Customer Service Manager

Yanelis Martinez

P.O Box *****, Tampa, Fl. *****

Phone : 813-***-**** * E-mail : *******.************@*******.***

PROFESSIONAL PROFILE

Extensive business background in general management, customer service,

calls center and support. Advanced computer skills and demonstrated

proficiency in streamlining administrative tasks through the application of

technology. Adapt quickly to a challenge, strong prioritization, and

delegation and planning skills.

PROFESSIONAL EXPERIENCE

Gerardo Computer & Electronics Tampa, Florida 01/2013

- 2/1/2014

Office Manager

> Maintained office staff by recruiting, selecting, orienting and

training employees

> Maintained office services by organizing office operations and

procedures.

> Prepared payroll

> Controlled correspondence

> Reviewed and approved purchase orders requisitions

> Assigned and monitored functions, coaching and disciplining staff

> Processed incoming invoices and account payable

> Customer service incoming and outgoing calls

Metropolitan Ministries Tampa, Florida 04/2011

- 10/2012

Programs Receptionist

> Greeted all guests cordially and directed them to the appropriate

place.

> Answered telephone calls (in a timely, polite and professional manner)

> Routed calls to appropriate recipient

> Assured if at all possible there will be only one hand-off.

> Completed in-kind donation receipts for donations received at the

administration Building

> Routes the in-kind slips to Donor Services team.

> Created new employee, resident and client badge, access flash pass

> Monitored visitor access and issues passes when required.

> Greeted and assisted residential clients as they come in for classes

and appointments with counselors. Coordinated client visits with

appropriate counselors.

> Greeted and assisted clients in need of service and directed them to

the appropriate programs area. Maintained up to date Outreach,

Community Resource and Meal Site information to be given to clients.

> Greeted and assisted applicants inquiring about employment

opportunities including maintaining a current list of positions

available.

> Kept an on-going log of applicants.

> Performed data entry and research for the Programs Department

> Supported the team in other tasks as assigned and attended all team

meetings. Met personal goals and actively contributes to the

achievement of the team and organizational/targets/goals.

Metlife Tampa, Florida 03/2006 -

01/2011

Analyst II

> Received and processed remittance payments from policyholders and

applies to policies, contracts, and/or benefit plans within corporate

and legal guidelines.

> Responsible for accurate and timely processing of all rejected

remittances that are processed by the lockbox or agency.

> Communicate effectively verbally and written with internal and

external customers.

> Handles some complex cases.

> Conduct research for problem disbursements to identify the issue and

recommend corrections.

> Monitor problem disbursements balances monthly to assist in the

resolution to assist the agency's service provider with for-self

transactions are researched to post transactions in the accounting

system.

American Data & Comp Products Tampa, Florida 01/2004-

03/2006

Purchasing Coordinator

> Process all purchasing for state and government agencies

> Expense report for Vice President and President

> Order, Track and Ship all items to the government and state agencies

> Place online, fax, and phone orders

> Inventory of Supplies

> Post payments to accounts as necessary

> Other office duties

Medical Massage Group Tampa, Florida 03/2004-

05/2006

Front Desk Receptionist

> Scheduling Appointments, Answering phones

> Keeping inventory and ordering medical supplies when needed

> Data Entry and Filing

> Make patient charts

> Verify Insurance coverage

> Post payments to accounts as necessary

> Other office duties

Central Intel Communications Inc. Tampa, Florida 08/1999-

12/2004

Call Center Manager- Collections

> Hire, develop and lead a team of Inbound Sales Representatives,

including but not limited to establishing performance goals and career

development.

> Manage first line supervisors that are responsible for managing the

day-to-day operations of a team of representatives handling customer

inquiries and issues.

> Manage the daily activities to ensure overall performance, customer

service, sales and quality objectives are met.

> Effectively control absenteeism and attrition. Continuously evaluate

trends in order to course correct and improve statistics.

> Analyze customer feedback, escalations and complaints for root causes

and trends and provide insight, solutions and recommendations to

management.

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