Customer Service Representative

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Adriana

VillarrealAdministration

ADRIANA VILLARREAL TAYLOR

**** *. **** ***** *********: 602-***-****

Glendale, AZ 85301 e-mail: abp28l@r.postjobfree.com

Summary of Qualifications Regarded as a fluent Spanish bilingual professional management information systems specialist Strong secretarial, office administration and technological skills. Over a decade of experience working with management, executives and professional staff within the legal, media and environmental research industries Highly motivated, focused on leadership, corporate achievement, excellence and team pride Ability to manage and deliver projects under budget and on time, from inception to completion. Overall goal and contribution will reflect a quality attitude, diverse community relations and commitment.

Computer and Language Skills Office 2000, Excel, Microsoft Word, PowerPoint, Publisher, Adobe 6.1 Typing Skills: 45-55 WPM and 10 key proficient. Fluent Bilingual and proficient in writing, reading and speaking in Spanish.

Professional Experience:

Verizon Wireless Chandler, Arizona February 2008- October 2010

Coordinator Bi-Lingual Customer Service October 2009

Senior Bi-Lingual Customer Service Representative April 2009

Bi-Lingual Customer Service Representative February 2008

- Troubleshoot voice and data issues, answer/explain billing questions and details, and offer recommendations to provide value and loyalty

- Advanced knowledge of Verizon Wireless Customer Service billing systems

- Provide a high level of customer service on every interaction, internal and external customers alike, to achieve first call resolution while providing a positive customer experience

- Focus on consistently researching and providing resolution and negotiation which ensures customer satisfaction and meets Verizon Wireless business needs

Transition Coach

- Working closely with a group of new hire representatives:

- Providing floor support including ongoing coaching and development

- Conducting and creating trainings to educate new hire representatives

- Coordinating and involving supervisors in their representatives Transitional experience

- Handling escalations for new hire representatives and identified ways to prevent escalations

- Completing credit audits and coaching back to representatives

- Mentored new hire representatives on efficiency, call quality, time management and overall performance

2005-2007 CHEMRISK, Houston, Texas

Administrative Assistant Aided Principal Scientist in establishing and managing a database and filing system for Texas offices. Coordinated and prioritized daily, weekly and monthly activities (e.g. travel, meetings, conferences) for Principal and associates. Maintained, processed and filed monthly expense reports. Interfaced and assisted in preparation for the Board of Directors meetings. Assisted in research and development of published studies.

2001-2005 STERN, MILLER & HIGDON LAW OFFICE, Bellaire, Texas

Secretary/Administrative Legal Assistant/PR Performed the administrative functions in support of the CEO. Generated. Typed, formatted and edited letters on behalf of the President. Handled incoming calls, set appointments, ordered medical records. Maintained Jones Act and non-lit case files; Generated monthly maintenance check requests for clients. Aided in the promotion of firm events; assisted in editing scripts for firm T.V. commercials. Hosted 30 min. educational and informative talk show on 1010 AM, providing a forum for a predominantly Spanish speaking audience on behalf of the firm.

1998-2000 A. LEE MCLAIN LAW OFFICE, Houston, Texas

Administrative Legal Assistant Coordinated and prioritized daily activities of the President/CEO Assisted office manager with general administrative duties. Generated, typed, formatted and edited letters for President and staff. Handled incoming calls, scheduled appointments and case conferences. Assisted as firm translator for Spanish speaking clients.

EDUCATION

Strayer University Business Management- Currently attending.

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