Customer Service Sales

**** **** ********* *****, ******** Cove TX *****

(C) 254-***-**** (E) ***.****@*****.***

An NFCC Certified Bilingual Credit Counselor/ Trainer/Supervisor with management experience and exceptional people skills. Versed in, statistical data entry and utilizing an automated data processing system. Networking with industry leaders to address Financial Literacy, I am seeking a challenging role with your organization.

Process of obtaining CAC card

Operations management

Proficient in Spanish & English

Reports generation and analysis

Computer Literacy

Financial records and processing

Training and development

Type 60 wpm

11/2017 - Current Z Systems Corporation - Killeen, TX Stock Clerk

Generated inventory reports in with data from a variety of sources, maintaining a 100% accuracy rate.

Resolved inventory issues and shared benefits of new procedures, in assisting Department of the Army soldiers maintain inventory controls. Assisted soldiers in finding stock items. Operated a forklift. Stocked and rotated inventory regularly. Organized and assisted in the consolidation of military classified inventory.

04/2017 - 10/2017 Decor & More - Copperas Cove, TX Marketing Specialist

Implemented and evolved high-impact strategies to target new business opportunities and new markets. Managed all social media programs, including Internet forums, blogs, social networking applications and message boards. Managed the in-house advertising program consisting of print and media collateral pieces. Implemented and evolved high-impact strategies to target new business opportunities and new markets. Recommended and helped customers select merchandise based on their needs. Served as liaison between customers and store personnel. Informed customers about sales and promotions in a friendly and engaging manner. Tracked down sources of special products and services to meet customers' special needs. Trained new employees on company customer service policies and service level standards. Skilled in Microsoft Word, Excel, Microsoft XP Professional, Publisher as well as electronic automation software and hardware.

03/2016 - 03/2017 Transformance - Dallas, TX

NFCC Certified Bilingual Credit Counselor and Financial Coach Analyzed financial information obtained from clients to determine strategies for Rita M. Lopez

Summary

Skills

Experience

meeting clients' financial objectives. Implemented financial planning recommendations. Reviewed clients' accounts and results regularly to determine whether life changes, economic developments or financial performance indicated a need for plan revision. Created charts and graphs to illustrate daily, monthly and annual financial reports. Maintained confidentiality of bank records and client information, made travel arrangements for training events. Skilled in Microsoft Word, Excel, Microsoft XP Professional, Publisher as well as electronic automation software and hardware.

08/2012 - 01/2016 VIPdesk Connect, Inc - Alexandria, VA Brand Ambassador/ Trainer

Managed both inbound and outbound marketing campaigns to generate new business and to support partner and sales teams. Maintained up-to-date knowledge of website policies regarding payments, returns and exchanges. Sold broad range of customized merchandise to individuals and commercial accounts. Trained new employees. Developed highly empathetic client relationships and earned reputation for exceeding sales goals. Achieved high sales percentage with consultative, value-focused customer service approach. Cross-trained and provided back-up for other customer service representatives when needed. Resolved product issues and shared benefits of new technology. Expressed appreciation and invited customers to return to website. Managed quality communication, customer support and product representation for each client. Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax. Skilled in Microsoft Word, Excel, Microsoft XP Professional, Publisher as well as electronic automation software and hardware. Served as the company's only bilingual Spanish/English customer service representative. 10/2010 - 07/2011 The Cleaning Magical Hands Inc. - Copperas Cove, TX Subcontractor

Worked on projects, which provided value to the department, the company, and the client base. Cleaned dormitories, athletic buildings, lab and research areas, academic buildings and office areas. Maintained all janitorial equipment in a clean, safe and operable condition. Operated janitorial equipment properly and safely. Completed move-outs, private homes, new construction, commercial buildings and intense cleaning as well. Traveled to and from work sites in a timely manner.

02/2008 - 11/2009 GC Services LP - Copperas Cove, TX Bilingual Quality 1st Coach/ Trainer

Offered specific training programs to help employees maintain and improve job skills. Developed training program for specific, assigned job tasks, including English, and Spanish inbound and outbound calling queues. Designed and created daily lesson plans for activities. Instructed through lectures, discussions and demonstrations in Call control, empathy and policies and procedures utilized. Conducted one-on-one tutoring for new users in call metrics and coached for quality calls for the English and Spanish speaking representatives. Drafted more than 30 job aids for 2 departments. Organized and presented 120 hours of hands-on activities. Skilled in Microsoft Word, Excel, Microsoft XP Professional, Publisher as well as electronic automation software and hardware.

