Customer Service Representative
Resume:
RAFAEL G. ROBLES
West Chicago, IL 60185
*************@*******.***
SUMMARY
An energetic, flexible, and organized team player with an
aptitude for providing effective customer
service. Possesses an excellent work ethic with the ability to
interact with clients by telephone
by utilizing good listening, written and verbal communication
skills.
TECHNICAL SKILLS
Able to type 65 words per minute and 11,000 key strokes per
hour. Intermediate knowledge in
Microsoft Windows Operating Systems and Micrsoft Office
products (Word/Excel).
Bilingual in English and Spanish. Basic understanding of
networking concepts & Help Desk support.
EXPERIENCE
J.T. Mac Transportation, Plainfield, IL
2005-2006
Dispatcher
. Responsible for brokering freight, third party logistics,
dispatching & assigning transportation vendors based on
client demands and service requirements
. Met all internal & external customer requirements through
efficient, profitable, and timely
movement of freight. Answered an average of 50 calls &
logged time sensitive data into PC.
Position Technologies, Geneva, IL
2004-2005
Search Engine Optimization (SEO) Analyst
. Reviewed client submittals of their Websites, completely
eliminated hidden texts, adult content
material, gambling affiliation, broken web links and
spam. Reviewed HTML programming.
. Re-filtered approved Websites periodically to assure these
systems had good and useful data.
Wickes Furniture, Carol Stream, IL
2003-2005
Customer Service Representative
. Responded to an average of 60 calls in a call center
environment, regarding delivery dates, changes or
damaged goods.
. Consistently resolved issues with angry clients through
effective interactions between company personnel and
clients. Placed orders with Vendors and proactively ensured
positive service.
Keystaff (Jackson-Hewitt), West Chicago, IL
2002-2003
Customer Service Representative
. Interpreted in Spanish with customers, who needed
assistance with filing income tax returns.
. Answered inquiries, set up appointments, and submitted tax
return documents for IRS records
Spherion (Castle Metal), Franklin Park, IL
2001-2002
Help Desk Analyst
. Provided on-site & remote phone support to company
personnel in the following areas: PC
software applications, desktop hardware, network, and data
communications.
. Managed service requests including classification,
assignment, tracking and resolution using Heat
ticketing system. Reset user passwords and permissions,
Ghost imaging and installation.
. Implemented to company policy and procedures within the
IT Department.
Florists' Transworld Delivery, Inc., Downers Grove, IL
1999-2001
Support Specialist
. Provided remote access support in a call center environment
to over 500 clients nation wide, on a variety of
complex technical and accounting issues.
. Recorded, monitored and distributed cases via the Heat
ticketing system.
. Maintained an ongoing contact with florists to assure a
100% customer satisfaction on the
status of their computer problems as well as their eventual
resolution.
National Support Center, Naperville, IL
1996-1999
Technical Support Representative
. Certified by employer to support 3COM hardware and
software.
. Monitored the status of cases to ensure quality of service
and taking appropriate action when service failed by
complying with departmental standards within a call center
environment.
. Provided first level support to end users working with
desktop and laptop computers, averaged 60 calls per day
logging client information into Scopus ticketing system.
EDUCATION
Robert Morris College, Aurora, IL
2008
. Computer Networking Major
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