Customer Service Manager

Joaquin Liguas Jr

**** ********* ** *** **, Brooklyn, NY 11225 C: 347-***-**** *********@*****.***

Professional Summary

Highly ambitious manager with 12+ years of customer service experience in Publishing and Transportation Industries; seeking Confidential Investigator position with New York City to exceed goals and company expectations.

Skills

Data management

Strong verbal communication

Team leadership

Research and due diligence

Training and development

Customer service expert

Conflict resolution

Client assessment and analysis

Process implementation

Effective problem solver

Process improvement specialist

Microsoft Outlook, Word and Excel

Work History

Merchant Service Representative, 10/2013 to Current

CMT GROUP – Long Island City, NY

Respond to all customer inquiries and complaints via phone, fax, mail, or e-mail to over 30,000 drivers in 75 cities

Negotiate contracts and detail all information regarding legal responsibilities and obligations to medallion owners

Facilitate enrollment of over 4,000 drivers in NYC in CMT debit card program over course of 5 years

Compile marketing assets for promotional events to increase customer base by 10%

Intervene and mediate disputes between medallion owners, drivers, merchant service reps, and banking facilities

Train merchant service representatives regarding usage of CMT online customer service portal and task-specific requirements

Utilized on-line customer service portal to analyze and amend monetary issues totaling over $750,000 monthly

Conduct collection activity on active and inactive accounts in company

Research and rectify issues regarding monetary deposits made to accounts of drivers and owners

Tech Support/Customer Service Manager, 02/2006 to 08/2013

Viva Media – New York, NY

Ensured swift resolution of customer issues to preserve customer loyalty while complying with company policies

Resolved average of 600 inquiries via telephone or e-mail in any given week and consistently met performance benchmarks in all areas

Pioneered auditing system that itemized and separated products from least problematic to most problematic

Supervised and trained 6+ customer service representatives in helping customers with technical issues

Overhauled F.A.Q documents and updated new resolutions on company website for current and future customers

Performed compliance testing and reported bugs found in game development phase

Arranged refunds/exchange for customers who required it

Managed, arranged, and organize transfer of over 100 game builds and marketing materials to several Digital Distribution platforms

Education

BBA: Marketing Management, 1/2008

Bernard Baruch College (CUNY) - New York, NY

Additional Information

Proficient in Spanish

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