Customer Service Manager

Zunilda Febles

Permanent Address:

*** ****** **

Roslindale, MA, 02131

Phone: 617-***-****

Mobile: 646-***-****

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

EDUCATION: University of Phoenix

John Sperling School of Business

MS in Accounting (Currently Attending)

Boston College

Carroll School of Management

BS in Accounting & Marketing, May 2009

Overall GPA: 3.017/4.0

EXPERIENCE:

H&R Block, Boston, MA Client Services Professional

1/2010- Present

. Delivered outstanding customer experience through customer service.

. Ensured that all clients are checked into appointment manager with

accurate information.

. Answered telephone calls and transferred to appropriate staff members.

. Performed general clerical duties: photocopying, faxing, mailing and

filing.

. Handled point-of-sale transactions and end-of-day process.

LevelTech Consulting Group Inc, White Plains, NY Corporate

Trainer 10/2009-11/2009

. Performed door-to-door sales by signing up new customers for price

protection for their utility bills.

. Developed and managed a group of people.

. Ran morning meeting with colleagues.

. Conducted 2nd round interviews.

KPMG, New York, NY Audit Intern - Financial Services

(INROADS) 6/2008-8/2008

. Performed participant cash collections, claims, contribution, coupon

resets, fixed assets, legal, and scholarship testwork.

. Reconciled a healthcare union's financial statements and alternative

investments binder.

. Reconciled a bank's Press Release (Global Cards and Consumer Banking)

from a Press Release Supplement from a Press Release Database, and the

2nd quarter 10-Q securization footnote.

. Organized supporting documents for WIP Post-Closing testwork.

KPMG, New York, NY Client Service Support Intern

(INROADS) 6/2007-8/2007

. Photocopied documents for colleagues.

. Created excel spreadsheets for the analysis of financial information.

. Updated new audit integrated programs, consolidated financial

statements and LEC minutes for the audit of 2007.

. Prepared binders of the audit of 2006 for retention.

. Scoped for significant accounts that will need to be audited for the

year of 2007.

. Performed research on banking systems, prospective clients and

accounting policies (in IFRS) that coincided with the client's

accounting policies.

. Verified large manual adjustments to the associated journal entries.

Boston College Dining Services- Chocolate Bar, Chestnut Hill, MA

Student Manager 9/2005- 5/2009

. Supervised a staff of 20 employees.

. Performed customer service and sales duties.

. Updated and maintained inventories of food and supplies.

. Organized monthly the student manager meetings.

. Delegated employees' tasks at the beginning of every shift.

. Trained, supervised, and evaluated staff.

SKILLS:

Word Excel Access Intermediate SPSS Macromedia

XLMiner Outlook Spanish Flash

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