Customer Service Representative

Antonia Silva

**** *. **** **., ********, New York 11234

347-***-**** (H)

917-***-**** (M)

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

PROFESSIONAL/SPECIAL SKILLS

Fluent in Spanish

Supervisor

Team Player

Group facilitation and public speaking with diverse populations

EXPERIENCE

Crew Leader January -

July 2010

U.S. Department of Commerce, U.S. Census Bureau, Brooklyn South

. Supervised (13) enumerators and (2) crew leader assistants

during field operations.

. Conducted training sessions for trainees.

. Implemented mandatory training by using classroom instructions,

practice interviews, and on-the-job guidance.

. Provided instruction on enumeration procedures and familiarized

trainees with reports and forms used to collect data.

. Performed preparatory duties such as checking boundaries and

becoming familiar with the areas where employees would work.

. Assigned duty areas to employees, observed employees in the

field, and provided on-the-spot assistance and supervision.

. Reviewed and certified daily payroll and progress reports and

ensured that work was completed within established time schedules.

. Advised supervisor of progress and performance, and made

recommendations for dismissal of those who could not or would not perform

required duties.

Recruiting Assistant

. Met with business leaders, community centers, faith-based

groups, and other appropriate sources in the community to promote

census employment opportunities.

. Acquired the support of local organizations to donate space for

census testing and training sessions, ensuring locations met specific

requirements.

. Executed the Local Census Office recruiting plan, made

recommendations on recruiting strategies.

. Prepared and gave impromptu presentations to diverse audiences.

. Arranged and conducted census employment testing sessions for

various positions, scored tests, and reviewed application materials for

completeness and accuracy.

Resume Antonia Silva, page 2

Bilingual Case Planner/Case Management Technician 2006 - 2009

HeartShare Human Services of New York, Creative Solutions for Families,

Brooklyn, NY

. Conducted intake interviews/assessments with clients.

. Conducted home visits to clients for both routine and crisis

situations.

. Provided direct services to clients based on strengths, needs

and goals.

. Developed treatment plan for client's.

. Submitted client progress notes and required paperwork in a

timely manner.

Research Analyst/Bilingual 2008 -

2009

Visiting Nurse Service of New York, New York, NY

. Initiated initial contact with potential case study

individuals.

. Scheduled appointments to conduct interview with willing

participants.

. Traveled to the home of participants and conducted the study to

conclusion.

. Returned all completed studies to VNSNY Research Department.

Customer Service Representative 2005 - 2006

New York City Industries for the Blind, Brooklyn, NY

. Responsible for resolving customer discrepancies and complaints

to satisfaction.

. Assist with data entry of all customer orders.

. Responsible for the invoicing and billing of all customers.

. Maintain quality service standards and customer satisfaction.

Customer Service Representative 2004 - 2005

Commerce Bank, Brooklyn, NY

. Assisted clients with the opening of personal and business

accounts.

. Resolved client discrepancies and responded to client

inquiries.

. Educated clients on access options (ATM, PC Banking, Phone

Banking, etc.).

. Executed relevant financial transactions for clients in line

with service quality standards and bank policies and procedures (wire

transfers, gift cards, safe deposit boxes, etc.).

Manager Volunteer Program 2003 - 2004

Christian Herald Association, Bowery Mission, New York, NY

. Recruitment of volunteers by developing relationships with

corporations, educational institutions, organizations and individuals.

. Tracked ongoing volunteer placements and hours on a monthly

basis.

. Maintained a list of current volunteer opportunities and job

descriptions.

. Maintained consistent application and screening procedures.

Resume Antonia Silva, page 3

Manager Volunteer Program - Cont'd

. Followed up on all volunteer referrals.

. Created and maintained monthly schedule for volunteer groups.

. Project managed volunteer appreciation dinners.

Coordinator of Volunteers

2002 - 2003

Mission NYC, New York, NY

. Managed national volunteer task force for NYC outreach

organization, which included both local and out of state volunteers.

. Responsible for managing, training and strategic deployment of

volunteers, which encompassed creating itineraries and weekly schedules.

. Created volunteer opportunities via development of

relationships with various organizations.

Senior Customer Service Representative 1999 - 2001

Georgeson Shareholder, New York, NY

. Call center team leader and account specialist.

. Generated revenue by providing a stock conversion service.

. Developed and managed relationships with shareholders of

fortune five hundred companies.

. Managed, monitored and maintained team productivity.

. Developed and managed weekly performance reports for senior

management.

Education

Bachelor of Arts in Sociology & Anthropology

William Paterson University, Wayne, New Jersey

Skills and Interests

Proficient in Microsoft Word, Excel, Power Point, Outlook, Publisher

Nutrition & Health, Physical Fitness, Bicycling and Photography

REFERENCES UPON REQUEST

Contact this candidate