high level of professionalism and customer service from the

staff

. Responsible for the maintenance of accounts payable and receivable

February 2001-March 2003; JetStream Finance; Naples, FL

Head Loan Processor

. Reviewed rate sheets on a daily basis to ensure clients received

lowest rate

. Ordered titles, appraisals, termite inspections, homeowners insurance,

and flood insurance

. Made every effort to achieve a thirty day closing date on loans

(Refinance, first time home buyers, fixed and arms)

. Kept in daily contact with all clients to ensure they knew they were

more than just a loan

Education:

January 2007 to May 2007

Fayetteville Technical Community College Fayetteville, NC

. Civil Engineering

Interests:

I am interested in interacting with people, exercising, and driving myself

to achieve new goals.

References:

References are available on request.

Contact this candidate