Customer Service Engineer

SHALEANA B. MALAVE

**** * ******* ***** **** #***9 Henderson, NV 89052

M:(562) 285 – 2924 W: 1-855-EDISONXD ext. 703

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

OBJECTIVE

To obtain a position while attending in school at University of Nevada – Las Vegas.

EDUCATION

University of Nevada Las Vegas Dec 2014

• Bachelor of Arts Sociology Las Vegas, NV

Liberty High School June 2009

• Early Graduate Henderson, NV

EMPLOYMENT

411 Locals Dec 2013 to Present

Senior Marketing Consultant Las Vegas, NV

• Consulted a wide array of business owners on online marketing strategies

• Analyzed overall online web presence for businesses and advised on solutions

• Partnered with Google as a certified consultant to businesses seeking SEO traction

Edison XD Essentials March 2013 – Present

Executive Assistant to the President Las Vegas, NV

• Managed the daily itinerary for the President and CEO

• Assist President with business and personal tasks, ranging from menial to complex.

• Proactively manage President’s calendar, business contacts, and travel arrangements.

• Serve as Gatekeeper for all incoming communications. Flag those that are high-priority and

respond when appropriate.

• Manage all aspects of client experience, ensuring that every experience with Edison XD

Essentials is an extraordinary one.

• Schedule appointments for client meetings.

• Research and brief President on companies, individuals, and various topics prior to calls and

meetings.

Telus - Netflix June 2013 - Dec 2013

Customer Service Team Lead in Training Las Vegas, NV

• Managed inbound customer call traffic

• Multitasked utilizing a variety of tools on a single call to resolve customer concerns and issues

• Serve as a resource for other CSRs for general customer service questions through

participation in team chat, and participating in team meetings

• Provide additional floor support for new hires

Telus - Netflix Dec 2012 - Dec 2013

Customer Service Rep Las Vegas, NV

• Take Inbound customer calls

• Adhere to schedule, flexible to work various schedules based on business needs.

• Have exceptional customer service skills, constantly gives positive customer experiences in a

non-scripted environment

• Have strong knowledge of customer service resource/tools and Netflix products, as well as

basic understanding of personal computer architecture and home networks

• Be receptive to and able to appropriately incorporate feedback to continue to improve

• Be poised with a demonstrated ability to navigate challenging customers, with high volume

and rapid change

• Utilized strong computer applications skills including MS Windows, MS Word, MS

Communicators, MS Outlook, and knowledge of such device as Xbox 360, PS3 and Wii

Palms Place Hotel & Spa Dec 2011 - Nov 2012

Hospitality Engineer Las Vegas, NV

• Responsible for the maintaining the hotel’s brand aesthetically throughout the housekeeping

division

• Oversaw the daily housekeeping of the hotels’ thousands of guest rooms and themed suites

• Attended to the needs, concerns and specialty requests of guests throughout their visit

TECHNICAL SKILLS

• PC and MAC Compliant

• Microsoft Office Suite

• 35+ wpm

REFERENCES

Supplied Upon Request

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