10/2007 - 01/2008 ACS - Austin, TX

Lead Transcriptionist/ Trainer

Thoroughly investigated past due invoices and minimized Number of unpaid accounts. Accurately entered procedure codes for Lonestar Program for 16 states, and reconciled Mastercard and Visa transactions to balance reports during a monthly cycle into billing software. Acted as a liaison between the business department, billers and third party payers in resolving billing and reimbursement accuracy. Received, organized and maintained all coding and reimbursement periodicals and updates. Posted charges, payments and adjustments. Efficiently performed Lonestar verification and pre-certification and pre-authorization functions. Offered specific training programs to help employees maintain and improve job skills.

09/2006 - 09/2007 Sprint - Temple, TX

Bilingual Customer Retention Specialist

Developed highly empathetic client relationships and earned reputation for exceeding sales goals. Achieved high retention percentage with consultative, value-focused customer service approach. Sold broad range of customized merchandise to individuals and commercial accounts. Resolved product issues and shared benefits of new technology. Managed quality communication, customer support and product representation for each client.Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders. Determined and maintained best practices to ensure client retention in a bilingual capacity.

10/2004 - 09/2006 Convergys Corporation - Killeen, TX Bilingual Customer Service Rep

Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges. Excelled in exceeding daily credit card application goals. Developed highly empathetic client relationships and earned reputation for exceeding sales goals. Regularly sought opportunities to up sell and add on additional merchandise. Kept abreast of rapidly evolving technology. Recommended, selected and helped locate products based on customer needs and desires. Assisted Spanish speaking clients in a bilingual capacity.

11/2003 - 04/2004 IRS - Austin, TX

GS-5 Bilingual Tax Examiner

Reviewed all tax returns prepared by individuals and business entities for any discrepancies. Supplied detailed tax documentation needed to submit accurate taxpayer returns. Collaborated extensively with auditors within the department for preliminary and year-end audit processes. Revised and streamlined inefficient work procedures with automation software. Performed clerical, record keeping, and administrative support. Scheduled appointments, maintained charts, files and records providing information to the general public concerning their accounts. Responded to taxpayer inquiries, via fax, email and mail. Utilized IDRS computer system. Transcribed documents from a variety of sources (such as handwritten notes, audio recordings, ensuring transcribed documents were complete and accurate. Performed administrative duties (e.g., drafting correspondence, memorandums, taking meeting minutes, utilizing office automation software, receiving calls to taxpayers. 11/2001 - 06/2003 IRS - Austin, TX

GS-4 Tax Examiner

Reviewed all tax returns prepared by individuals and business entities for any discrepancies. Supplied detailed tax documentation needed to submit accurate taxpayer returns. Collaborated extensively with auditors within the department for preliminary and year-end audit processes. Revised and streamlined inefficient work procedures with automation software. Performed clerical, record keeping, and administrative support. Scheduled appointments, maintained charts, files and records providing information to the general public concerning their accounts. Responded to taxpayer inquiries, via fax, email and mail. Utilized IDRS computer system.

11/2002 - 07/2003 IRS - Austin, TX

GS-3 Tax Examiner

Reviewed all tax returns prepared by individuals and business entities for any discrepancies. Supplied detailed tax documentation needed to submit accurate taxpayer returns. Collaborated extensively with auditors within the department for preliminary and year-end audit processes. Revised and streamlined inefficient work procedures with automation software. Performed clerical, record keeping, and administrative support. Scheduled appointments, maintained charts, files and records providing information to the general public concerning their accounts. Responded to taxpayer inquiries, via fax, email and mail. Utilized IDRS computer system.

12/1999 - 12/2000 YMCA - Louisville, KY

Aquatics Fitness Instructor

Provided onsite aquatic fitness routines in heated and cool pools. Planned and executed aquatic fitness routines. Trained incumbent aquatic instructors. Ensured the safety of YMCA patrons while patrons were swimming and participating in aquatic fitness routines. Established obstruction free pool areas for patrons. Maintained licensure as a Professional Lifeguard and Professional Rescuer. Central Texas College - Killeen, TX, United States Bachelor of Arts: General Studies

4.0 GPA

Western Kentucky University - Bowling Green, KY, United States Philosophy/ Religion

3.0 GPA

Education and Training

Activities and Honors

License-Texas General Lines Life Accident and Health Agent 10-30-2007 CPR/First Aid Certification 08-31-2008

Professional Lifeguard Certification 8-31-2008

Certified in CPR and AED for Professional Rescuer 8-31-2008 Physical Therapy Aide Certification 6-22-2010

NFCC Fair Credit Reporting Act Certification 4-6-2016 NFCC Certified Financial Coach 5-23-2016

NFCC Certified Consumer Credit Counselor 6-28-2016 NFCC Housing Certification 8-5-2016

NFCC Student Loan Certification 11-30-2016

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