Customer Service Administrative Assistant

NOELIA VILA

954-***-**** – Email:******@*****.***

HIGHLIGHTS OF QUALIFICATIONS

Over Fifteen (15) years delivering excellence in the customer service.

Coach, motivate and supervise a team of 18+ customer service representatives.

An excellent communicator and passionate leader with a demonstrated ability to develop and motivate others, team building, creative thinking, decision-making, multi-tasking, problem solving, attention to detail and time management.

Consummated leader with the ability to empower, engage, motivate, evaluate and manage team members individually and as a group.

Management, staff training and development, performance management evaluation, real estate, merchandising, logistics, payroll utilization, and financial data analysis.

Develop a proven method for the training of employees in customer resolution regarding telecommunications such as basic wireless issues, Bluetooth, billing and service contracts.

Establish and champion a learning environment that focused on lessons learned, new product introduction, handling customer objections and corporate expectations.

Leads by example in word and deed.

Embraces change and fosters a positive organizational and working climate.

RELEVANT PROFESSIONAL EXPERIENCE

Senior Storage Specialist/District Trainer, Storage Post Self Storage LLC. (2014-2017)

Responsible for delivering, evaluating, and continuously improving performance metrics and training staff members on specific business policy/procedures and customer service strategies.

Present ideas, concepts, issues, and training strategies in a well thought out, positive, and professional manner.

Work closely with District Managers and Lead Specialists to make certain that the entire customer experience is excellent end to end.

Execute company mission statement: to embrace each opportunity to delight customers with exception storage solutions.

Meet and maintain monthly revenue goals, audit daily documents, code and approve invoices, contact delinquent customers to request payment.

Use internal systems to rank financial results, create and monitor budgets, and daily and monthly goals.

Respond to customer issues and concerns in a timely manner.

Complete the company required paperwork and correspondence on a timely basis.

Property Manager, Best Florida Storage (2011-2013)

Directly in charge of a Self Storage facility and overall management accountability

Maintaining financial controls and achieving financial goals by accurately handling cash and balancing receipts, and making collections, posting payments and processing daily bank deposits accurately and timely.

Meet and maintain sales objectives and revenue growth through maximizing conversion of telephone and walk-in inquiries into rentals.

Works with team to administer renewal program and works to maximize tenant renewals.

As required, inspects units, and property to insure adherence to property standards.

Works with maintenance team to insure that units are maintained according to property objectives.

Organize and maintain filing systems (hard copy and electronic); accurately classifying, sorting and filing documents required in connection with auction proceedings.

Completes, as necessary, all required paperwork for all liability, workers' compensation and property insurance claims.

Works with on-site staff to insure that tenant issues are dealt with in a timely manner and that proper follow-through is done.

Pier Agent, Holland America Line Shore Services (2010-2011)

Meet and greet departing and arriving cruise line guests.

Review guest travel document to meet government travel requirements and input the information accurately into computer systems.

Provide services to all cruise guests to ensure a smooth and timely disembarkation/embarkation and transportation process at the cruise ship terminal.

Transaction Monitoring Manager, AT&T Mobility (2009-2010)

Interacted and coordinated with Client/Team Leaders/Operation Managers across all accounts to share best practices and ensure consistency.

Responsible for day-to-day operations and supervision of non-exempt work groups.

Assist with interpreting policies, regulations, and programs in a manner conducive to company goals.

Provide operational trending data reports to internal and external sites.

Responsible with the development of Quality Evaluator staff team.

Supervisor, Comcast Cable (2006-2008)

Develop, motivate and assist a team of Customer Account Executives in its technical/billing call center.

Monitor and coach employee's performance towards career goals.

Review transactions and provide feedback to team.

Superior leadership, communication, interpersonal and customer service skills.

Trainer-Team Lead/ Administrator/Assistant, Time Warner (2005-2006)

Provided specialist training in either the classroom or on-site.

Prepare all training materials for classroom or on-site training.

Provide one on one coaching if necessary.

Responsible for the entire learning process.

Evaluate program objectives make them measurable and determine the overall results.

Prepare, plan, organize and direct a wide range of training activities and documents.

Scheduling and setting up conference rooms meetings, and sending reminders.

Encourage excellent performance of team and evaluate them in order to promote or redirect their talents.

AT&T Cingular Customer Service Representative (2001-2004)

Provides customer satisfaction through effective and timely resolution of a variety of customer inquiries.

Handled basic customer wireless, residential, international issues regarding telecommunication/contract concerns.

Assisted customer, along with direct/indirect retail dealers.

Demonstrate positive and cooperative behavior with customers and co-workers.

Used automated and training tools provided to deliver exceptional customer service.

SKILLS

Bilingual (Read, write and communicate proficiently in English and Spanish)

Details Oriented; Organizational Skills;

• Strong written and oral communication and presentation skills.

Strong interpersonal skills with the ability to engage a group and motivate change.

Desktop Publishing; Time Management skills

Demonstrate leadership skills, including creativity, integrity, sound judgment, initiative, empowerment, and flexibility.

MS Office: Word, Excel, Power Point, Access and Outlook

Type 60 wpm, proficient in 10-key skills

EDUCATION

2008 - FL Annuity & Life Insurance, State License

2001 - 2002 Florida Metropolitan University Sunrise, FL

Associate in Business Administration

1996 - 2000 McArthur High School, Hollywood, FL

1999 - 2000 Hollywood Hills High School, Hollywood, FL

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