Customer Service Manager
Resume:
Arideng Wang
**** ******** ****** *** **, Laurel, MD 20723 443-***-**** ********@****.***
EDUCATION
University of Maryland, Baltimore County (UMBC) Expected Graduation Fall 2013
Master of Arts in Intercultural Communications – Concentration: Spanish
University of Douala Cameroon, Africa
Bachelor of Arts in Foreign Languages (English and Spanish) September 1993 – June 1996
RELEVANT COURSES
Business Ethics
Principles of Finance
Principles of Economics
Principles of Marketing
Human Resource Management
Business Law.
SPECIAL SKILLS AND TRAINING
Language: French (native), English and Spanish fluent, proficient in writing
Computer: Proficient in Outlook, Internet, Microsoft Word, Excel, PowerPoint and Publisher,
Training: High Impact Communication (Dale Carnegie) Douala – Cameroon, July 2007
‘‘Enriching your customer relation and making a difference’’ Cegos, Paris – France
November 2007
EXPERIENCE
Bilingual Communications Centre Representative (CCR) June 2011 – August 2011
MedAssurant (Annapolis, MD)
Completed outbound phone calls to engage and enroll patients in care management
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programs.
Assisted in interpreting for patients speaking French or Spanish.
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Scheduled appointments at ‘‘in market’’ locations for members.
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Adhered to HIPAA in all interactions with members.
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Customer Service Rep January 2011 – June 2011
Global Payments Inc (Owings Mills, MD)
Assisted US and Canadian merchants with statements, deposits, chargeback inquiries,
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retrieval requests and other account information; placed also supply orders for them.
Bilingual Helpdesk Representative for American Express June 2008 – January 2011
Global Payments Inc (Owings Mills, MD)
Provided technical assistance in French, English and Spanish to merchants using American
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Express terminals in the U.S, Canada and Hispanic Islands (IDC).
Received Global Payments Voice – Authorization calls.
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Call Centre Supervisor January 2007 - February 2008
Mobile Telephone Networks Cameroon (Africa)
Took care of a multi-skill Contact Centre of above 50 agents, including temporary staffs, with 4
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team direct reports.
Participated actively in writing, formalizing and updating the necessary processes of our Contact
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Centre.
Managed the temporary staff database, requesting their services whenever there was a need for
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that.
Participated in collaboration with the HR Department to the recruitment process of agents and
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Team Leaders (recruited through an assessment centre).
Created additional activities to motivate agents: Monday Morning Pep Talks, Y'ello Birthday.
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Participated in the assessment centre for the recruitment of the next Call Centre Supervisor (before
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moving to the US).
Call Centre Team Leader June 2003 - January 2007
Mobile Telephone Networks Cameroon (Africa)
Performed call monitoring and coaching of agents.
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Handled customers’ queries or complaints escalated by agents.
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Did follow up with customers.
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Scheduling and staffing of team members.
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Provided induction training to new recruits.
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Worked in the change management when we moved to a CRM application called Siebel.
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Worked with applications like Siebel, CMS Avaya to monitor the work of my team.
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Call Centre Agent October 2001 - June 2003
Mobile Telephone Networks Cameroon (Africa)
Performed inbound calls from various types of clients: prepaid, postpaid, dealers.
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Provided information to clients concerning our products, services and promotions.
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Provided handset manipulation assistance to clients with various phone marks.
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Temporary Spanish and English Teacher September 1997 -
June 1998
Mamdom College (Cameroon - Africa)
Taught Spanish and English to grade 8th and 9th students for one school year
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VOLUNTEER WORK
Mobile Mexican Consulate and Feria de la Salud y Servicios para la Familia October
1, 2011 (Baltimore, MD)
Assisted the consular section with passport, passport renewal and consular identification
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applications.
REFERENCES:
Ramon Gonzalez, Unit Manager at Global Payments Inc: 10705 Red Run Boulevard, Owings
Mills MD 21117. Office Phone 443-***-****, Cell phone 410-***-****
Megan Massie, former Unit Manager at Global Payments Inc: Cell phone 410-***-****
Donnel Alston, Clinical Communication Center Team Lead at MedAssurant : 180 Admiral
Cochrane Dr Ste 400, Annapolis, MD, 21401. Office Phone 800-***-**** EXT 4270
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