Ruby Luna-Gonzalez
***** * **** ** ****. Houston, Texas United States 77072 . 832-***-****
************@*****.***
Objective
. Ability to prioritize and remain focused on the essence of an issue
Skills
. Microsoft Office 98-2000 (Excel, Word, Power Point,Access)
. Windows 7-10
. Bilingual (English & Spanish -(Speak, Read, Write-Ability to translate)
Work Experience
Republic Services Call Center Houston, Texas
03/14-09/2014
Customer Service Specialist Bilingual
. Customer Service Specialist receive and respond to routine residential
customer service calls, new residential, requests and complaints,
which are typically general to moderately complex in nature and
require limited research and investigation to reach resolution.
. Responsible for delivering superior customer service in a prompt,
respectful and courteous manner to ensure concerns are resolved.
. Respond in a timely and accurate manner to routine customer service
calls ensuring that residential and commercial service issues and
concerns are treated in a respectful and professional manner.
. Effectively respond to routine issues regarding general residential
and commercial service matters, which may involve outbound calls and
other communications to resolve simple to moderately complex issues
including contractual obligations, billing questions, service
cancellations, price increases and equipment issues.
. Return all emails and faxes in a timely manner to ensure that
customers' concerns are understood, addressed and resolved in an
efficient and complete manner as possible.
. Enter service data into computer for billing and scheduling purposes.
. Log information about customer service interactions into systems;
update in a timely and accurate manner to ensure that associates are
able to track service inquiries and resolution.
Rhodes Auto Sales Finance Department Houston, Texas
10/2013-03/14
Account Representative -Collections
. Working assigned queue for collections of accounts 0-60 days past due.
. Managing accounts for prevention of voluntary or mechanical
repossessions of vehicle.
. Answering multi phones lines for payments, extensions, other inquiries
as requested by customers.
. Making at least 80 outbound calls a day for collections.
. Submitting payday changes and deferments by approval of Finance
Manager.
. Following-up on accounts submitted out for repo as well door knocks
for non-payment of customers.
. Follow company procedures for proper collections guidelines.
. Adding side notes for mechanical service vehicles for releasing of
service completion.
. Making probable extensions with customers for prevention account
defaulting.
Burnett Specialist Staffing (Fulcrum Call Center), Houston, Texas
07/2013-10/2013(Temporary)
Call Center Representative
Answered multi-phone lines call center rate of 70-85 calls per shift.
. Answered customer inquiries for billing questions, new & transferred
of services, paid attention to detail information of customer
inquiries
. Resolves billing or service complaints and refers grievances to
designated Departments.
. Completes contract forms, prepares change of address records, and issues
. Determines charges for service requested and collects deposits.
. Solicits sale of new or additional utility services.
.
Workplace Staffing (Waste Corporation of America), Houston, Texas
12/2012 -05/2013
Sales Assistant Residential
. Customer Service and Human Resources floater.
. Assisting sales for updating and prospecting new Subdivisions,
HOA'S,Property Management, MUD'S, WCID.
. Data Entry, clerical, faxing.
. Updated recent information obtained from current prospect (management
group).
. Meet daily deadlines and timeline deadlines.
. Reconciling reports.
. Researched new prospect for upcoming bids for solid waste contract
Buena Suerte Newspaper, Houston, Texas
12/2011 -04/2012
Admin Assistant (Art Production Department)
. Answered multi-lined phones.
. Aided sales rep in artwork for approval from sales rep and customers.
. Data Entry, clerical, faxing.
. Updated artwork for incoming ads from sales rep and sales managers.
. Meet daily deadlines and timeline deadlines.
. Uploaded all web ads after obtaining approval of artwork from sales
managers
.. Daily outbound calls for client verification of received artwork ads
for display and changes at request via fax, email or by phone.
. System access of work functionality Corel, Access, Pre 1, Adobe, Active
Fax,
Evernote, Excel.
Asap Insurance Agency, Houston, Texas
10/2008 -09/2011
Administration (Including: CSR Agent, Underwriter, Sales Agent,
Marketing)
. Auto, Home, Commercial, Renters Insurance services
. Answered multi-lined phones
. Process client files and reviewed Underwriting Discounts to be
submitted to Insurance company.
. Maintain/run office in managers/owners absence
. Daily operations of processing quotes for agents, including for new
business, renewal, rewrite customers.
. Complied lists of prospective clients to provide leads for additional
line of business.
. Contacted prospective clients and explained features and merits of
policies
offered.
.Instrumental in detailed oriented, customer service, and processing.
.Recommended coverage based on analysis of prospects circumstances and
utilized persuasive sales techniques.
Trained and managed between 2-6 employees and sales agents and achieved
significant improvements in their productivity. upcoming Companies
(Newport, Accc, Hallmark, South Texas
General,United, Progressive, Infinity, Endeavor, Pronto Mga, Affirmative,
American South West, American Risk, Columbia Lloyds, Tapco).
.Supervised and managed Siempre Insurance for Administration Department.
. Collected premiums from policyholders and kept records of payments.
. Successfully handled claims and underwriting issues.
Cash handling and submitted and reviewing daily reports.
Auto Refinance Source Inc., Houston, Texas
06/2005 -02/2008
Credit Operations Call Center Customer Service Representative
Answered multi-line telephone, routed calls, and took accurate messages
. Daily operations of processing and submitting loan applications for
approval of
Auto Refinancing.
. Interviewed customers to obtain information and explain available
financial services, such as lowering interest rate, extended warranty
and gap coverage.
.Trained and managed clerical processing and achieved significant
improvements in their productivity.
. Supervised and managed Credit Operations processors applications for
submission productivity.
. Obtained credit records from credit reporting agencies.
. Responsible for fax server, Chase Auto finance callbacks approval
submission
. Responded to written and telephone for additional information needed
require
d completing application approval for review by credit Analyst and Loan
Officer.
. Translated for Spanish speaking customer on status or completion of
sale.
Education
1998 - 2001 Ball High School, Galveston, Texas USA High School
Diploma