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Customer Service Representative

Albuquerque, NM
March 27, 2019

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Jennie Olivas

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

Albuquerque, New Mexico 87121


OBJECTIVE: Creative, friendly, bilingual, positive person seeking a position. Looking for future advancement in a dynamic company that appreciates loyalty and promotes from within. EDUCATION:

Associate of Applied Science in Accounting - Aug 2007- Aug 2010 Central New Mexico Community College (formally TVI) GPA 3.8 Areas of Study: Accounting 1111, Accounting 1109, Reading 0950, BA 1121, Accounting 1112, Accounting 1120, BA1131, IT1010, ENG 0950, BA 1101, Accounting 1210, Accounting 1140, Access 1810 Financed through Pell Grant, Student Loans and personal income Graduate:College Prep (New Futures High School- Albq, NM) GPA 3.6 Emphasis: 4 years-Math, Science, English and Spanish Extra Curricular Activities: Vice President of Student Council CERTIFICATES:

WorkKeys-KeyTrain@: Teamwork Highest Level Obtainable SKILLS &


Bilingual (Spanish) read, write and speak Sales experience Great Customer Service Skills Multi-line phone skills Able to follow Policies and Procedures Multi-tasked oriented Work with a variety of individuals Handle copy & fax machine Cash handling skills Great Problem Solving Skills

Bartending Alcohol Certified NM Exp 2021

Excellent Managerial Skills


Proficient in Aloha, Micros, Focus, Windows 95, 97, 00, XP, Microsoft Word, Microsoft Access, Microsoft Excel, Microsoft Power Point, Microsoft Publisher, Microsoft Outlook WORK EXPERIENCE:

Cervantes New Mexican Resturant and Lounge 5801 Gibson Albq, NM 87109 Jun 2017-Jul 2018 Since 1979, Cervantes New Mexican Restaurant has ranked among the top 5 restaurants offering authentic, traditional New Mexican cuisine. In a city of more than 150 New Mexican restaurants, Cervantes New Mexican Restaurant stands out! Exceptional New Mexican food, prepared from scratch, always fresh and always healthy. Bartender/Manager:Delivering a consistently high level of customer service to each client and maintain a safe environment by identifying problem clients and having them removed if needed. Keep bar area clean in accordance with the company’s guidelines as well as the requirements of the local health department. Maintain an accurate cash drawer throughout the night and be able to account for any and all discrepancies in the final drawer tally.Mix all drinks based on the serving sizes as outlined in the company manual to keep drink costs at a minimum. Develop an efficient work pace that keeps the customers at the bar and in the dining room satisfied at all times.

Los Cuates New Mexican Resturant 12540 N Hwy 14 Sandia Park, NM 87047 Nov 2012-Jun 2017 Los Cuates proudly locally owned since 1980 For over 35 years, Los Cuates has been serving New Mexican cuisine known for its flavorful palate that gives you a kick without being overwhelming. General Manager Aug-2016- Jun 2017: responsible for managing the daily operations of restaurant, including the selection, development and performance management of employees and oversee the inventory and ordering of food and supplies, optimize profits and ensure that guests were satisfied with their dining experience.Manage shifts which included: daily decision making, scheduling, planning while upholding standards, product quality and cleanliness.Provide direction to employees regarding operational and procedural issues. Interview hourly employees. Direct hiring, supervision, development and, when necessary, termination of employees.

Assistant Manager/Bartender Jul 2014-Aug 2016:

Server/Lead Server Nov 2012- Jul 2014:

AppleBee’s Neighborhood Bar & Grill 2600 Menual NE Albq, NM 87107 Jan 2010-July 2012 Applebee’s is one of the leading restaurants in the nation. It is known for its focus of serving good food to good people. Applebees is able to do this by providing the guest with superior customer experience with great prices, outstanding menu section with an extraordinary taste and of course its excellent customer service experience that comes from its personal. Closing Server & Trainer: As an extended branch of the management team as one of the trainers. I am responsible for training every new server that is hired onto the team. My responsibilities included making sure that the new hire understands all policies and procedures, understand the system and how to serve a guest. I am also responsible for taking over tables that become escalated or when another server needs assistance. As a Server I am responsible for greeting a guest, taking a guest order from beginning to end, which starts from a drink order to a dessert order. As well as pre-busing my own tables and well as others. As a closing server I am responsible for closing the restaurant with the other closers. As well as checking out our volume servers. Furr’s Family Dinning 6001 Liff NW Alb, NM 87121 Feb 2009-June 2009 Furr’s Family Dinning is one of the leading Restaurants in the country. It focuses on providing the best dining experience possible by providing great customer service and appetizing foods. Wait Attendant:Responsible for attending to customer when they needed refills on their drink, seconds on their food, needed extra silverware, napkins etc. I would pre-bus my section or sections the consisted for 15-40 tables at a time and clean up tables after customers left. Responsible for answering the bell to carry customer’s trays when they could not. Cricket Wireless Communication, 200 Coors NW Albq, NM 87121 May 2008-Oct 2008 Cricket is one of the leading wireless companies that focuses on providing the customer with unlimited wireless service and excellent customer service to their customers.

