Customer Service Sales
Resume:
Laura Beth Gonzalez, BA
Budd Lake, NJ 07828
(Home) 862-***-****, (Cell) 973-***-****
****************@*******.***
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