Customer Service Representative

Jesus A. Contrereas

**** ******** **. *******, ** 75040 ~ 214-***-**** ~ **********@*****.***

Summary of Qualifications

> Bi-Lingual Spanish and English Read/Write/Speak.

> Strong written and verbal communication skills (face to face or on the

phone)

> Ability to type 75 word per minute, 10 KEY By touch

> Proficient with MS Windows, Word and Excel.

> Time management and multi-tasking

> Ability to navigate KRONOS, BAAN, Outlook, Electrical Interface

Outlook

EMPLOYMENT HISTORY

International Manufacturing Co. Garland, TX July

2006- March 2011

Production Supervisor

> Manage a team of 10-20 employees in multiple production areas

> Manage escalated calls, research and resolve complex production issues

> Analyze data, identify trends, set priorities and provide feedback and

recommendations to site leadership.

> Traveled for company to bring development into production of MRAPS

(Mine Resistant Ambush Protected)

> Implement procedure to meet production deadlines, successfully execute

service level agreement and manage relationships with business partners

> Ensure quality standards are met or exceeded

> Communicate process and procedural change

> Responsible for performance reviews to assess strengths and development

needs providing feedback and opportunities for growth

> Coach, train and develop associates and lead other center quality

initiatives.

> Accountable for the successful resolution of all client requests for

overall client satisfaction within the country.

> Conduct audits to ensure associates follow proper policies and

procedures.

> Collaborate with Process Managers to review or update policies and

procedures.

> Managed Did You Know (DYK) briefings to review current policies and

procedures with associates and Team Managers

> Held high level briefings with Site Leaders, AVP's, and Quality

Assurance

> Created Power Point Agendas

> Copyedit, proofread, and revise communications

> Assisted Team Managers with policies and procedures

> Problem resolution

> Create reports for Team Mangers, Unit Mangers, and Site Leaders

> Helped maintain required metrics by coaching and leading

> Problem resolution

> Conducted training in multiple manufacturing E.P.A.'s and O.S.H.A.

regulations

Pep Boys Los Angeles, CA February 2003

-April 2005 Customer Service Representative

> Assisted customers with various needs

> Finding material, finishing orders, and with finishing purchases.

> Greeted all customers when entering the stores and on the phone

> Maintained and filed records

> Performed inventory of supplies on a regular basis

Education

University of Texas (Dallas) Dallas, TX August 2012-

Current

Richland College Richardson, TX August 2008-

May 2011

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