Customer Service Representative:Responsible for answering customer questions about products that we carried. Troubleshoot handsets. Answer question about billing. Taking payments, open and close register, handle around $1,500-$2,000 on a daily basis. Organize inventory room and show room. Mange customer satisfaction and customer flow in a very busy office. Etelecare Global Solutions, Rio Rancho, NM Oct 2006-Nov 2006 Etelecare is one of the top outsourcing companies that focuses on employee advancement and excellent customer service to its customers.

Warranty Customer Service Representative:Responsible for taking inbound calls from Cingular Wireless customers. Perform warranty exchange for damage or malfunctioning handsets. Answer question(s) on handset functions. Troubleshoot handsets and ensure a polite concerned conversation to build up customer trust for the wireless customer. Sento Call Center, 505 Marquette NW Albq, NM 87102 Aug 2006-Sept 2006 Sento is an outsourcing company that strives to provide their customers with the best customer service possible. Customer Service Representative:Responsible for taking inbound calls from potential and former LensCrafters customers. Made appointments, rescheduled and canceled appointment for customers. Answered questions about the products that we carried and pricing of products.

Gap Inc Shared Services, 4012 3rd St NW Albq, NM 87107 May 2005- July 2006 Gap is one of the biggest know clothing retail company, Gap Inc owns Gap, Old Navy, Banana Republic and Forth & Town retail stores. It is well known for its community services that it provides throughout the US. FSCC Inbound Agent:Responsible for taking inbound calls from Gap, Old Navy, Banana Republic and Forth & Town stores when there was a maintenance problem. Set up Work Order indicating what the problem was; it would go to a National Vender where they would send out technician to address the issue. Attended weekly training-team meetings to keep updated of any changes etc. Assisted the outbound department. Follow-up on emergency issues the store would call in. Assigned to call back the store 2-4 hrs after they would call in to confirm if a technician has been on site to address the issues, and throubleshoot personnel and scheduling.

RentWay, Isleta Blvd SW Ste D Albq, NM 87105 Mar 2005-Sept 2005 Rentway is a company the focuses on making the customer feel like they are part of the family by providing a great customer experience.

Customer Service Associate: Responsible for taking payments. Took inventory of products. Close out the day as well, deposit money etc. Answered questions from potential and regular customer. Responsible for filing paperwork needed for customers to be able to rent from the company. Verified all information customers would provide. Responsible for making sure our customers understood contract and terms. Did collections and telemarketing. Victoria Secret Call Center, Rio Rancho, NM 87144 Oct 2004-Jan 2005 Victoria Secret is retail clothing company that strives on providing world's most glamorous bras, sexy sleepwear, lingerie and swimwear. Women's fashion clothing and apparel, shoes, cosmetics, gifts and more. Fashion Consultant:Responsible for taking orders from customers. Required to sell to the customer(s) as well. Answered questions about products and if the products were available at the time. Answered questions about orders already placed and satisfied customers’ concerns.

T-Mobile Call Center, 1201 Manuel Blvd NE Albq, NM 87107 Oct 2000-Jul 2004 T-Mobile is a wireless company that strives on providing its customer with great products, service to its customers. It also focuses on providing its customer with excellent customer service Quality Specialist Oct 2001-Jul 2004:Monitor other employees develop the best customer service possible. Talk to supervisors on a weekly bases to address any issues the employees have and address ways CCR can improve. Attended calibrations on a weekly basis to make sure that the team was achieving goals and how to improve on notes when monitoring. Attended trainings to keep updated with what was going on in the company. Took Customer Care calls once a month. Customer Care Rep Oct 2000-Oct 2001:Helped out customers on their bills, handset problems, addressed changes, handset changes, price plan changes, escalations, retention, etc Advantage Wireless, 110 Coors NW Albq, NM 87105 Jun 00-Oct 00 Advantage wireless was an indirect wireless company that focused on providing great customer service Sales Associate:Activated phones, called customer service for customer(s) when they had issues with their bills, or needed a handset exchanged. Fixed handsets for customer and took inventory of product. Handled the cash register and closed out the register at the end of the day. Took inventory on a daily bases.

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