Customer Service Data

Salvador Moreno

P.O. Box *****

San Antonio, TX 78229

210-***-**** accmik@r.postjobfree.com

OBJECTIVE:

Provide a company with professional Customer Service by assisting customers

with inquiries, concerns and complaints. I am an analytical, versatile,

goal-oriented professional with several years of experience in Customer

Service.

PROFESSIONAL SUMMARY:

. Strong organizational and interpersonal skills with Supervisory,

Management, and Customer Service experience.

WORK EXPERIENCE:

10/12 - 10/13 Wells Fargo San

Antonio, Texas Foreclosure

Specialist/Cust Service

. Work and discuss loans in foreclosure before the scheduled sale

date. Discuss Loss Mitigation options and process with

customers. Explained options available, such as Loan

Modification, Short Sale, and/or Deed in Lieu.

. Deliver quality Customer Service by researching and responding

to all internal and external client inquiries quickly,

efficiently and professionally. Provide customers with

approvals and conditions of approval.

12/11 - 08/12 Atterro Staffing San Antonio, Texas

Customer Support

. Assigned to the CGI Federal Funding and Awards account.

Responsible for providing assistance to Grant recipients

of Recovery Act Funds when submitting quarterly reports

to the Federal Government. Currently assigned to the

Medicare program assisting Physicians, Hospitals, and

Organizations with the Medicare Enrollments and

procedures.

09/10 - 07/11 West Business Support San Antonio, Texas

Customer Support

. Assigned to the AT&T Business account to provide

exceptional Customer Service to meet the company's

highest standards. Assist customers by coordinating

technical support for issues with telephone lines and/or

communication circuits. Update customers and provide

progress status on open trouble tickets as requested.

. Deliver quality Customer Service by researching and

responding to all customer inquiries quickly, and

efficiently to enhance the customer relationship.

07/09 - 01/10 Wachovia Bank San Antonio, Texas

Foreclosure Specialist

. Work and partner directly with case Managers, Attorneys,

and internal customers to ensure accurate and timely

processing of loans in foreclosure before the scheduled

sale date. Discuss Loss Mitigation options and process

with customers.

. Deliver quality Customer Service by researching and

responding to all internal and external client inquiries

quickly, efficiently and professionally. Provide

customers with approvals and conditions of approval.

09/07 - 10/08 Accenture San Antonio, Texas

Outsourcing Support / Washington Gas

. Assigned to provide Emergency Customer Support for

Washington Gas account in the following states:

Maryland, Virginia, and the District of Columbia.

. Work independently among a small group during the

midnight shift where most of the emergency calls

regarding natural gas leaks are received.

. Coordinate for emergency personnel to attend to the

property on a top priority basis.

. Explain and effectively follow safety procedures to

customers.

02/04 - 07/06 The Capital Group Companies

San Antonio, Texas

Production Control Analyst, Senior

. Provide production support for batch scheduling for CA-7

and AutoSys to include but not limited to definition of

new jobs and creation of new Job Instruction Language

(JIL) scripts.

. Perform analysis to understand batch related issues on

all platforms, IBM S/390, UNIX, and NT. Make

recommendation for a change to avoid the same issue from

reoccurring.

. Participated in planning and execution of the Production

Control plan for Disaster Recovery Exercises. This DRE

involved over thirty application teams. This involved

multiple meetings prior to the exercises to guarantee

methodology for batch hands offs, dependencies between

tasks, and the appropriate contacts for these tasks.

. Attended daily meetings with the service delivery

support groups to review issues from the previous

night's processing, in order to identify "root causes"

to customer problems.

. Provided strategic direction for Data Center automation,

this included console message management, network

monitoring, media management, and batch scheduling.

. Responsible for providing production support for Batch

processing for CA-7 and Autosys.

. Defined new jobs using Job Instruction Language (JIL)

scripts.

. Maintained and enhanced existing jobs with JIL.

. Analyzed batch processing to identify areas of

improvement for batch scheduling processes.

. Troubleshot any batch stoppages or errors that occurred.

. Provided support for Disaster Recovery exercises and

documentation.

02/95 - 02/04 The Capital Group Companies San

Antonio, Texas

Data Center Operations Supervisor

. Managed a staff of six Computer Operators and two

production control analysts on my assigned shift.

. Responsible for process monitoring the corporate network

using HP OpenView to troubleshoot interfaces of RS/6000

Unix servers, Cisco routers, Compaq NT servers, UPS

battery backup, and IBM O/S390 Mainframe system.

. As a shift supervisor I ensured daily operations and

production schedules were executed to meet user service

level expectations.

. Provided operators with all the tools, training, and

supervision necessary for them to optimize the team's

proficiency in successfully executing assigned duties.

Duties which included the monitoring of MVS and Unix

platforms, file servers, data network, and Data Center

Environmentals.

. Monitored and identified opportunities for improved

systems performance.

. Made recommendations to enhance batch production

processing and/or data center processes.

. Maintained service-oriented business relationships with

all Capital Group users, internal associates, and

external customers.

. Maintained a work environment that consistently

encouraged teamwork.

. Evaluated staff performance and ensured they carried out

their responsibilities.

. I also participated with a team in relocating the Data

Center from the Medical Center area to Westover Hills.

07/94 - 02/95 World Savings and Loan San

Antonio, Texas

Data Center Operations Supervisor

. Managed five operators and two production control

analysts during third shift.

. Accountable for all nightly batch processing including

all printed output such as customer statements, checks,

etc.

. Responsible for the escalation of any problems related

to hardware, software and application related issues.

. Trained new operators, delivered performance reviews,

and counseled operators when necessary.

. I also participated with a team in relocating the Data

Center from San Leandro, CA to San Antonio, TX.

01/90 - 07/94 Rothe Development Inc. San

Antonio, Texas

Data Center Operations Supervisor

. This organization was a subcontractor to the Department

of Defense and the GAO office. We also processed

records for several IRS regional offices.

. Responsible for ensuring the integrity of job schedules,

daily back-up processing, and ensured that we received

scheduled data transmissions on time from remote

operations.

. Performed technical analysis and initial problem

determination,

. Resolution activities for production and equipment

issues.

. Ensured problems were recorded in detail and then made

recommendations for the efficiency and effectiveness of

processes and procedures.

. Responsible for training Data Center staff in order to

support system and application tools, problem

determination and share any special instructions before

the start of the shift. This program improved employee

performance and knowledge, as well as overall employee

morale.

10/74 - 11/89 Sears Corporate Headquarters - Sears Tower

Chicago, Illinois

Data Center Operations Supervisor

. Responsible for a staff of 12 associates, 6 operators, 3

tape mounters, and 3 help desk analysts. Functional

areas included: network and console operations, help

desk operations, tape device operations, media

distribution and Data Center administration.

. Maintained an efficient and reliable production

environment housed on four 3090-600's IBM Mainframe

systems.

. Supported very critical applications, which required

ongoing monitoring to ensure the timeliness of accurate

job flows.

. Ensured the prompt availability of tape devices and

system space, and prioritizing files as needed were also

a part of my everyday responsibilities.

. Participated with a team in relocating the Data Center

from the Sears Tower in Chicago, IL to Schaumburg, IL.

Contact this candidate