Manager Customer Service
Resume:
Omar Carrasquilla
*** *. ****** ******, *********, PA 18109. ********@*****.***
Summary
Experienced, motivated and detail-oriented Project Manager with laser focus on the completion of projects within budget, on time and to the customer’s utmost satisfaction. Motivated Human Resource Talent Acquisition Recruiter with excellent communications skills with both outside and internal customers. Experience in Information Technology Software installation, training and deployment.
Qualifications
Extensive knowledge of Salesforce.com (SFDC) user and administrator perspective.
Business Analyst requirement information gathering.
Project Management job skills.
Excellent communication skills, particularly in the area of establishing relationships within teams and providing communications and documentation.
Excellent organizational, multitasking and problem solving skills.
Meticulous data gathering and data analytical process.
Data Analysis / Data (Bulk) Import and extract.
Experience
February 13, 2017 – December 15th, 2017
Travel Impressions
Lehigh Valley, PA
Group Support Consultant
Project managed Travel Impressions’ (TI) travel agencies bookings.
Managed all client’s documents via Salesforce.com and MS Cloud 365 SharePoint.
Responsible for managing TI’s agency clients’ travels within Salesforce.com.
Responsible for consolidating cases by verifying agent and passenger’s Travel contracts.
Created Salesforce.com cases based on incoming communications i.e. inbound calls, emails.
Createdd and updating customers and agent’s travel room Itineraries / contracts.
Managed client travel agencies bookings, by updating their vacation travel Itenararies (rooming list)
Responsible for balancing travel agencies’ financials for every incoming travel request, any deviations, additions or reductions are processed and confirmed with the vacation Resorts.
Experience
June 2015 – December 31st, 2016
FedEx Ground (Kelly Services)
Lehigh Valley, PA
et Resource Recruiter (Talent Acquisition)
Responsible for field recruiting for 5 stations.
Reached out to various institutions: Colleges, Universities, Churches and shelter organizations.
Set up and host FedEx job fairs.
Increased recruitment candidates up from previous recruitment campaigns.
Provided weekly updates and calendars of upcoming job fairs and events.
Experience
August 2014 – May 2015
Dun & Bradstreet (Hired by Matrix)
Center Valley, PA
Project Manager / Business Analyst
Negotiated with each country leaders to deploy Salesforce.com for Dun & Bradstreet’s Latin America Sales markets.
Gathered up all local requirements, created and provided Business Requirement Document.
Developed Project Plan for all participants and Business Partners.
Provided weekly high level business update of project.
Assisted in configuring the application via back-end User Interface (UI) design.
Data Import analysis (Sandbox/production environments).
Post UI user training.
Experience
June 2013 – August 2014
Lutron Electronics (Relevante Consultant)
Coopersburg, PA
Salseforce.com Master Data Administrator
Administrator for Salesforce.com (SFDC) Customer Relationship Management (CRM).
Provided day-to-day end user support and assist user with proactive best practices to enhance and increase their knowledge of Salesforce.
Maintained security, including overseeing user roles and profiles, security settings, access settings.
Provided Master Data management mass uploads, created and cleaning up of reports dashboards, de-duping accounts, contacts and leads in SFDC.
Partnered with SFDC developer for any technical changes within SFDC profiles.
Created and maintain documentation on use and flow of video and training materials.
Administered the installation and ongoing maintenance of third party software.
Worked and partnered with company’s IT department on ongoing resolutions of organization’s SFDC users.
Experience
June 2011 – January 2013
Dun & Bradstreet
Center Valley, Pa
Customer Training Specialist (Temp Assignment, Dun & Bradstreet)
Managed and provided training to several post implementation accounts
Utilized Salesforce.com (SFDC) to manage and keep track of training accounts.
Trained customers on DNBi Risk Management (certified).
Provided Post Training to all accounts.
Proficient on DNB360 (SFDC), Microsoft Live Meeting.
Followed up with post training via Phone/Email.
