Customer Service Project Manager

Angel Cintron

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

San Francisco, Ca 94110

415-***-**** (mobile) 415-***-**** (home)

Email: ************@***.***

Summary of Qualifications:

Industry professional with 20+ years of experience providing exceptional

customer service in a variety of industries. Skilled in training and

managing technical staff to successfully troubleshoot and resolve customer

issues in a fast-paced, 24 X 7 environment. Excellent communication and

problem solving ability as well as solid technical skills.

. Technical Troubleshooting

. Small Business Billing

. Windows OS and Mac OS

. Excellent Phone Skills

. Desktop Publishing/Data Entry

. Macromedia Applications

. Web Design

Employment History:

RAQACS, San Francisco, California 11/04 -

Present

Create an office environment at the home place. Assist where

needed as capturing

data to compile electronic pages. Assist in travel

arrangements.

Alliance Title, Campbell, California 10/02

- 05/04

Informational Systems, Help Desk Technical Advisor. Provided

troubleshooting for application databases (Citrix) and assisted users

with technical problems. Provided email/phone support, home set-up,

VPN, and connected Citrix application to servers. Set up/terminated

users, maintained access levels. Provided on-call night support as

required. Handled office set-up when data line installed - including

patch panel connection, and terminal server set-up (thin and thick

client).

. Accomplishments: recorded user based spreadsheet monthly to report

company growth.

Earthlink Inc., San Jose, California 02/00

- 09/02

Project Manager - Rapidly promoted from Supervisor role to supervise a

team of technical professionals. Ensure dept. remains on track with

project goals and objectives. Providing statistical reports to upper

management. Desire to solve a problem and to implement new policies

regarding the procedures taken. Creating a customer service manual for

easy flow of daily operations and useful databases and procedural

tasks. Implementing business metrics as SOP's (standard operating

procedures). Created bi-monthly tests for customer service reps. Aide

documentation on new products to assure all necessary tools and

training are provided to the CS reps.

Supervisor - Created department processes and procedures. Monitored

real time issues and handled subscriber escalations. Maintained

adequate staffing levels. Wrote & delivered employee disciplinary

actions.

. Accomplishments: "Developed a process for handling escalations that

expedited problem resolution and improved customer service"

Martin Howe Associates, Dallas, Texas 10/98 - 12/98

Customer Service Relations for Merchant Credit Card operations. Remote

downloading of malfunctioned credit card zon machine software to

various models to merchants throughout the US.

Pearle Vision, Inc., Dallas, Texas

10/93 - 10/98

Supervisor for Customer Service professionals. Implemented new fax

department. Assisted in lab technician operations. Maintained

information flow and monitored daily department activity. Researched,

tracked, and placed orders with outside vendors.

Education:

Specialty Computer School, Silverdale Washington 1999

. Certificate of proficiency in computerized office training.

Saint Francis High school, St. Francis Wisconsin

1980

. General activities. High School Diploma

AcademyX, San Francisco, California 2004/5

. Certificate of Wed Design development

- using Macromedia web collection

FLASH - DREAMWEAVER - FIREWORKS

. Understanding and creating Coldfusion forms

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