Customer Service Quality Assurance
Resume:
Claudette Guerrero
**** **** **** *****, ********, VA 22172
**********@*****.***
To whom it may concern,
I am very excited to read about the administrative position, which is available. I have worked in a professional office environment for 5 plus years. Let me assure you that once employed with your company, you will find my experiences in office administration have fully equipped me with a plethora of tasks including office management, business operations, and exemplary customer service. I am confident that my application of these tasks and many other skills that I possess would be an asset for your company. I realize that in today’s society it is hard to find employees that have the skills and tasks that I acquire. I am fluent both in English and in Spanish.
My resume reflects my work history, however, it is not able to show you my personal attributes that set me apart from other candidates that are also seeking to fulfill this position. My positive attitude allows me to make the best out of a negative situation, resulting in effective solutions, I am exceptionally organized, I have an eye for detail, and my personable nature give me the ability to work well under pressure.
I strongly believe that my experiences and expertise would be a good match for organization. I appreciate the opportunity to meet with you and discuss my qualifications further. I have enclosed my resume for review.
Thank you for consideration. I look forward to hearing from you.
Sincerely,
Claudette Guerrero
3798 Port Hope Point ● Triangle, VA 22172 ● 786-***-**** ● **********@*****.***
Claudette Guerrero
Objective
Obtain a position where I can utilize my customer service skills to improve customer satisfaction, becoming a strong asset where I can maximize my management skills, & training experience.
Professional Experience
5/2009 Present Day
Celebration Cruise Line, Inc
Ft.Lauderdale, FL
Customer Service Representative
1. Corrected misspelled passenger names, dates of birth, address
2. Change sail date for scheduled voyages
3. Explained penalties, and cancellation policy
4. Explained our cruise & stay packages
5. Answered general questions
6. Listened to company voicemails
7. Reviewed all incoming comment cards for sail dates
8. Assisted with training new hires
9. Completed verifications and listened to verification for quality assurance
10. Trained supervisors in a new program using Farebuzz
11. 4/2006 2/2009
L.S.C. Insurance Agency
Hialeah, FL
CPSR/Office Manager Assistant
1. Reported to the owner of a small independent insurance agency
2. Organized office, checked inventory, ordered office supplies
3. Responsible for coordinating meetings with insurance companies
4. Scheduled employees hours, requested personal time, vacations, & sick days
5. Quoted & Underwrote Homeowners, dwelling, flood, Wind, Auto insurance policies
6. Built & established great rapport with clients
7. Complete endorsements for refinanced clients, new clients; increasing coverage, changing mortgage clauses
8. Sort incoming mail, stamped outgoing mail, created Fed-ex
9. Organized & filed papers
10. Deposit checks into company’s account
11. Commercial Lines: completed certificates for general liability, contacted brokers for commercial accounts
12. Quoted general liability
13. Customer Service; following up on pending changes, cancellations, etc…
1. 4/2003 12/2006
American Express
Plantation, FL
Dispute Department Customer Service
1. Assisted customers with credit card charge accounts
2. Informed customers of current balance
3. Explained charges on account
4. Opened disputes for unrecognized charges
5. Researched credit card charges by contacting merchants
6. Advised customers available credit balance
7. Assisted customers with applying for a higher credit card limit
8. Assisted with transferring credit card balances to another charge card
9. 4/2001 8/2003
Ink-Tel Direct
Miami Lakes, FL
Verification Specialist (Quality Assurance)
1. Worked in a call center environment, cold calling
2. Built great rapport with clients to be able to offer them difference credit cards
3. Offered to transfer balances with a zero to low interest rate
4. Promoted to verification department, listened to recorded call to ensure quality
5. Contacted clients to re-read disclosure clause
6. Up-sold different products to customers
7. Completed counseling forms for employees with errors
8. Filed & completed reports for call durations, & closing rates
Education
1997 2001
Hialeah Miami-Lakes Senior High School
Miami Lakes, FL
General Education
6/2001, Graduated High School with Honors, and with a GPA of 3.5
Majorette in High School Marching Band
Secretary for Band Teacher
Vice-President for the French Club
Business Leaders of America Club
2001 & 2005-2006 Broward Community College Pembroke Pines, FL Business Administrations
Took General Courses
Certifications & Skills
8/2006
Central School of Insurance
Miami Lakes, FL
4-40 CPSR License for insurance Type 40 wpm & Proficient in Microsoft office
References
References available upon request.
Contact this candidate