Customer Service Manager

Tanya-Lee Yanez

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

Address: **** *.***** **.

City: Los Angeles

State: CA

Zip: 90059

Country: USA

Phone: 323-***-****

Skill Level: Experienced

Salary Range: $73,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Account Management/

Customer Service Representative

Tanya-Lee Rose Yanez

2011 E. 120th St Los Angeles, CA 90059

Cell. 323-***-****

*********@********.***

Objective

To obtain an Account Management or Customer Service Representative position within an industry leading, financially strong and ethically integrated company with an emphasis on quality. My next employer will be looking to use my expertise to gain client rapport and grow the business.

Professional Overview

Over 22 years of successful customer service experience including extensive phone conduction and Account Management in direct mail. Using strong interpersonal communication and outstanding client relations skills I have created deep and strategic relationships between clients, myself and the company. Also I have worked with key accounts across Financial Services, Healthcare, Retail, and other Direct mail avenues. Excellent communication skills, well organized, team player, bilingual Spanish/English and a very fast learner with an ability to utilize individual drive coupled with company specific capabilities, solidifying all inter- company relationships to work together. Familiar with Excel, Word, social media, and basic PC knowledge as well as uploaded downloading from secure sites (FTP sites).

WORK HISTORY

July 2012- November 2012

Position: Senior Account Manager

Company: Direct Marketing Solutions (DMS)

Telecommute

Work with the in-house creative department to prepare new marketing services for clients. Overseas the projects from creative stages to final mailing. Work through the process for production of products and coordinate information from account executives and/or clients on all incoming and active projects on assigned accounts; coupled with reviewing project specifications, pricing, scheduling, and terms for completeness and accuracy. Apply experience from my latest job as Senior Account Manager.

October 1999 June 2012

Position: Senior Account Manager

Company: IWCO Direct / Transcontinental Direct

Downey, CA

Use thorough knowledge of direct mail printing and production practices to coordinate services required to complete assigned client projects effectively according to project specifications. Coordinate information from account executives and/or clients on all incoming and active projects on assigned accounts; coupled with reviewing project specifications, pricing, scheduling, and terms for completeness and accuracy. Monitor and update the daily status of active projects of assigned accounts in each production department. Verify receipt of all information and materials necessary for production of product. Maintain good communication with co-workers in other departments keeping them apprised on the status of projects. Manage the workload within your assigned team and seek assistance from other teams as needed. Travel with account executives to clients location to participate in meetings designed to acquaint clients with our direct mail service offerings. Collaborate with Client and Sales Executive on assigned accounts in order to successfully obtain additional opportunities. Answer inquiries and telephone calls in the absence of other account managers. Maintain work area in a neat and orderly manner, observing all company rules, regulations, safety practices and housekeeping standards.

February 1999 October 1999

Customer Service Assistant

Company: CC3/ PCCI

Downey, CA

Duties include, but not limited to: Faxing for all staff, copying for all staff, Federal Express shipments, rule-outs, proofing, billing, request job numbers and daily reports. Also do extensive QA checks before shipments are made and basic office duties. Along with these duties there are also inter-office mail delivers which are done on hr. runs I have helped write a Customer Service Manual and help develop new policies for the company. Work with confidential data such as process, service and product costs, and schedules which, if disclosed, might have significant internal effect or minor external effect. Promoted from assistant to Account Manager within 8 months of joining the company.

August 1995 February 1999

Position: Supervisor

Company: Signature Group

Norwalk, CA

Responsible for leading associates to become self-directed. Also responsible for controlling the work load on a daily basis, resolving conflicts, planning of work, informal oral communication, provide performance reviews, training, coaching and developing subordinates. Also to provide written and/or verbal communication, documentation, creating and maintaining a motivational environment or atmosphere, personal time management, self-development activities, career counseling of subordinates and representing the company to the community. I have the ability to solve problems efficiently, demonstrate excellent motivation, handle interpersonal relationships skillfully and the ability to manage time and administrative tasks efficiently.

EDUCATIONAL EXPERIENCES

1989-1993 Needles High School

1994 National Education Center (Certified in Medical Assisting)

1995-1996 Cerritos College (General Education)

1999 Golden West College (Certified in Police Dispatching)

ACHIEVEMENTS

Received my MA degree (Medical Assisting). Received my degree in Criminal Justice for Police Dispatching. Certified in Print Stream (Print Stream champion) and Foundation. Certified in Dale Carnegie and Customer Service Excellence Training. Certified SFC and FSC Chain of Command coordinator.

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