Customer Service Sales
Resume:
Ana Ochoa
Lawndale, CA *****
(310) 351- 4773
*********@*****.***
Objective
To obtain a position with a dynamic growing company, that will allow me, to fully utilize my technical, customer
service, interpersonal and analytical skills in contribution to the success and growth of the company and oneself.
Qualifications and Skills:
Microsoft Suite: Word, Excel, PowerPoint, HIS, Delphi, and OPERA.
Promptly answers multi telephone lines using clear and strong English communication skills, both verbal and written.
45+ wpm with accuracy
Focus strongly on customer satisfaction.
Have strong organizational skills.
Capable of working both independently and as a team leader
Ability to organize and manage several projects simultaneously to meet deadlines
Quick learner and detail oriented
Bilingual: Fluent in English and Spanish both verbal/written
Work Experience
October 2013- Dec 2013 CoreStaff + Services- Tier II Customer Care
Answer high volume escalated phone calls on daily basis with great customer service and beneficial solutions to
both the client and company. Help and assist customers so that their business stays in good standing with the
Secretary of State by filling Initial and Annual reports.
Helping customers form their business to fulfill IRS and all 50 Secretary of States requirements, such as Tax
ID/EIN number, Sellers Permit, Articles of Incorporation, Articles of Information, By laws and Resolutions,
Statement of Information, and Operating Agreement.
Assist customers with phone and email inquiries about their business formation status, payments, refunds and
site operation as well as provide information about additional products and services to help them grow their
business.
Assist customers with expedited orders and resolve any pending issues. Assist customers regarding their Non-
Profit application inquiries, answers any questions about completing their application, and status with the IRS.
Contact customers regarding problems with forming their business. Email customers their Articles of
Incorporation/ Articles of Information application so that their orders may be processed immediately with the
Secretary of State.
Serve as a liaison between customers and other business formation departments to communicate information
and process their orders so that their business is formed in a timely manner.
October 2011- October 2013 AT&T Customer Service Specialist Tier II – VXI Tele Conferencing
Answer high volume escalated phone calls on daily basis with great customer service and beneficial solutions to
both the client and company.
Be able to utilize my analytical skills to target fraud and misuse conduct of accounts to benefit our client’s and
company’s benefit.
Assist contracted company VIP’s in relations to opening new tele-conferencing accts and/or updates on an
international market.
Open up trouble ticket forms when bridge lines have a problem in prompt way, and give them temporary
solutions while lines are being fixed by our tech department.
Assist our AT&T manager and consultants with their personal account updates.
February 2006– February 2010 Reservations Sales Agent - Wilshire Grand Hotel Los Angeles, CA
Exercise sales techniques in Assistance to our Executive, Sales, Accounting, and Event Services Departments in order
to secure and process reservations for clients, group conventions and guest accommodations in a professional and
timely manner
Responsible for handling and supporting all transient, business, corporate accounts and groups regarding availability of
rooms, revenue, rates and setting up billing for group accounts in accordance with our Accounting Department
Worked as a liaison between customer, and sales manager, assisting clients when sales manager was unavailable.
Able to manage multiple projects and support continuous improvement efforts. Deliver accurate product services in a
friendly and knowledgeable manner. Update pace report daily which tracks group conventions and room pick up in
support to our Revenue Department
Creating convention and tour group contracts. Provide correspondence to clients that required immediate attention as
directed by executive/sales manager.
Monitor performance and provide feedback and proactive solutions according to established standards
Reservation requests received by email, fax, rooming list and by phone
May 2003- February 2006 Espresso Bar Attendant - Wilshire Grand Hotel Los Angeles, CA
Barista of the hotel coffee shop
Fast paced environment
Managing working area to meet the requirements of health regulations by maintaining the shop under sanitary
excellence
Cashiering for bar and hotel restaurant
Manage espresso bar without direct supervision
Education 2010 March- 2012 March cosmetology licensing
Awards
John Marshall High School
1999- General Education Customer Service Certificate 2008 Los Angeles
City College
Paul Mitchell the School Certificate in Reservations Sales 2009
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