Customer Service Manager

Guerlande Joaceus

**** ******* ***** **********, **, 22192 786-***-****

*************@*****.***

Education Florida A & M University, Bachelor of Science, Criminal Justice Summer 2007

Career ACS: FLORIDA HEALTHY KIDS/ MEDICAID Tallahassee, FL

History Customer Representative November 2007- July

2010

Responded to telephone inquiries and complaints using standard scripts

and procedures.

Received and/or placed calls, which were predominantly routine, while

using standard scripts and produces.

Used a computerized system to gather information, track information,

and log customer calls.

Answered inquiries, resolved problems with accounts, confirmed and

changed health care plans.

Assessed customer needs and informed them about services that were

available.

Enrolled customers into a mange health plan and select their doctors

Verbally translated documents and other materials from English to

Creole. I also read materials and re-wrote them in Creole.

Communicated appropriate options for resolution in a timely manner.

EXPRESS LANE Tallahassee, FL

Customer Service Rep August 2006-

March 2008

Officiated manager’s full responsibilities and duties when General

Supervisor was absent from the store.

Constructed bi-weekly payroll, assigned employees’ daily work

schedules.

Conducted quarterly inventories and maintained accurate records of

damaged and returned items.

Maintained a record of available products in the store.

Recorded daily earnings prepared and organized daily and closing sheets.

Built advertising displays in the store.

Assisted customers with purchases and monitored gas pumps.

OFFICE OF THE PUBLIC DEFENDER Tallahassee, FL

Investigative Intern May 2007-August 2007

Performed interviews with inmates via web cam and face-to-face at the

detention facility.

Explained the judicial system and informed the inmates of their rights.

Researched cases and performed interviews with witnesses.

Delivered important documents to inmates and participating parties

Assisted the investigator in all of her duties.

Activities 211 Crisis Hotline, updated information database (Fall 2006- Spring 2007)

Youth Outreach After School Program, Mentor (Spring 2006- Summer 2007)

Haitian Culture Club, Active member (Fall 2000-Present)

Additional Skilled in a variety of computer applications, including but not limited to:

Skills Microsoft Office: Word, Power Point, Excel, Adobe, HTML, XHTML and type

55 wpm. Fluent in Creole.

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