Customer Service Management

LEONARDO VACA

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

Address:

City: Deltona

State: FL

Zip: 32725

Country: USA

Phone: 973-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Highly enthusiastic customer service professional with many years client interface experience.Personable and responsible representative offers exceptional organizational, interpersonal and computer skills. Multi-lingual, courteous and professional with a great sense of humor willing to go the extra mile to provide exceptional customer service.

Educational Background:

High School Dipolma from NJIT, Newark NJ 1/2001 to 7/1989 (Business Administration)

High School Dipolma from Berlitz, Newark NJ 1/2001 to 11/2012

Job History / Details:

Summary

Highly enthusiastic customer service professional with many years client interface experience.Personable and responsible representative offers exceptional organizational, interpersonal and computer skills. Multi-lingual, courteous and professional with a great sense of humor willing to go the extra mile to provide exceptional customer service.

Highlights

Excellent communication and organizational skills

Courteous demeanor

Energetic work attitude

Quick learner

Adaptability and responsiveness

Microsoft Office knowledge

Leadership

Community outreach

Project planning

Account management

Staff training/development

Consistently meet goals

Exceptional interpersonal skills

Efficient multi-task management

Innovative

Spanish speaking

Team player

Inventory control

Administration

Customer relations

Accomplishments

Customer Assistance

Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Customer Interface

Greeted customers upon entrance and handled all cash, credit and transactions as well as via Internet transactions.

Assisted customers over the phone, email or chat regarding store or company operations, product, services, promotions and orders.

Quality Communication

Interacted with US, Puerto Rico and other Latin countries, ensuring reliable customer assistance and service.

Supported management to resolved client conflicts to prevent loss of key customers and to retain present customers and retain or improve company's reputation.

Multi-tasking

multi-task abilities to maximize customer flow and productivity.

Assisted in the managing of the company database and verified.

Ensured superior customer service by putting myself in their shoes..

Recommended new process Improvements.

Implemented new departmental procedures.

Assessed organizational training needs.

Trained staff as new members joined or new operations came in.

Supervised team of co-workers for a better working environment.

Contributed with cleaning maintenance in the working place.

Liaised management, sales personnel, co-workers and customers for better improvement of relations.

Organized products and displays as season changes and sale opportunities become available.

Experience

May 2012 to Current

Fish Memorial Hospital Orange city, Florida

Hospitality Volunteer

Greeted and registered guests and issued passes. Directed visitors and patients to maximize easiness to get around.

Answered questions regarding hospital policies and services.

Checked to ensure that food, beverages, blankets, reading material, emergency equipment and other supplies were available. Assisted with the Safety Risk Management (SRM) process.

December 2009 to April 2012

Adecco Hackettstown, NJ

Client Service Executive

Recruited and interviewed applicants and clients to maximize client growth.

Answered employee and clients questions regarding services, opportunities and shared product and services knowledge with customers while making personal recommendations..

Built relationships with customers and the community to promote long-term business growth.

January 2007 to November 2009

Walgreens Mansfield, NJ

Cashier/Inventory Supervisor

Facilitated monthly and quarterly physical inventory counts.

Explained information about the quality, value and style of products to Influence customer buying decisions.

Replenished floor stock and processed shipments to ensure product availability for customers.

Operated a cash register to process cash, check, credit card and Internet transactions.

Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.

January 2004 to December 2006

Fortunoff and Bed Bath & Beyond Wayne, NJ

Bilingual Customer Assistant

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Provided accurate and appropriate information in response to customer inquiries.

Addressed customer service inquiries in a timely and accurate fashion.

Developed effective relationships with all call center departments through clear communication.

Ran reports and supplied data to fulfill customer report requirements.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Assisted with the development of the call center's operations, quality and training processes.

Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.

Developed client retention strategies resulting in an increase of business.

Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center and stores objectives were met.

January 2001 to December 2003

Dish Network Green Brook, NJ

International Account Representative

Resolved customer complaints and concerns with strong verbal and negotiation skills.

Displayed courtesy and strong interpersonal skills with all customer

interactions.

Maintained composure and patience in face of difficult customer situations.

Helped customers track and ship packages, responding to delays.

Support customers with on line billing and account issues.

Trained new employees and explained protocols clearly and efficiently.

Researched issues on various computer systems and databases to resolve complaints and answer inquiries.

Referred difficult issues to upper management while maintaining positive rapport with customer.

Provided thorough support and problem resolution for customers.

Supported customers having data connectivity issues.

Informed customers about issue resolution progress.

Assisted with national and international Spanish speaking customers.

Education

NJIT Newark, New jersey

Business Administration

Coursework in Business Administration. Organizational Development and

Human Relations Management.

Berlitz Summit, New Jersey

Global Leadership training

Coursework in Language Training (English and Spanish as second language)

Coursework in Cultural Business Communication

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