Customer Service Management

ELVIN GONZALEZ

OBJECTIVE

To secure employment within an organization where solid work ethic &

opportunities for learning, training & advancement are encouraged. To

work within the framework of a team environment joining together in

order to successfully meet department/company goals & objectives.

EXPERIENCE

06/2007-05/2010 Westin Hotel Memphis, TN 38103

Ambassador

Responsible for greeting in guest’s and checking them in and out.

Responsible for handling guest’s complaints, issues and any other concerns.

Making managerial decisions when management are not available.

Providing daily leadership to fellow ambassador’s.

Responsible for generating daily reports such as: daily arrival report, departure report and

Account balance report.

ACS (Affiliated Computer Service) Bartlett,TN 38018

02/2007-08/2007

Customer Service Rep

Responsible for handling various types of inbound calls.

Responsible for handling sales orders.

Maintain communication with management on issues of concerns to

identify problems and bring resolution with minimal system down time.

12/2004-01/2007 K & M Newspaper New York, NY 10950

Service Technician

Responsible for monitoring & maintaining required levels of inventory.

Responsible for refurbishing, cleaning, installation of used & new parts.

Insured safety codes maintained in work area to minimize potential

occupational hazards

08/2002-12/2004 Auto Zone Kiamesha Lake, NY 12751

Service Mgr/Parts

Provided daily leadership, training & mentoring of department staff.

Oversee daily verification & review of inventory levels & movement.

Insure all product parts coded & categorized on system property.

Insure excellent levels of customer service maintained while providing

proper daily work staff schedules.

Reviewed daily & weekly workflow reports, balancing of end of day

registers, while keeping management informed of potential issues &

concerns as they arose in order to bring about quick resolution.

01/2000-08/2002 VAC Corp Middletown, NY 10940

Customer Service Supervisor

Supervise customer service reps to insure proper handling of

monitored inbound customer calls.

Oversee proper training of CSR's on client product line & services.

Communicate & work with upper management on issues of concerns

& insure assigned projects completed within time frame given in order

to meet department goals.

06/1997-12/2000 Capital Corp. Jamaica, NY

Customer Service/Freight Forwarder

Responsible for invoice preparation & client billing.

Responsible for verification of company shipments processed via US

Customs.

Initiated daily paperwork for processing of client shipments through

major steam lines and their respective ports.

Maintain levels of communications with warehouse & receiving

personnel to insure proper billings & quality client service.

05/1989-06/1997 Bank of Tokyo-Mitsubishi New York, NY

Communication Specialist

Assisted with maintaining & updating AT & T Deifinity 75/85

communication system.

Identify root causes for system failure and initiate, identify proper

resolution.

Responsible for generating varied month end financial reports such as:

general ledger, export & accounting reports as needed by senior

management.

Maintenance of storage facility for daily systems backup.

Maintain communication with vendors and management on issues of

concern to identify problems and bring resolution with minimal system

down time.

1980-1984 United States Army National Guard

1980-1982 University of Puerto Rico/Aquadilla Regional College

Associate Degree

Electronic Engineering & Technology

INTERESTS

Sports, running, audio/computer technology, racguet ball.

2077 Barnsbury Way #2, Cordova, TN 38016

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