Customer Service Manager

**** # * * * * D E R O C K D R I V E • C O R P U S C H R I S T I, T X • 7 8 414

( 51 2 ) 7 75 614 9 • C O R E E _ G O N Z A L E Z @ YA H O O . C O M

COREE GONZALEZ

Objective

I am organized, detail oriented individual, used to working multiple assignments in

intensive environments. Able to work extended hours, and under deadline pressures.

improved customer loyalty, efficiency, and profitability at past jobs

Date of Availability: ASAP

Work EXPERIENCE

03/2009 09/01/2010 First Data, Corpus Christi, TX

Call Center Customer Service Representative

Received telephone calls, which were predominantly routine, but required deviation from

standard screens, scripts, and procedures. Handled customer service inquires and problems

via the telephone. Received and responded to customer service inquires via mail, fax, or

email. Researched problem areas and documented processes used to correct issues. Used

computerized system for tracking, information gathering, and/or troubleshooting. Used

established procedures, but had the ability to deviate when needed, and required only

general supervision. Collaborated with fellow peers in implementing pilot program to assist

our customers efficiently. Conveyed system issues to trouble shoot system errors.

Supported call center of 500 employees. Worked in a fast paced environment and executed

extraordinary customer service.

02/2008 March 2009 New York & Company, Corpus Christi, TX

Key Holder/Sales Associate

Responsible for generating sales and upholding the customer services standard.

Experienced in a variety of operational activities as assigned by the manager on duty, such

as purchase and merchandising, freight, cashiering, returns/exchanges, and wrap desk

procedures. Balance customers and tasks simultaneously, using good judgment and

teamwork. Partners with management to resolve customer service situations. Meet instant

credit goals.

08/2006 06/2007 Gila Corporation, Austin, Texas

Customer Service/Collections Representative

Extremely high customer service oriented collections techniques, for resolving credit card,

mortgage, auto, and personal loans issues. Experienced in taking financial statements for

membership review. daily research and skip trace of inventory to maintain low delinquency

rates. Credit Union Lead responsible for exclusive daily repossession reports, information

requests, and client liaisons.

9/2004 08/2006 Vanderbilt Mortgage & Finance Austin, Texas

Account Manager/Collections Representative

Responsible for collections of accounts towards reducing monthly delinquencies and

collateral repossessions. Experienced researcher of escrow, insurance, and payment issues.

Knowledge of Fair Debt Collection Practices, bankruptcy and legal procedures. Effective

oral and written communication with internal and external customers.

YMCA of Austin, Austin, Texas

6/2001 9/2004 Financial Assistant, Program Services Austin, Texas

Maintained financial accounts for an after school care program. Liaisoned with families to

provide financial assistance. Collected on outstanding accounts. Responsible for mailings,

data entry, answering phones and ordering all supplies.

EDUCATION

Present Del Mar College US Texas Corpus Christi Masters of Science in Nursing

St. Edwards University US Texas Austin Bachelor of Arts Degree in Psychology

Austin Community College US Texas Austin

VOLUNTEER HISTORY:

6/2000 5/2001 St. David's Hospital Austin, Texas

Newborn Nursery Volunteer

Responsible for transferring newborns from labor and delivery department to the nursery,

as well as from the nursery to the parents' room. Charged with taking temperatures,

bathing, dressing, feeding, changing, and holding babies. Sanitized and cleaned all cribs

and warmers. Delivered supplies to various departments within the hospital.

SKILLS

Knowledgeable in Accurint, A/S 400, Lexis Nexis, Relavint, Skiptrace, Pacer, Pro Care,

Power point, Microsoft Word, Excel, and Outlook, CASW, IMSW, TRIUMPH, Card Track,

Aspect Applications, CRU Web, Firstweb, Fastdata, OFAC, ORCA, SSP and PORT. Can

operate fax machine, Xerox copier, and postage machine.

CERTIFICATES, TRAINING, and AWARDS:

Certificate of Completion in Antitrust Compliance, Privacy, Security, and Standard

Operating Procedures. Received 10 On the Spot Awards, and contributor to winning JD

Powers Award three years in a row for Best Customer Service.

Contact this candidate