Customer Service Project Manager

Jennifer Vazquez

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**** ******* ****** *******, ******* 32807 Email:

*******.**********@*****.*** P. 407-***-****

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PROFESSIONAL EXPERIENCE

CHEP US - Orlando, FL - Salary 40,000 Hourly:18.92 July 2009 - April

2014

Priority Desk Coordinator - Create and implement new team processes. Create

SOP to show Logistics how to query in Siebel, check their regional quene

and how to save their query. Create SOP for VOC on new processes to follow.

Assist logistics and planning with critical issues that need to be

addressed immediately with the customer. Handle all critical customers.

Report out and maintain a log for critical customers that have shut down.

Keep track of users who are not following new processes and report to the

project manager. Ensure critical customers are being updated and our

counter parts (Logistics and Planning) are responding within reasonable

time windows. Assist VOC members with updates such as ETAs, and late

deliveries. Communicating with the customer throughout the critical process

as well as confirming the load arrived. Train 3 other team members on how

to process v-lookups. Develop strategies to improve our follow up process.

Customer Experience Specialist: Primary point of contact for customer to

remedy issues. Responsible for processing all customer requests sent via

phone, email, Portfolio Plus and Fax. Services include credit processing,

invoice issues and resolution, Portfolio Training, CHEP code request,

Profile updates and changes to accounts, outbound projects. Issue

resolution: Reduced mailbox request processing time by teaching

coordinators how to process requests quickly, properly, and accurately.

Assisted mapping out smart script to improve processing time for customers

as well as Ops/Sales Managers. Decreased call volume by assisting to train

SAMS clubs on entering collections. . Contact Net Promoter survey takers to

obtain feedback or fix any issues they may have stated they had. Processed

yearly audits and reconciliations on accounts. Manage regional Central

mailbox for any request that need to be processed.Training: Train new

mailbox members on our old and new processes, such as Resolve It. Ensured

follow up process met customer expectations. Monitored workflow of mailbox

representatives to ensure they processed requests properly and provided

additional training when necessary Train customers on Portfolio plus with

issues such as placing orders and collections, entering and modifying

transactions, viewing and understanding invoices, running reports and

troubleshooting. Leadership: Remain current on all aspects of the various

customer care roles to enable assistance to the Customer Care Level 1 & 2,

Ops/Sale, and customers regarding processes, policies, and systems.

Managed process and delegated emails in the Customer Care Mailbox. Standing

team lead for the morning shift until acting team lead arrives.

Processes/Reporting; Testing: Process BW reports for Sales/Ops reps and

customers. Responsible for processing all customer requests sent via phone,

email, Portfolio Plus and Fax. Process and assist with Account Management

issue resolution (e.g., Dumping/Releasing escrow, bulk transfers, and AIM

triggers).

BRIGHTHOUSE NETWORKS - Orlando, FL Hourly:13.00 April 2009 - July 2009

Home Networking and telephone Agent - Assisted BHN customers with home

networking and telephone issues. Provided technical support for customer

connections, firewalls, modems, and wireless router issues. Completed setup

for customer features, routers, telephone and internet plans and email

clients. Dispatched technicians to fix customer's issues. Provided quality

customer service and processed approximately 40 calls daily.

PREMIERE TRADE - Orlando, FL Hourly: 13.75 March 2008 -

February 2009

Help Desk - Primary point of contact for Professional traders' questions

and issues. Provided assistance to traders with trading techniques. Taught

traders via GoToAssist and Logmein to trade and implemented Forex accounts.

Implemented and processed monthly payments for Software feed. Installed and

Tested new versions of software for bugs or defects. Provided support for

software, windows media player and customer's computer issues.

SUNGARD/TRIAD Hourly: 14.7 June 2007 -

February 2008

HELP DESK - Provided technical support for College students, staff and

facility all over the United States. Coordinated online classes for

troubleshooting and provided on-campus equipment, such as network printers,

projectors and computers. Walked Professors through setting up their online

class and with resetting tests for their students. Provided software and

browser support such as Web CT, Banner, Angel, IE and Fire Fox. Handled

active directory user setups and VPN troubleshooting as well.

EDUCATION

Colonial High School Graduation Year 2002 Diploma

Florida Technical College Graduation Year 2007 AS degree

for Computer Science

SKILLS

1. 10 years of Customer service experience

2. Proficient in Microsoft Word, Power Point, Outlook, PDF Factory, Excel

ex. V-Look up, Pivot tables, and Formulas.

3. Proficient in CHEP programs such as SAP, Seibel, Portfolio Plus,

Sherlock, BW, Filenet, and Big Board.

4. Analytical/Problem solving skills; ability to investigate a situation

and determine whether more information is required and then obtain the

key issues and resolve them from the beginning and seeing it to the

end.

5. Flexibility/Adaptability - With my work experience I have learned to

adapt to a fast past environment that is constantly changing. I am

able to manage different assignments at once in a quick and correct

manner.

6. Completed A-Trip and Intro to Project Management courses.

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REFERENCES

Nancy Perez

Logistics Coordinator

CHEP

Phone Number: 407-***-****

Marissa Kincy

Marketing

CHEP

Phone Number: 407-***-****

Dimas Montes

Electrician

Phone Number: 407-***-****

Contact this candidate