Customer Service Manager
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Skills Summary
More than 18 years of combined experience in the administrative and customer service fields.
Detail oriented, well organized, fast learner, team player, company oriented.
Employment History2009-present: Administrative Assistant for Florida Bus Reservations, LLC. Set business plans and organized effectively new company as booking agency. Transportation brokerage for ground transportation services. Take reservations requests online and over the phone, reply to customers inquires, process payments, organize scheduling for tripoperators. Organize fare structures and new routes for shared transportation. Make arrangements for private transfers.
Organized transportation for charters and special events as Daytona 500. Assisted travel agencies in booking airport and seaport transportation.
2007-2009: Customer Service Manager for Merimont TF,LLC. Performed travel arrangements, bookings for ground transportation services across Florida. Processed credit card payments. Supervised dispatch activities to ensure service effectiveness and good customer satisfaction. Dealt directly with vendors and tours operators to negotiate fares, service agreements, contracts for groups and charters.Organized special events activities for large groups. Updated company's website using Front Page and Expression Web software to correct and maintain information accurate and current. Case study for credits and refunds. Supervised all online and phone reservations.2005-2007: Reservations Manager for Transfloridian, LLC. Worked performed from home mostly. Supervised all booking done over the phone or online. Processed payments. Follow up reservations andtravel plans for passengers. Coordinate scheduling and calendar for all booking. Worked jointly with the Direction of Operations to assure service effectiveness and with Marketing to open more business sources. 2005: Office Associate Middleton Lawn & Pest Control Orlando District Office. Performed clerical duties and customer service support. Answering incoming calls from customers to schedule appointments, service calls, billing inquiries, receive payments, order new services and give some technical support in reference to all company services. Back up to all technicians via phone or two way radio. Book appointments for prospective customers and route them to the sales technician. Other duties included but not limited to data entry and verification of new service agreements, some outbound calls to schedule service renewal, billing, check accounts status, etc.
2004-2005: Finance Office Manager Family Auto Mart, Inc-Kissimmee Store. Responsible for all business and finance activities such as credit check and application, customer's accounts follow up, collections, recovery, inventory, accounts payable, cash handling, mail, etc.
2004: Secretary and Manager Assistant Holt Auto Sales Inc. Kissimmee. Performed duties as General Office Assistant as well as Sales, Cashier, Credit, Collections and Recovery, Mail handling, accounts follow up, title and registration clerk.
2003-2004: Secretary and Administrative Assistant Del -Air Heating and Air Conditioning-Kissimmee. Duties included but not limited to: answering phones and Nextel, filing, scheduling, process and set up work orders, data entry for payroll, make time sheets
and organize main schedule for over 110 employees; pull blue prints, pull city and county mechanical permits; check and distribute mail and other clerical duties as faxing, typing, etc. Occasionally filled in for Office Manager.
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Ale Sotelo-Paz
Queen of Broken Hearts
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