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Customer Service Manager

Los Angeles, CA
September 10, 2018

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Jorge Cotero

**** ******** ***

Santa Fe Springs CA 90670



To obtain a position that will utilize my skills and experiences to its maximum efficiency


8/12 – 4/17 Promoted to Funding Department Supervisor

Skyline Security Management, Downey CA

-Supervised a staff of 10 via mid shift safeguarding that all incoming agreements are audited and processed on a daily in a timely matter to ensure that deadlines are met

-Delegate daily job responsibilities to staff which is required to be completed by shifts end. Once completed, staff provides an excel sheet confirming task has been fulfilled.

-Updating and maintaining master log of companies purchased accounts for purpose of inventory and payroll distribution.

-Exporting daily purchased/declined reports via excel to provide accurate statistics distributed to Administration.

-Perform various office duties such as answer multi line phones, email, set schedules for staff meetings, create agendas for meetings, scan and upload all incoming agreements via drop box.

-Ensuring all clients confidential information is filed and secured.

-Conducting interviews and reviewing resumes’ alongside Human Resources to ensure prospective candidates has the required qualifications entailed by the hiring department.

-Maintain all employee files for the funding department. Provide reminders to manager regarding upcoming annual reviews for staff.

-Manage and approve all employee’s time sheets via paychex website on a daily basis. As well as provide requested time off forms to manager and HR for approval.

8/14-8/15 Funding Agent

Skyline Security Management, Downey CA

-Audit daily assigned accounts in a timely manner to meet submission deadline

-Upon audit if any documents are incomplete, Sales Representative is notified to return and complete document.

-Verify technician sent all signals for each device installed in the home/business via website.

-Input all data required to send completed docusign agreement to customer or Representative.

-Log in all accounts submitted for purchase via excel sheet as well as shared Google docs.

-Email daily reminders to all offices nationwide utilizing the drop box application requesting all docs be uploaded on a daily basis to avoid funding delays.

-Input all billing information (checking & credit card) to ensure 1st months payment is drafted via the Orion website.

-Provide paperwork training to all incoming sales representatives on how to properly fill out sales agreements.

8/13-8/14 Promoted to Customer Service Supervisor Customer Service (Evening Shift)

Skyline Security Management, Downey CA

-Provide support to all customer service agents when calls are on the cue.

-Delegate daily job responsibilities to select customer service agents

-Provide daily report at days end to document all job tasks assigned have been completed.

-Update daily follow up list for Morning Shift Customer Service Supervisor

-Update all employee files

-Assist with hiring process as well as assist Customer Service Manager with all potential employee interviews

-Assisted with creating the customer service script in English and Spanish.

8/12-8/13 Customer Service Representative

Skyline Security Management, Downey CA

-Answer multi line phones.

-Run credit on two separate credit bureaus (Experian & Equifax)

-Verify potential customers home ownership via US Title search website

-Input all customer personal data to create customer’s accounts via the Engarde website

-Register Verizon Cell Radios for technicians out on the field via the website

-Input all zone descriptions provided by tech to activate the security system.


06/09 – Present Freelance Certified Massage Therapist

-Volunteered as the Physical Trainer for Garfield High School

-Manage all appointments and inquiries regarding massage therapy sessions

-Perform variance forms of relaxation massage for incorporating deep tissue, sports therapy, shiatsu and Swedish massage as needed.

-Maintain the highest form of professionalism and hygiene at all times

-Demonstrate excellent communication and listening skills.


2009-2011 National Polytechnic College Commerce, CA

-Certificate of Completion

-Graduated top of class

1997-2001 James A. Garfield High School Los Angeles, CA



-Bilingual in Spanish and English (R-W-S)

-Proficient in 9 Spa Style Massage Techniques

-Type 45 WPM

-California Certified Food Handlers License


Available upon request

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