Customer Service Sales

Laura Beth Gonzalez, BA

** ******** ***

Budd Lake, NJ 07828

(Home) 862-***-****, (Cell) 973-***-****

abtsx8@r.postjobfree.com

OBJECTIVE

A problem solver & trouble shooting professional with a team player work ethic. Highly

motivated, time managed person seeking to secure a long term position, where my skills

can be utilized for the betterment of the company.

EXPERIENCE

Xerox, Little Falls, NJ

Health and Welfare Representative 04/13 Present

Responded to telephone inquiries and complaints using standard scripts and procedures

Gathered information, researched/resolved inquiries and logs customer calls.

Communicated appropriate options for resolution in a timely manner.

Informed customers about services available and assesses customer needs.

Provided functional guidance, training and assistance to lower level staff.

Provided assistance, training and troubleshooting support to lower level staff

Cable and Communications, Newark, NJ

Customer Support Representative 08/10 04/12

Explained customer bills, payment issues and handle billing disputes consistent with

Cablevision standards

Responsible for providing customer service support on Cablevision products

Real time including, but not limited to: working simultaneously with multiple software

applications; immediate/direct keyboarding into customer service information systems;

consistently following up on promises and commitments in a timely manner

Provided routine customer service billing support including, but not limited to: explaining

billing statements to customers, taking customer payments for service, handling collection

issues, pro rates, issuing credits, handling changes of service, confirming appointments,

and as required, perform basic troubleshooting procedures

Bank of America, Mt. Arlington, NJ

Personal Banker 09/06 02/09

Offered and sold financial products and services to both large and small business customers

Established, developed, retained, and developed long term relationships with current and

potential customers in the community

Opened deposit accounts, handled loan applications and customer service requests, etc…

Supported other sales associates as needed

Performed senior teller functions when assigned to in store locations

Bank of America, Mt. Arlington, NJ (con’t)

Teller Operational Specialist

Coached and trained the teller team to process transactions accurately, efficiently, and in

accordance with established policies and procedures

Assisted both teller and associates by using in depth policy and procedure knowledge to

handle more complex transactions and issues

Ensured day to day operations of the banking center and compliance with federal

regulations

Provided input to Banking Center Manager on teller recruiting and performance

Provided tellers with subject matter expertise on complex transactions and issues

Processed transactions accurately and efficiently to build customer confidence and trust,

based on established policies and procedures

TD Bank (Commerce Bank), Roxbury, NJ

Customer Service Representative 08/05 09/06

Opened and cross sold accounts and related services, interviewing loan applicants, and

solved customer problems

Exceeded service goals by minimizing customer wait times and accurately and efficiently

servicing customers

Sears Roebuck and Company, Wharton, NJ

Support Specialist 09/03 12/04

Supported sales reps in opening new accounts and upgrading existing service

Quickly and effectively solved customer challenges

Maintained quality control/satisfaction records, constantly seeking new ways to improve

customer service

SYNOPSIS OF ACHEIVMENT

My experience has rewarded me with the ability to proactively plan and implement

procedures to the best of my capacity. With my experience in supervisory skills, problem

solving, trouble shooting and planning, I have been able to assist my employers with an

increase in productivity as well as customer satisfaction.

EDUCATION

Centenary College, Hackettstown, NJ

Graduation Date: January 2006

Bachelors in Arts (Psychology)

Minor: History

County College of Morris, Randolph, NJ

Graduation Date: January 2003

Associates in Arts (Liberal Arts)

SKILLS

Excellent working knowledge using: Microsoft Office 2003, 2007 & 2010. Ability to train,

motivate and supervise customer service employees

Excellent references furnished upon request

Contact this candidate