VERONICA S. BUELNA

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

Cell: 626-***-**** Lubbock, Texas

***** abjh9p@r.postjobfree.com

OBJECTIVE

A position in Customer Service/Support, Sales, Finance or Office

Management.

SUMMARY OF QUALIFICATIONS

Accomplished difficult tasks with minimum guidance or supervision.

Motivated leader with exceptional communication skills interacting with

all levels of staff and management. Bilingual-fluent in English and

Spanish. 14 years of successful Customer Support and Management with

experience in the following:

Multiline Phone Use Public Relations

Records Management

Project Management Oral/Written Communications

Employee Relations

10 Key Touch Customer

Relations Data Entry

EMPLOYMENT HISTORY

Customer Service Representative

May 1998 - November 2009

AT&T, Anaheim, CA

Managed customer inquiries in high volume incoming call center for small

business customers. Supervised the setting up of new phone service,

transferring service, and complex orders. Handled customer complaints,

repair issues, detailed billing questions and payment arrangements. Worked

"one on one" consulting customers aiding them in finding and recommending

products that would best suit their business needs. Maintained proficiency

in various computer programs within company, including Microsoft Office.

Handled clerical responsibilities such as filing and making notations on

customer accounts while maintaining friendly and courteous conversations

with customers. Interfaced daily with internal partners in different

departments such as Operations and Consumer Affairs.

Key Accomplishments

< Successfully maintained a high volume workload in a deadline driven

environment.

< Resolved an average of 500 inquiries a week and consistently met

performance benchmarks.

< Selected among peers to train and mentor new representatives.

< Consistently earned 100% marks on all performance counseling.

< Constantly volunteered for Customer Service Training at my own expense

and time.

Collection Service Representative

December 1996 - May 1998

Household Finance, Pomona, CA

Utilized effective communication skills to negotiate payments from

customers. Ensured completion of daily workload and maintained daily

and monthly collection goals. Prioritized accounts daily according to

amount due, payment history, and level of delinquency. Performed other

clerical duties necessary to support and enhance the goals, performance

and objectives of the department. Managed high volume of outbound

calls, answered questions for customers, set up arrangements for

customers and took payments over the phone. Consulted customers on

payment arrangements that would fit their budget.

Key Accomplishments

Awarded collection bonuses as top Collection Service Representative 2

consecutive years.

Selected as team leader after only 45 days of employment.

Customer Service Representative September

1994 - December 1996

Tad Staffing Services, West Covina, CA

Handled customer requests for Edison Company and dealt with large cash

amounts when customers paid bills in person. Accurately completed deposit

slips in order to facilitate the deposits for our accounting department.

Ensured payments would go out on time with the proper documentation for

customers with new service. Established new electric service for customers

with direct and personal contact. Personally kept internal departments

updated with current operations both via phone and in person. Resolved

difficult and complex situations with minimal to no assistance from company

leaders.

Key Accomplishments

< Developed a Standard Operating Procedure handbook along with 2 peers

that is still used today to aide representatives in dealing with

customers and new accounts.

Dispatch Driver and Cashier May

1992 - September 1993

Wesco Auto Parts, El Monte, CA

Supervised and dispatched a team of drivers to make auto part

deliveries. Maintained accounts that drivers were delivering to and a

personal business relationship with all account holders. Ensured that

the company's warehouse was maintained clean and that safety was always

first. Pulled parts from inventory stock to have ready for drivers to

deliver. Printed out all forms and invoices needed for orders. Backed

up cashier in store area and ensured that our daily transactions and

deliveries were accounted for. Completed deposit slips and counted

large sums of money daily. Ordered, purchased and allocated parts when

needed for warehouse.

Key Accomplishments

< Recognized with a Safety Award for 12 months of "no incidence"

driving.

EDUCATION & TRAINING

Currently enrolled at Midland College in Medical Program, Midland, TX

Medical Assistant Certificate, Midland College, Midland, TX

7 Semester Hours, 3.7 GPA in General Studies, Mt. San Antonio College,

Walnut, CA

13 Semester Hours, 3.0 GPA in General Studies, Citrus College, Citrus,

CA

High School diploma, Class of 1990, Sierra Vista High School, Baldwin

Park, CA

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