Customer Service Project Manager

Mary L. Perez

**** *. **** *** *** **** Phoenix, AZ 85051-6395

Cell 602-***-**** E-mail ********@*****.***

PROFILE

Established as a bilingual customer service representative with 3.5 years

experience. Strong multi-tasking abilities and excellent oral communication

skills. Proficient with Microsoft Office and ten-key. Willing team player

with a good attitude and the ability to work in a fast paced work

environment. Detail oriented professional with a strong ability to learn

and provide exceptional support.

PROFESSIONAL EXPERTISE

. Researched all customer accounts to determine call status.

. Successful with handling problem customers.

. Posses excellent telephone skills with multiple means of communicating

with customers.

. Expert at communicating with customers via telephone, fax, standard

mail, e-mail in person or messaging methods on the internet.

. Able to direct customers to an appropriate department or to manager as

needed.

. Proficient at multi-tasking between various job duties.

. Exceeded all customer expectations while on the job and management was

notified by customer comments.

. Able to both read and write in the Spanish language.

PROFESSIONAL EXPERIENCE

Team Lead

February 2010-August 2010 Vangent Corp. Census 2010

. Provided team leadership and coaching.

. Focused the team on the tasks at hand or the internal and external

customer requirements.

. Communicated team status, task accomplishments, and direction.

. Intervened when necessary to aid the group in resolving issues.

. Assured that the team addresses all relevant issues within the

specifications and various standards.

. Keep the project manager and product committee informed of task

accomplishment, issue status.

Customer Service Representative

February 2006 - August 2008 Schaller Anderson Aetna;

Phoenix, AZ

. Researched and explained eligibility issues to customers

. Set up transportation to all medial appointments for customers as

needed

Office Manager

February 2006-December 2006 TL Steel Fabrications; Phoenix,

AZ

. Handled all office duties to include hiring/firing of employees

. Scheduled meetings for owner with perspective clients

. Date entry and payroll

Operator

August 2005-February 2006 Answer One Communications;

Phoenix, AZ

. Communicated effectively with customers

. Took and relayed messages accordingly and in a timely manner

. Handled both international and online orders and researched order

status

. Committed to customer satisfaction

Data Entry

May 2005 - August 2005 Safeway Corporation; Phoenix, AZ

Handled accounts receivable

data entry

. Translated calls for Spanish customers

EDUCATiON & SPECIALIZED TRAINING

. Oxnard High School, CA, Diploma

. Oxnard Adult School, CA, Certified Nursing Assistant

. Fresno University, Fresno, General Courses

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