Customer Service Manager

Virginia Campos

Address: *** *** ******, **********, ** 11783 Phone: 917-***-**** E-mail:

v *********@*****.***

OBJECT IVE

Seeking to acquire a position that bestows extensive experience, working in active environment and requiring strong organizational skills.

EXPER IENCE

7/2012 – 11/2013 K YL IN T V

P lainview, NY

Technical Support

. K yLinTV is an Internet Protocol TV (IPTV) service provider and I worked for the Hispanic Internet Television Network. Demonstrated a deep

u nderstanding of the business offering including content, packaging & pricing, how the service works, business rules and terms of use.

Received, logged and accurately documented inbound calls, emails and live chat requested from customers and prospects, called customers and

p rospects to develop leads.

. Provided support and technical resolution for problems involving the different devices used by the service. D iagnosed end user problems,

applied appropriate speeches and scripts according to support or retention situation and identified needs for new scripts to deal with typical

issues. Showed quick resolution without sacrificing quality and customer satisfaction. Escalated issues to tier 3 for problem resolution.

Performed outbound calls to follow up on existing cases. Offered constructive feedback to product management to drive product and process

i mprovements to the service. Assessed prospect’s needs and recommend most suitable product and service offering. Remained current on new

developments and changes through ongoing circular, e-mail, manual review; attends training up dates as required by industry certifications or

company / client requirement.

. Showed superior telephone skills, excellent verbal and written communication skills (both English and Spanish). Demonstrated computer

k nowledge: Browsers (IE, FF, Chrome, etc; Windows Media Player, Flash, devices - versions English/Spanish), computer technical

t roubleshooting. M y specialized knowledge was used to provide customers with pleasant and personalized assistance, simplified complex terms

or mechanisms in order for customers to understand, problem determination and analytical skills critical to success was demonstrated, also

outstanding customer service skills, record of success in a goal oriented and highly accountable environment, ability to work effectively as part

of a team, time management skills, high attention to detail.

6/2011 – 6/2012 AEGIS COMMUN ICAT IONS New York,

NY

UHC Sales Operations Supervisor (Medicare Project)

. Responsible for supervising and leading a team of associates on specific engagement by establishing and measuring performance goals

congruent with Aegis and client expectations and for monitoring, coaching and counseling associates to ensure performance expectations are

met. Directed and supervised other supervisors and hourly agents as to best practices, compliance and other means to achieve maximum client

satisfaction.

. Accessed computer to monitor, track and evaluate associate performance and provide feedback to associate to ensure engagement goals are

met using a combination of witness monitoring system or other related technology, side by side observations, performance, reports, etc.

Developed and administered performance action plans by engagement and/or associate to ensure goals are achieved. Prepared, analyzed and

d isseminated accurate performance reports to appropriate parties.

. Handle customer escalations and ACT complains. Moved throughout the production floor to ensure associates are actively engaged in

p roduction work and systems are functioning properly. Disseminate new information, materials, and equipment to associate and ensure proper

usage and comprehension. Managed activities of hourly associate as direct and act as subject matter expert for other project supervisors.

10/2008 – 5/2011 BPA I N TERNAT IONAL I NC. Mineola, NY

3. Assistant Manager

Work as Assistant Manager for CEO and management, at the same time design/develop, program, maintain and publish operational reports to

t rack all researcher calls per hour, quality and attendance’s company wide. P rovide operational analysis utilized for decision making. Make

recommendations based on the analysis, and provide explanations for reporting results as needed. Compile and submit daily, weekly,

monthly and annual reports to the productivity manager and CEO of BPA International. Prepare agenda for weekly productivity meeting

and document minutes.

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2. Team Leader

Work as Administrative Assistance for management, also organized and assigned work tasks to the research staff. Handled appeals,

claims and provided feedback to all clients and BPA analysts. I have trained and coached analysts on project procedures.

1. Researcher

Monitored and analyzed customer service calls for various clients including Time Warner and Comcast to ensure appropriate behaviors. Use

an excellent listening skills and the ability to concentrate for long periods of time, to pay extreme attention to detail.

Focus on providing accurate and actionable feedback to the agents and supervisors. I have r ecorded live calls for the purpose of maintaining

team quotas. I have prepared quality reports. Handle some queries from the client. Used Cores (Proprietary SW). I handled conference calls.

07/2005 – 9/2008 P SI I N TERNAT IONAL New York,

NY

Consultant

Implement CONNECTIONS application deployments when it had provided the end users on-site face-to-face support during deployment.

P roviding on-site support staff resources accelerates a caseworker’s ability to successfully master how to utilize the new application properly

and results in fewer case documentation errors and aids in user acceptance. Provide one-to-one or small group on- site support to users in how

to best utilize the new application features and to how incorporate them into their business processes. Understand and be able to translate the

screen changes of the transformed CONNECTIONS for the end-users. Serve as the front line to identify software issues that could possibly

occur when the application is first migrated and will also be able to quickly provide helpful information to users for features that require

additional training or technical assistance. Collect and help create FAQs and TIP Sheets for use by users. Assist agency and district

i mplementation coordinators in performing pre-implementation readiness task prior to the application changes being implemented. Work on-

site with users implementing new software applications in a Windows environment, utilizing a Citrix suite within a LAN/WAN environment.

