Customer Service Manager

Elievana S Pena

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

Address:

City: Providence

State: RI

Zip: 02909

Country: USA

Phone: 401-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Qualification Summary

I am a highly motivated individual with eight years of experience as a customer services representative, proven ability to lead and communicate on all levels effectively, work in a fast team-oriented environment, excellent problem-solving skills, readily identify and seize opportunity, have desire to make an impact and use feedback for continuous improvement. Strong analytical and planning skills, combined with the ability to coordinate the efforts of many to meet organizational goals. Strong leadership qualities with the ability to coordinate multiple activities, while maximizing productivity and maintaining a people focused environment.

Educational Background:

High School Dipolma from Universidad Accion Pro-Educacion y Cultura, Urb Santo Domingo PR 1/2001 to 8/2008 (Law)

Job History / Details:

Career Focus

Qualification Summary

I am a highly motivated individual with eight years of experience as a customer services representative, proven ability to lead and communicate on all levels effectively, work in a fast team-oriented environment, excellent problem-solving skills, readily identify and seize opportunity, have desire to make an impact and use feedback for continuous improvement. Strong analytical and planning skills, combined with the ability to coordinate the efforts of many to meet organizational goals. Strong leadership qualities with the ability to coordinate multiple activities, while maximizing productivity and maintaining a people focused environment.

Education and Training

August 2008 Universidad Accion Pro-Educacion y Cultura,

Bachelor of Science Law

Work Experience

March 2011 to Aug 2012

PG Financial Group Pawtucket, RI

Schedule appointment for life insurances agents to meet the client and also to interviewing new agents.

Follow up with the client in regards of any pending requirement with the carrier.

Recruited new agents.

File approved policy and also faxing any requirements need it to get the application approved.

Follow up with clients in regard of lapsing premium, making sure all the information is up to date, also let them know when the policy has been approved.

September 2008 to Feb2011

Bank of America East Providence, RI

Customer Service Associate

Embracing the GUEST standard, built customer loyalty and satisfaction by delivering world class service.

Using effective probing to uncover customer needs and provide solutions to address those needs, while strengthening and deepening customer relationships at every opportunity.

Exceeding performance metrics in a high-volume call-center and actively seeking coaching from call analysts, team managers and coworkers to find opportunities for growth and development.

Strong familiarity with Merlin and Lean systems operations, and able to efficiently use BOSS systems to handle customer account maintenance and inquiry.

May 2008 to Aug 2008

Language Line Services Santo Domingo

Interpreter

Exceed in the quality of the interpretation skills.

February 2006 to February 2008

Stream International Santo Domingo

Team Manager

Successfully managed, coached, monitor and train a team of 20 agents in customer services skills, product knowledge, telephone techniques,/etiquette, and other operational procedures.

Ensure that company polices and procedures are followed.

Responsible for communicating and implementing disciplinary actions if the policies and procedures were not followed.

Created Award Program to motivate agents on a weekly base.

Created a Mentor Program for New Hire Agents.

Demonstrates a thorough knowledge of the clients' products and services.

Conduct a bi-weekly team meeting and update the team of the new guidelines, new services-product that the client as enter on the market as part of his business.

In charge of the Streamline program for the new hire classes, enhance the program developing new techniques for the new hires so they feel ready, knowledge and prepare to handle challenging customers.

Other duties as assigned or requested.

August 2004 to Feb 2005

Sovereign Bank East Providence, RI

Customer Services Representative

Provide consistent quality customer services to internal and external that meets or exceed Sovereign's standard.

Serve as a translator for Spanish speaking customers.

Respond to customer inquires on account status, researching problems and concerns.

Educate customer about Sovereign Bank product that will satisfy customer's needs.

Meet or Exceed sales goals standards.

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