Customer Service Representative
Resume:
DORIAN PEREZ
Kissimmee, FL 34744
******.*******@*****.***
EDUCATION
College “Nacional 5 de Agosto” S.A.: earned AAS in Mathematics and Physics
Executrain: completed courses in Excel, Word, VBA for Application, Advanced
Macro Language, SAP, Nomad.
Microsoft: Completed Advance Excel Visual Basic for Application Courses.
COMPUTER SKILLS
Microsoft: Word, Excel, Power Point; Freelance Graphics; cc:Mail; Meridian
Max System; WordPerfect; Monarch; Excel VB for Application; Visio; Advance
Macro Language; Nomad; Expert in Photoshop.
Languages: English, Spanish and Italian.
EXPERIENCE
HARCOURT BRACE AND COMPANY, ORLANDO, FL
Customer Experience Support Specialist (May 95 to August 2011-Retired-)
Successes
Developed a program to track monthly telephone production.
Developed a program for easy CRT access to the domestic and
International discount schedules.
Developed a program to maintain daily activities history for market segments.
Developed an electronic floor plan for the Customer Service Department.
Responsibilities
Assisted in forecasting budget expenses for the Customer Service Market
Segments.
Performed statistical analysis on daily activities (inquiries, orders, claims,
samples, count maintenance).
Performed statistical analysis on the daily phone activities (calls accepted
and abandoned, abandoned rate, average agents, average talk time)
Gave first-line technical support to clients for Legal and Professional
division software.
Provided criteria and quotes to clients for Harcourt Brace School division
site licenses.
Performed variance analysis on Market Segment Allocation Report
(transactions, lines, quantity, and revenue).
Created multimedia as well as traditional presentations for new program
development.
Assisted with forecasting as well as traditional presentations for new
business acquisitions.
Customer Service Representative (April 1994 to May 1995)
Successes
Developed a program that reduced the processing time of commercial
invoices from two hours to ten minutes.
Developed a program to control order entry backlog and total hours for
each employee
Responsibilities
Maintained all daily accounts for the Latin American and Caribbean
regions.
Utilized working knowledge of the COPS system to resolve customer
issues including orders, adjustments, backorder manipulation, contracts,
standing order/series, invoice reprints and product inquiry.
Tracked daily departmental activity and reported on monthly overview to
management.
Evaluated work flow for efficiency and recommended changes and/or
improvements.
Answered and entered all telephone orders each day.
Credit Representative (May 1988 to May 1995)
Account representative for major overseas customers in the Caribbean and
Latin America providing both telephone and written communication.
Collected past due balances and maintained resolution of account
problems and disputes.
Accounts Receivable (May 1986 to May 1988)
Maintained and improved daily cash applications.
Processed payments via CRT.
SUN BANK SERVICE, ORLANDO, FL
Overdraft Protection Services Coordinator (September 1985 to May 1986)
Handled the protection services for overdraft accounts of forty branches
in central Florida.
UNITED BIBLE SOCIETY, NEW YORK, NY
Accounting Clerk (January 1980 to September 1984)
Made no standardized journal entries, coded invoices for proper
accounting routing.
Reconciled discrepancies in subsidiary ledgers and made proper
adjustments.
WEBSTER COMPANY, NEW YORK, NY
Bookkeeper (February 1972 to December 1979)
Processed and recorded Webster Company accounts.
Kept daily records of accounts receivable.
Contact this candidate