Follow on-site client rules and procedures. Technical support for HW, SW and connectivity problems

03/2001 – 03/2005 CLEARTEL TELECOM MUN ICAT IONS

West Palm Beach, FL

Technical Support

Provided technical support and customer service by receiving incoming service calls from residential and business customers. Responsibilities

i ncluded and not limited to responding technical inquiries about the dial-up connections, DSL, e-mails, web hosting; entered, referred and

closed trouble tickets, billing inquiries, answered questions on the usage of various features and calling cards, took MACD orders, directed

complex inquiries or orders to the appropriate source, file maintenance, customer data entry, and other projects. Also cross trained in many

Repair and Provisioning functions and provided assistance as demand warrants. Handled provisioning SW like CONWORX (Exceleron), LENS

(BST propietary software)

03/1990 - 01/2000 BANCO DE CRED I TO DEL PERU

Lima, Peru

B) Telecommunications Department (System Engineering Service)

4. Assistant Manager

I n charge of VISA credit cards services (provided technical support to quickly isolate and resolve network related problems, including

hardware, software and integrated networking, and Y2Ks certificate for debit, credit and ATM services. Conduct case studies with the goal of

optimizing overall network efficiency for VISA cards services. Performed installation activities associated with the addition and rearrangement

of circuits and communications / terminal equipment. Perform trouble analysis using network management tools such as data scopes and

p rotocol analyzers. Analyze hub, modem, switch, concentrator, bridge and router for proper performance. Assisted others in end-to-end

communications integrity testing and updated databases to reflect network configurations (VISIO)

A) Helpdesk Department

3. Assistant Manager

U nified and redistributed the resources for a better unit's administration: Customer Service, Telecommunications and Telecredit. As will as

u nified, modified and updated the routine and recovery procedures. Continuous update Banks Disaster Recovery procedure. In charged of,

t raining and checking operators and supervisors performance. I compiled, maintained and managed reports (AR REMEDY).

2. Telecommunication Supervisor

Verified and controlled the operation of Escon connection (F.O.), routers: Cisco (7500, 7000, 4500, 2520 and 2503), switches: Motorola (Codex

6520), Vanguard (300,100) and Hubs 3COM. Verified and controlled the operation of: 200 agencies, 1500 adm. terminals, 1000 tellers and 300

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A TM. Verified and controlled the communication with foreign offices. Helped to do and update Bank Disaster Recovery Procedure. In charged

of, training and checking operator performance.

1. Customer Support Supervisor

I assisted with WIN NT server and terminal teller rollout/migration, which included setting up hardware, OS, software and telecomm

configuration. Isolated, tested, corrected and referred computer system hardware problems and communications network problems.

Recognized and referred software problems requiring programming expertise to support groups as WINNT, MS Office, Mainframe 9121 and

AS/400 (IBM), Himalaya (TANDEM), ATMs (NCR and OLIVETTI). In charged of Datacard 9000 System (customize and maintenance). I

worked with SWIFT network. Developed, revised and updated of network procedure manual. Modified and executed procedures of bank system

deactivation. Implemented an automated help desk call tracking system (AR REMEDY). Receiving initial call from clients for all problems

associated with access to applications, initiating incident tickets, providing on-line assistance and referred problems as needed.

EDUCAT ION

1995– 1998 RICARDO PALMA UNIVERSITY Lima, Peru

E lectronic (no degree)

CONT INUOUS EDUCATION

H igh Performance Management Techniques – COPC AVVID: The Enterprise Architecture for E-Business - CISCO

AVVID-Converged IP Applications – CISCO Voice, Data and Video Integration Seminar - CISCO

Y2K and VTS2000 Seminar – VISA Intelligent Network Seminar - CISCO

Voice and Data Integration Seminar - CISCO I nternetworking in IBM environments Seminar - CISCO

WAN Troubleshooting - Learning Tree ACF/VTAM Operation - IBM

SNA Fundament - IBM M VS, JCL and Utilities - IBM

Data Communications Environment - IBM Supporting MS System Management Server 1.1 - MS

Internetworking with TCP/IP using MS WINNT 3.51 - MS Supporting MS WINNT Server 3.51 - MS

Supporting MS WINNT 3.51 - MS Supporting MS WIN 95 - MS

Networking Basic - MS I ntroduction to Bridging and Routing - 3COM

Advanced Internetworking International Seminar – IBM Internetworking International Seminar - IBM

Helpdesk Administration – MS Datacard 9000 System - DATACARD

Protocol X.25 Communication and V.24 Measurement – I NICTEL Data Transmission - IN ICTEL

Netview Structure and Installation IBM ACF/VTAM Fundament - IBM

SPECIAL SKILLS

Spanish – proficient

German – knowledge

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