Customer Service Representative
Resume:
Dallas, Texas *****
Phone 214-***-****
Email: *********@*******.***
Jose Tcheuffa
Education:
BA 97 in Business Administration
BA 95 in Foreign Language Studies
Languages:
Fluent in English; German; Spanish; Portuguese, and French. Proficient in
technical interpretation and translation. Good localization skills.
Work experience:
IBM 2007 -2010
Order Management Specialist for Cisco products (Multilingual)
. Provided extensive inbound/outbound phone support in English,
Portuguese, Spanish and occasional French to Cisco internal and
external customers regarding order inquiries.
. Received both voice and electronic support cases.
. Responsible to navigate and master various tools and systems relative
to processing and understanding issues within the order cycle.
. Recorded incident related information using a variety of
tools/techniques/procedures and selected appropriate actions to
resolve problems while communicating solutions to customers.
. Utilized Cisco Internet Commerce and Cisco Order Management tools
related to customer on-line order placement and tracking .
. Provided technical support to customers for ordering and configuration
issues using Oracle B2B database.
. Extensive use of quotes and price deviation tools(DART) for pricing,
evaluations and costs of Cisco products.
McAfee, Inc. 2005-2007
Customer Support Tier III Latin America
. Responsible for assisting customers with McAfee product definitions;
purchases and refunds.
. Utilized Siebel/Max and Connect Care to track customers' accounts and
provide updates on service requests.
. Communicated by Emails and phone in connection to assisting consumers
and corporate customers in Spanish and Portuguese (in order to cover
whole Latin America).
. Responsible for communicating with all customers in Latin America as
needed by management. Occasional translation of customers' requests in
Spanish, Portuguese, French, and German.
Western Union Financial Services 2001-2005
Customer Service Representative: Portuguese- French- Spanish-German-English
. Responsible for handling all calls (Inbound/Outbound) and processing
customers' transactions on money transfers worldwide.
. Handled customers who spoke Spanish and German.
. Supported Help Desk level 1 and Technical Support to new agents in
need of training.
NextLinx 2000-2001
Freelance Interpreter
. Responsible for various projects; utilized for phone interpreting of
patient care in French, Spanish and German.
Computer experience:
Computer literate: Proficient in Microsoft Word; Excel; Access and
PowerPoint, some networking.
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