Redesigned NAI pre-recorded training classes.
Provided new look on all customer facing pre-recorded training classes (recording/Post Production)
In-charged of team’s intranet site
Experience
November 2009 – February 2011
Dun & Bradstreet (Kelly Services)
Center Valley, Pa
Project Manager (Delivery Consultant) RMS Delivery, D & B (Temp Assignment)
Managed several high profile projects.
Provided and ensure goals and expectations are met.
Achieved increased efficiency on delivery projects.
Provided an effective process to accounts assigned to me.
Dealt with client’s contracts specifics, made sure were aligned with D&B policies and procedures.
Managed all aspects of Delivery on all accounts in SalesForce.com (SFDC)
Proficient in MS Office 2007 (Word, PowerPoint, Excel, Outlook), MS Visio, Project
Strong Attention to Details, Multi-Task Management
Experience
March 2008 – October 2009
Dun & Bradstreet (Kelly Services)
Center Valley, PA
Customer Research Manager /Post Sales Service, D & B (Temp Assignment)
Managed, administered and follow up on customer service related calls and e-mails.
Provided mid-level service to both internal and external customers i.e. domestic and international order reports, billing adjustments.
Provided service satisfaction by employing a favorable outcome within a quick turnaround time.
Created and manage cases via SalesForce.com, and routing to an appropriate team for resolution
Dealt with client’s contracts specifics and made sure were aligned with D&B’s policies and procedures.
Created policies and procedures for Front Door Best Practice team
Offer technical software knowledge, by providing best practice in Salesforce.com
Managed, coordinated and implemented new projects with other leaders on behalf of team
Experience
April 2001 – June 2007
SONY/BMG Music Entertainment
New York, NY
Audio Library Operations Manager
Managed audio studio production and mastering labs, research and archive masters departments,
Managed private and company audio inventory, and storage facilities
Supervised/ managed all customer service related email and calls for various project requests.
Provided overall supervision to audio/video recording/mixing and mastering rooms
Administrated PC/Mac user information of audio department personnel
Contributed with MIS into improving/expanding and the merging of Sony/BMG’s Intranet
(Citrix applications) Master Tape Library System (MTLS) features
Serviced, maintain and purchase audio/video stock merchandise
Managed, maintenance of catalog and placement of masters
Day-to-day client interactions with producers, A&R, Legal, Licensing and company subsidiaries
Restructuring of video department, improving effectiveness and service level
Experience
August 1999 – March 2001
Unique Recording Studios
New York, NY
General Studio Manager
Responsible for managing client scheduled sessions and expenditure
Maintained catalog of master audio recordings of clients
Provided in-house PC Network maintenance and troubleshooting
In-house audio engineer
Experience
April 1997–March 2001
Federal Express Corp.
New York, NY
Senior Service Agent
Processing of all incoming and outgoing freight on a timely basis
Assisting management in time management of team
Serve as supervisor on opening branches and training personnel
Generate daily shipment and consignment reports
Troubleshoot computer equipment
Experience
August 1991–August 1998
Cole / Clivilles Music Ent.
New York, NY
Assistant Manager/House Audio Engineer
Artist scouting
Supervise and oversee stage sound and video productions
Coordinated artist engagements with venues and promoters
Coordinated radio and TV appearances, and interviews
Coordinated travel arrangements and accommodations
Coordinated and issued of contracts, invoices and accounts receivable
Assist in scouting talent and negotiation of recording contracts
Tour manager for all of companies’ groups
Recorded, Mixed and Edited project records for Production Company.
Tour Manager for: Seduction and C&C Music Factory.
Education:
New Horizons CLC – Completed
(MCP) Microsoft XP Certified Professional
December 01, 2003 – August 2004
Business Management
September 1983–May 1985
Liberal Arts Communications Audio/Visual Media
Network Admin Cert
University of Phoenix
CUNY BMCC
Bethlehem, PA
Online Course
New York, NY
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