Customer Service Computer Science

WAGNER M. GUDIEL

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

LA PUENTE, CA 91746

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

Objective

My objective is to become a gainfully employed individual and contribute to society by working, paying taxes and serving my community when asked or an opportunity is available. My goal is to find work in the customer service field or administrative clerical work within a company's administrative office.

Ability Summary

In my most recent employment I worked with the public and provided excellent service in my interaction with customers. I believe that customer service is a skill that one works on all the time, sometimes changing some aspects of this skill to better serve a customer. In my experience as a customer service associate sometimes thinking outside the box helps me see things in a different perspective. Sometimes being more thorough or less technical in explaining a certain process to a customer comes in handy and aids in effort to better serve a customer or patron.

Individually I think we all have an idea as to what working hard is. Working hard to me means being able to analyze a situation and produce work that is on par with what is expected from an employee and going beyond these goals to make yourself an asset to your employer. This is an ability I believe I poses and that along with my other strengths sets me apart from others. In previous employments I have always been praised for my diligent work and positive demeanor.

As an Administrative Clerk with the Los Angeles Public Library and the Los Angeles Fire Department I have learned and worked with different information systems. Currently I hold an Associates Degree in Computer Science. I have also updated my work skills by pro-actively searching for instructional material in the use of current Microsoft Suite applications.

Employment History

Administrative Clerk

01/2017 - 05/2017 Los Angeles Fire Department 201 N. Figueroa, Los Angeles, CA

General job duties included answering phone calls regarding department confirmations for inspection appointments, answering questions regarding fees charged for service, as well as settling some disputes regarding fees and refunds. Other duties included answering e-mail inquiries regarding fire life safety questions, and other general questions that were either about the fire department web page or other specific questions beyond my scope of work which required help from co-workers. I assisted these customers by directing them to the correct department for assistance.

In office tasks required using department e-mail to correspond with other units regarding departmental responsibilities such as creating excel spreadsheets for logging general information requested of department for administrative use. Within the same scope of work used copy machines and printers to interface with Internet messaging service in sending out e-mails with or without attachments to expecting recipients, also processed documents of personal and sensitive nature by scanning them and preparing official documents to be submitted to Fire Department Admin. for approval.

Other in office tasks required ordering supplies for general office use as well as distributing incoming mail and processing outgoing mail. Software used included applications/programs available through Microsoft Office Suite, such as Excel, Word, Power point, and Outlook as well as using most of the applications/programs available through Google like Google Calendar, Google Sheets, Drive Storage System through Google, and Google Docs.

Administrative Clerk

02/2011 - 01/2017 Los Angeles Public Library Los Angeles, CA

Main duties at the Los Angeles Public Library included greeting patrons, answering their questions either on the phone or when they visit the library, as well as assisting them with the check-out of books, DVDs, CDs and other media offered through the library. Other duties involved helping patrons locate material/s for use by checking intranet to place a hold for items to have them picked up at their home library. Other tasks involved taking payment for fees assessed on their account for pass due fines, lost media fees, and lost card fees. Additional tasks involved clerical responsibilities such as processing new applications, updating patron information on file, helping with the return of books, flagging damaged media and books, and working on projects assigned by supervising Librarian.

Call Center Customer Service Rep.

07/1999 - 12/2003 Metro One Irwindale, CA

Within a Call Center environment duties at Metro One involved assisting customers with request for listings, meeting company goals set up for floor reps. of 150 calls a day, assisted customers in a friendly and efficient way, provided customers with credits when they called back for another listing due to wrong number given by previous rep., also asked for help when needed, maintained a clean work space for other reps to use when work day ended. Other tasks involved assisting supervisors on small projects.

customer service/collections representative

01/2000 - 06/2001 Sparklets Water Pasadena, CA

Within a call center environment assisted customers on inbound calls for service on their water account. Answered question regarding next delivery date, amount owed on account, helped customers reconcile accounts to continue interrupted service, communicated with water reps. to ok accounts for delivery of water, followed up with customers regarding their account to ensure they were getting service, was proactive in making arrangements with customers to help get accounts on credit card payment schedule so service would not interrupted. In this scope of work provided excellent customer service to the customers, coworkers, and field supervisors.

Outbound calls consisted of calling customers that had accounts past the 90 day mark for past due accounts. Upon contact with customers continued to either advise route representative to pick up equipment that was set up at start of service or spoke to new tenants in an effort to set up service.

Education and Training

Completion Date Issuing Institution Location Qualification Course of Study

01/2105 California State University, Los Angeles, CA On-going Undergrad -- Engineering

09/1995 Los Angeles Trade Tech. College Los Angeles, CA Associate's Degree computer science

06/1991 North Hollywood High North Hollywood, CA High School Diploma General High School

Additional Information

References Available on Request

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