Customer Service Manager

JUANA LAURA CASTILLO

**** *. ***** **. # ***

Katy, TX 77450

H- 281-***-**** C- 832-***-****

**************@***.***

OBJECTIVE

I am seeking a full time bilingual position as Operations Clerk in the

corporate industry.

SUMMARY OF QUALIFICATIONS

Read and write English and Spanish fluently.

Have ability to work in a fast paced setting under tight deadlines.

Efficient with MS Office 2007, Word, Excel, Power point, Access, Publisher,

Outlook,

Empower, MEME and FiServ. Sage

Provide good communication skills and accurate customer service.

Learn Fast, detail oriented, good communications skills

Over 10 years customer service experience.

WORK EXPERIENCE

Registered Tapes Unlimited

Appointment Coordinator

Houston, TX 2010-2010

An appointment coordinator position required to make cold calls to

businesses around a 3-5 mile radius from the main grocery stores in the

Houston area. The appointments made were to be "qualified" appointments,

meaning, this was done by getting a 'yes" to the following questions...

1. "Are you the decision maker?" 2. "Are you interested to know more about

the program?"

3. "Will you be able to make the decision at the time of the appointment?".

Appointments that did not met these requirements were not considered

"qualified" appointments.

Gulf Pacific Ingredients

Account Manager / Telemarketer / Customer Service

Houston, TX 2007-2010

The account manager duty consisted in handling around 100 accounts for the

sales people. For existing customers, I was to keep track of the customer

order frequency, and call in the customer to take orders every week,

collect, and or listen to concerns. For prospect to new customers, I set

them up as a contact in our database, prepared price lists, make private

labels when required, and mail samples if needed. The telemarketer

position paid commission; my duty was to find businesses local and

nationwide. This consisted in searching for businesses through the web,

news paper, magazines, etc. after finding a business, I proceeded to mail,

fax, or e-mail a presentation letter. I also made calls to businesses to

make appointments for the sales team, and or find leads for them as well.

As a customer service representative, I was to give basic information to

customers like status on their order, any type of notification concerning

prices, and or solve issues regarding orders, and take incoming orders for

general accounts over the phone in English and Spanish. I also helped with

the following, deliveries, collections, and general filing.

M&T Bank

Broker Coordinator/ Receptionist

Houston, TX 2007-2007

As a broker coordinator, I set up incoming new loan submissions in MEME and

FiServ. Answering the phones and forwarding calls and or phone numbers to

designated A/E. Helped maintain the log in sheet, the new broker listing

sheet, the new broker package list and the broker's conditional approval

list.

Greenpoint Mortgage

File Control Clerk/ LPSR

Houston, TX 2005-2007

The file control position required for me to set up new loan submissions in

Empower. These were coming every day in three different types.

Electronically, referred by e-mail, or manually sent by fax or regular

mail. The position also requires to process new files and mailing

disclosures; selecting an array of documents and separating them. These

documents were then faxed and forwarded to the underwriter. Customer

service is

also a very important part in this position: answering the phone and

providing

loan information for customers (brokers). Handle cancelled/denied files.

Making

sure the printers, copiers, and faxes are working properly; and ordering

supplies among other duties.

As LPSR, my job was to process loan documents from the beginning to closing

time.

This was done by establishing a relationship with the customer (broker).

Then

the customer was asked to submit the proper documentation needed to start

the

loan process. Also the customer was kept in the loop with any details on

the

loan every time it came out of underwriting and or closing.

Neiman Marcus

Sales Associate

Houston, TX 2000-2003

Smile and talk to customers; up sell; handle registers; offer to open new

accounts; stock and rotate floor merchandise; maintain stock rooms clean

and organized; familiar also receiving merchandise and paperwork

procedures.

International Language Center Houston, TX

1999-1999

Administrative Assistant

Answer phones; provide students with detailed information about the school;

computer data entry; prepare teachers' paperwork duty for the month; light

bookkeeping. Along with, copying, faxing, filing, etc.

Taco Bell

Shift Leader

Houston, TX 1996-1999

Provide fast friendly service; encourage co-workers to be accurate and

efficient,

maintain restaurant clean at all times; set drive-thru window time records;

daily inventory; count the safe at the beginning of each shift; closing

paperwork at the end of the day.

EDUCATION

Full Time Student at Devry Univertsity 2008 - present

Spring Woods High School Houston, TX Diploma

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