Customer Service Quality Assurance

Irma Lazo

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

Glendora, CA *****

626-***-****

********@******.***

OBJECTIVE

Seeking a position in a productive environment in which my

excellent interpersonal and organizational skills

can be effectively utilized and allow me to

demonstrate my full potential.

SUMMARY

Over 10 years of strong and diverse experience in progressively responsible

positions. Able to manage multiple task and responsibilities, maintain

personal and work calendars.

WORK HISTORY

Call Center Agent - KDC Construction, 2nd Site 1/12 -

Present

Provide individualized customer service with a high standard of

professionalism. Update the existing database with any modifications or

changes and the present status of the work orders or requests. Answer

inbound emergency and non-emergency calls and assist clients with

questions, concerns and requests. Arrange for the dispatch of technicians

to meet the clients need. Ensure emergency calls are dispatched in a timely

manner. Follow up on unsatisfactory work orders to ensure the client's

needs are met to satisfaction. Make effective use of resources. Relay work

orders to and from contractors, Business Consultants, Project Managers and

Supervisors. Perform multiple tasks at once in a timely and efficient

manner with excellent interactive listening skills.

Executive Assistant - Financial Aid, B & H Education 7/10

- 9/11

Assistant to the Chief Financial Officer and Executive Director of

Financial Aid concurrently. Extensive communication with executive

personnel. Assist the CFO by communicating with Board members and

coordinating board meetings including book preparations, scheduling and

communication with board members and/or their administrative assistants.

Strong ability to communicate concisely and in a highly professional

manner. Coordinate meetings including reserving meeting rooms, accumulating

reference materials, confirming attendees, etc. Prepare budgets, expense

reports, billing, invoices and some accounting and financial duties.

Extensive additional errands such as ordering and delivering meals for all

upper management. Maintenance of regulatory filings to ensure all deadlines

met. Company wide Sharepoint - upload/upkeep of files.

Senior Executive Assistant, GC Services Limited Partnership

7/06 - 7/10

Assistant to the Vice President of Operations. Maintained calendar and

scheduling. Made flight arrangements both personal and work related to and

from Texas. Monitor Service Representatives / Operators to ensure client

requirements are met, while maintaining customer satisfaction. Record and

maintain individual and group results to be used by management for

personnel development. Set performance standards for tasks, jobs and roles

of employees. Maintain excellent communication with supervisors and staff

throughout the Superior Courts. Prepare expense reports and travel

arrangements as needed. Travel to Central and Northern Courts for special

Court projects as necessary.

Command Center Operator, - Securitas - based at Kaiser Permanente Medical

Center 4/02 - 3/06

Provided a safe and secure environment for all persons on premises

by monitoring security and fire/ life systems. Responsible for all

dispatching services, with the ability to prioritize high risk

situations while functioning decisively under stress under no

supervision. Responsible for memorizing and utilizing over one

hundred radio codes. Distributed and collected field data,

analyzed daily reports, and maintained records of completion for

quality assurance.

References available upon request

Contact this candidate