Customer Service Manager

URSULA BEHR

**** ** ***** *** ******* Florida ***23

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

Phone 954-***-****

EDUCATION

B.A., Linguistics. Universidad Nacional Mayor de San Marcos, Lima-Perú. August 1998

Assistant Administration. Leonard Euler Institute, Lima-Perú. April 1996

Spanish: native competence. English: near native. Portuguese and

Italian: limited competence.

MS Office: Word, Excel, Outlook, PowerPoint.

WORK EXPERIENCE :

CUSTOMER SERVICE

Air Canada, Fort Lauderdale Airport, Hollywood, Florida 2015 – 2016 ……

Checking customers for flights and luggage in.

Boarding flights at the departure gate.

Meeting arriving flights.

Assisting customers with claims for delayed or damaged baggage, responding to customer inquiries.

Providing general customer assistance, complying with all safety procedures and station policies.

Providing accurate gate, flight arrival and departure information, as well as answer general inquires

Assist special needs passengers, resolve customer complaints and other duties as delegated.

Maintain thorough knowledge and handling of unaccompanied minors, law enforcement officers, Hazmat, and airfreight acceptance guidelines.

Communicate clearly and accurately with customers as well as ground and aircraft personnel.

Miscellaneous duties as assigned by Manager and Supervisor. Conduct other duties as assigned

State Wide Appeal, San Antonio, Texas. 2013-2014

Incoming calls in both English and Spanish from potential donors to aid various organizations. Leader of call agents in Spanish.

Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

Fulfills requests by clarifying desired information; completing transactions; forwarding requests. Answers inquiries by clarifying desired information; researching, locating, and providing information.

Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.

Alorica-Direct TV, Cutler Bay, Florida. 2011-2013

Building Relationships.

Answer Incoming calls from former customers reporting issues with their accounts or reconnection problems.

Sales to potential returning account holders and recruiting new customers Monitoring queue (QA) calls to determine whether call agents follow or not the company’s script.

Maintains call center database by entering information.

Keeps equipment operational by following established procedures; reporting malfunctions.

Updates job knowledge by participating in educational opportunities. Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Customer Focus, Data Entry Skills.

Listening, Phone Skills, Verbal Communication.

Problem Solving, Be a Multi-tasking person.

The Check Cashing Store Financial, Fort Lauderdale, Florida. 2007-2010

Responsible for handling customer transactions at banks, including asking deposits, disbursing cash, opening accounts, and investigating fees. Help customers fill out deposit and withdrawal slips.

Validate the deposit slip and stamp it by machine.

Process routine account transactions.

Open checking accounts and help customers fill out deposit and withdrawal slips. Use adding machine.

Receive checking and savings deposits: verify cash and endorsements.

Receive proper identification for cash back and issue receipts of deposit.

Examine checks deposited and determine proper funds

Help customers one to one, via phone and/or via social networks

Keeping track of calls frequency and network communication.

EDUCATION

Private Spanish Teacher, Lima- Perú, San Antonio Texas, Broward, Florida 2005 ---

Conducts individualized tutorial sessions for students with academic deficiencies, determines what skill areas require additional assistance.

Designs and implements exercises and activities to facilitate student's academic improvement.

Maintains all records required to document student’s academic progress. Determines student's needs for assistance in other areas such as counseling and refers as necessary.

Knowledge of teaching techniques and academic programs.

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