Customer Service Manager

Carolina Casierra

**-**-**** ****** ***.*-H c: 917-***-****

Rego Park, N.Y 11368 *****************@*****.***

Bilingual Customer Service/Office Professional

Calm, considerate and trustworthy professional with extensive experience in

effectively interacting with customers, often in difficult situations.

Adept at resolving customer issues without escalation to comply with

company guidelines. Skilled in considering and attending to customer

needs, enhancing customer's perception and experience with organization.

Organized, focused, punctual, adept at both interacting and working with

people on all levels. Self starter with strong work ethic and positive

"can do" attitude. High standards and ethics. Patient and thoughtful

while remaining resolute. Fluent verbal and written communication skills

in both English and Spanish.

STRENGTHS INCLUDE:

Security Clearance Ensuring Quality Customer Interaction Credible,

Sincere

Attentive, Patient Quick and Enthusiastic Learner Attention to

Detail

Airport Operations Organized, Focused, Able to Prioritize In-

Person Association Following Instructions

Excellent listener, able to understand people's emotions and consider their

needs, successfully interacting with them to achieve company goals while

retaining the customer.

Experience

Transportation Security Administration Astoria, NY 7/07 - 7/09

TSA Officer (Direct employee of TSA): Screened passengers and checked for

suspicious activity. Worked at cargo station alternate Mondays, examining

checked luggage for dangerous objects. Hours: 4 am to 12 pm.

. Promoted from part time to full time based on job performance.

Received two-week, on-the-job training.

. Successfully passed in-depth background check and received security

clearance.

. Selected to pat down elderly and infirm women with pacemakers,

implants or wheelchairs because of polite, gentle way.

. Collected canes, asked if traveling with anyone to so they could

watch belongings.

. Asked if any sensitive areas on body to be especially careful of

during pat down.

. Walked individuals through process politely to ease discomfort with

invasive procedure.

. Polite, diplomatic, and helpful with all passengers.

. Younger women needing to be patted down.

. On busy shifts, assisted passengers with collecting belongings at

end of conveyer belt.

. Recognized and greeted frequent, familiar travelers.

. Used smiles and kind words to alleviate passenger stress for those

running late or afraid of flying.

. Part of team at Central Terminal screening 8,000 passengers on average

shift; in excess of 26,000 during shift on busy holiday weekends.

. Very meticulous in checking bags that sounded alarms, including

carefully swabbing down golf clubs or item responsible for alarm.

. Favorite part of day was morning meeting to learn new security

procedures.

Test Quest Inc. New York, NY 4/05 - 5/08

Provider of home tutoring and educational services throughout New York

City, working with schools and social service agencies to delivering

teacher and tutor to students' homes.

Tutor: Tested grade school students, prepared children for state exams,

monitored homework assignments, scored end-of-year progress. Seasonal from

October to May, reflecting school year.

. Passed Department of Education screening and finger printing check

. Examples of tutoring assistance:

. Helped 5th grader reading at 3rd grade level to improve

pronunciation of words; post parent-teacher conference, mother

relayed daughter was reading at significantly improved level with

increased speed and agility, and increased class participation.

. Tutored student new to country in English pronunciation; student

excelled in January state exams, shortly thereafter no longer

needing assistance.

Carolina Casierra, page 2

Speed World New York, NY 7/00 - 9/06 Auto parts and accessories shop.

Sales Associate/Customer Service - Returns: Monitored, rotated and

replaced inventory; processed returns; arranged and maintained in-store and

window displays.

. Handled returns with diplomacy to ensure store retained customers.

. Rarely needed to request assistance from store manager in handling

difficult customers.

. Ensured strict store return policy was enforced; very effective at

calming down customers who insisted on arguing. Examples include:

. Alleviated woman's impatience during wait for manager to attend to

register problem by acknowledging her waiting time and assisting

her in being promptly attended to once register problem was

resolved.

. Effectively and pleasantly completed customer transaction after

customer's dissatisfaction with another sales associate.

Skills

Microsoft Word, Excel, PowerPoint

MacWrite, MacPaint

Education

Queens College, Queens NY 9/01 - 5/02

Business Certificate Awarded May 2002

Miscellaneous

. Fluent in Spanish

. Born in the United States

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