Customer Service Manager

Esmeralda H Fernandez

*** ** **** ***, *** #***

Fort Lauderdale, FL 33312

T: 551-***-****

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

Summary

Dedicated and focused individual who excels at prioritizing,

completing multiple tasks simultaneously, and following through to achieve

project goals. Seeking a role of increased responsibility and authority.

Skills

Biligual (Spanish) Strong interpersonal skills

Microsoft Office proficiency Time management

Self-dedicated Dedicated team player

Leadership skills Fast learner

Accomplishments

Increased office organization by developing more efficient filing

system and customer database protocol. Developed and implemented the

company's second training

manual outlining all proper business procedures and office policies.

Experience

07/13 - 03/14 West Asset Management Fredericksburg, VA

Recovery Specialist

Effectively recover mis-paid, erroneously paid, or unpaid accounts on

behalf of the company's clients, contact consumers via telephone, mail,

fax, or email, following recovery techniques to negotiate arrange in full

or reasonable payment, offering suggestions on how to meet financial

obligations, determining a plan of resolution maximizing profitability for

each call made, exceed monthly collection goal, comply and be knowledgeable

of all federal and state laws governing the collection of accounts, develop

and maintain professional interpersonal communications with internal and

external customers

09/12 - 07/13 Walmart Fredericksburg, VA

Customer Service Manager

Identifying customer needs and concerns by assisting with purchasing

decisions. Analyzing customer service concerns and providing information on

products and services to improve the quality of their experience.

Addressing customer needs and provide alternatives to maintain customers'

financial objectives.

Maintaining a fully functional and organized front end checkout in

accordance with company policy and procedures while also ensuring a safe

shopping environment for customers and staff.

Operating various equipment, such as cash registers and other related

tools, to efficiently process customer purchases using appropriate

procedures for different payment types and conducting register audits.

Supervising and delegating to associate staff members by efficiently

communicating goals, providing feedback, corrective action, and monitoring

performance. Training, supporting, and ensuring compliance of associate

staff members in accordance with company policies and procedures.

Participating in the hiring, coaching, training, evaluating, and promoting

of associate staff members to maximize performance

02/04 - 09/11 Dunbar Armored Kenilworth, NJ

Vault Manager

Supervising employees to ensure accuracy transactions through use of proper

tracking and inventory software and scanners. Ensuring branch productivity

reports are up to date and that employees adhere to proper procedures when

packing and preparing shipment for transportation.

Scheduling shift to properly staff base operations without incurring

overtime. Training and evaluating employees according to company policies

and procedures.

Conducting investigations and reporting to the company of potential losses

or incidents, such as traffic accidents, employee injury

Education

2001 Ridgefield Park Jr/Sr High School Ridgefield Park,

NJ

High School Diploma: Academic requirement

Contact this candidate