Customer Service Representative

ANGELA TAPIA

**** ****** ***** **

Kentwood, MI *9512

616-***-**** (need to dial area code)

abiw5c@r.postjobfree.com

CAREER SUMMARY

Experienced customer service representative with supervisor and training

expertise. Background in a variety of industries, including insurance,

gas/electric services, retail, financial services, and bookkeeping.

Strengths include customer and client relations, supervising and training.

Quick learner and bilingual (Spanish/English).

TECHNICAL SKILLS

Self taught computer skills

Microsoft Word, Works, Windows, Excel

ModernLINK (rating software)

EZTracker (database)

Lotus Notes

Accessory Manager (mainframe)

PROFESSIONAL EXPERIENCE

DTE ENERGY, Kentwood, MI 04/2009-Current

Commercial Billing Specialist/Customer Service Representative

Responsible for customer service for electric & gas services for

residential & commercial.

. Employee of the month first month on the phones

. Completed 18 testing with 90% or above.

. Set up new service, transfer service and disconnect service

. 100% Call quality skills

CHARTER LAKES MARINE INSURANCE, Kentwood, MI 1/2006-06/2008

Customer Service Representative

Responsible for all customer service aspects for Personal Lines Insurance.

. Increased audit percents to over 85%.

. Trained new employees in customer service department.

. Issued and Amended endorsements, new business and renewals.

. Edited and implemented training manual for customer service

. Helped create the training manual

AMERICAN MODERN INSURANCE GROUP, Grand Rapids, MI 2/2005-12/2005

Senior Customer Service Representative

Ran Customer Service department for Personal Lines Insurance.

. Increased customer service ratings to over 90%.

. Trained new employees in customer service department.

. Resolved customer, dealer and lien holder questions and concerns.

. Edited and implemented training manual for customer service.

ADECCO EMPLOYMENT, Grand Rapids, MI 2004-2005

Office Supervisor

Performed all office management roles.

. Interviewed applicants.

. Balanced and edited payroll.

. Compiled and completed data entry.

. Administered more effective ways for applicant to get through the

application process.

. Ran front desk operations.

FLOCKHART NUTRITION, Grand Rapids, MI 2002-Present

OWNER

Ran all aspects of a small business.

. Implemented marketing strategies.

. Built a customer base of 25 customers.

. Created an income through customer rapport and sales.

. Acted as a mentor for customers.

Nyenhuis Carstar, Grand Rapids, MI 2001-2002

Bookkeeper

Responsible for the books, accounts receivable and accounts payable.

. Handled recording, balancing and paying all accounts payable.

. Balanced all end of the month bookkeeping through profit and loss

reports.

. Completed some payroll duties.

. Assisted with front desk and customer service duties.

EDUCATION

Currently attending Phoenix University Grand Rapids, MI

Teaching

Grand Rapids Community College, Grand Rapids, MI

Bilingual (Spanish)

Caledonia High School, Caledonia, MI

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