Pedro Quintana

**** ***** *** ***. ****

New York, NY 10035

646-***-****/ 347-***-****

ac3b1q@r.postjobfree.com

OBJECTIVE

To obtain a position offering the opportunity to build upon my experience and skills, as well as offer the opportunity for growth and challenge. I have more than 10 years of successful Experience in general customer service and support with recognized strengths in problem solving and trouble-shooting, staff support, and planning/implementing proactive procedures and systems.

RELEVANT ACCOMPLISHMENTS

03/11-06/16 Customer Service Supervisor

Emblem Health, New York, NY

• Worked with representatives, customers, and upper management in assisting the department in reaching its goals.

• Provided feedback to employees regarding job performance and used the appraisal process to determine training needs.

• Required empathy, problem-solving skills and multitasking ability daily.

03/09-03/10 Office Manager/DEP

Kentrel Corporation, Bronx, NY

• Managed 8 customer service professionals in a small call center.

• Provided home office with individual reports and feedback.

• Responsible for more than 830,000 individual and corporate accounts in Manhattan, Bronx, Queens.

07/08-12/08 311 Operator/Customer Service Rep

311/King Teleservice, Brooklyn, New York

• Provide the public with access to NYC Government services & information.

• Helped agencies improve service delivery by allowing them to focus on their missions and manage workload efficiently.

• Provided insight into ways to improve city government through consistent measurement and analysis of city wide services.

04/05-09/07 Customer Service Rep/Clerical

Woodwind & Brasswind, Brooklyn, NY

• Resolved customer service issues/support tickets via e-mail.

• Created correspondence/follow-up letters for current customers.

• Handled client inquiries regarding orders, tracking, and billing. 01/00-12/04 Customer Service Representative

Citizens/Frontier Telephone, Rochester, New York

• Helped customers with inquiries about local telephone service.

• Handled billing issues and maintained Internet services.

• Consistently met and exceeded sales expectations and quotas. EDUCATION & TRAINING

I am bi-lingual, speaking, reading, and writing fluent Spanish. I am also knowledgeable in a Microsoft Windows environment(Excel/Word/Outlook). SUNY: Monroe Community College Rochester, New York Associate of Applied Science in Criminal Justice 1992-1993

• Earned credits toward degree.

Upstate Career Institute Rochester, New York

• Certification: Private Security 1993

REFERENCES AVAILABLE UPON REQUEST

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