Customer Service Manager
Resume:
Liza De La Cruz
*** ****** ****** ******** **, **212
****.********@*****.***
Objective: Seeking a rewarding and satisfying career in which I can apply all my knowledge and
skills building a strong path in assisting the company growth. Dedicated individual in
building a strong customer relationship to assure company maximum productivity and
a high quality service at all times.
Experience: Lead ATC Ride Assist Representative
Logisticare Solutions LLC - September 2013 – September 2014
Provide professional, courteous, responsive and accurate service to members.
Schedule, modify and cancel member’s trip reservations
Obtain and document all details on complaint being filed
Work closely with Fraud and Abuse department to determine fraud
Collects monitor drivers and provider compliance information
Answer a high volume of calls responding to member inquiries
Maintain a polite and courteous manner at all times
Promote a positive work environment
Record and initiate investigations of complaints
Assist in the training of new hires as require by managements
Assist in the analysis of existing procedure to identify efficient and effective
methods for accomplishing monthly goals.
HIPPA Compliance
Executive Administrative Assistant
ConEdison of New York (Energy Services) October 2012 – June 2013
Maintain workflow by analyzing methods, implementing cost reductions and
developing reporting procedure
Resolve potential problems before they have a negative impact in the company by
coordinating preparation of reports, analyzing data and identifying solutions
Maintain managers agenda and prepare board meetings as well as preparing
agenda for board meeting
Prepare business correspondence and meeting minutes
Serve as a gatekeeper for Departmental Executive manager, General manager, and
floor manager
Maintain confidential record and files
Brief personal in current priority projects and deadlines
Monitor ongoing activities and revise contract
Kept track of legal certification according to government regulations
Create and modify Electric and Gas jobs for building/houses 1-10 story
Handle directly all Brooklyn & Queens Gas and electric emergencies
Track and analyze trends on integration request and generate statistical reports
Analyze problems to identify significant factors, gather pertinent data, and
recognize solutions
Ability to conduct research on wide range of computer system as required
Audit stand procedure, technology, reports and inspector field work; 45% of field
audit on inspector work related task, serving as a survey representative.
Customer Service Tech Support
Cablevision Systems Call Center September 2011 – March 2012
Answer a high volume of calls pertaining to customer cable service
Billing inquiries and dispute support
Processing payments
Troubleshooting technical service
Up-selling company new products and upgrading customer level of service as
require by them
Process credits towards customer account after reviewed
General technical inquiries
Providing an appropriate resolutions for customer based on the information
provided
Service disconnect/reconnect
Schedule technicians appointment
Working simultaneously with multiple software
Consistently and accurate documentation of data bases (KDB,IDA, forms, ITT,
etc)
Human Resources Sr. Specialist/Quality Assurance Specialist
Koncept’s Professional Systems February 2007 – May 2011
Service and maintain renewal policies
Sending out customer complaint forms and following up vi verbal and written
correspondence
Reviewing all customer claims forms
Code and process payables
Provide light administrative support to VP & CEO as needed.
Coordinate on-boarding activities; background checks, reference checks, new hire
kits, HRIS, security access, etc.
Handle employees time & expense (ADP & Insperity TimeStar)
Handle time-offs request
Monitor staff office budget to funds are obligated and spent in a timely and
effective manner.
Audit solved complaint by other quality assurance representatives
Create daily, bi-weekly, reports of company expenses and performance
Handling and correcting employees concerns/issue
Provide recruiting, benefits administration and compliance support to HR
Manager
Handle all employee corrective actions and termination process.
Conduct research on emerging products, services, protocols and standards in
support of integration procurement and development efforts
Customer Service Team Lead
Authority of Electric Energy of Puerto Rico June 2007 -- November 2009
Coordinate work for Customer Service Associates
Ensure the highest level of customer care is being provided
Supporting financial results by minimizing rework and abandon calls
Ensure adherence to business guidelines, safety and security procedures
Handle employees time sensitive material
Help resolved employees and customer concern/issues
Assisting manager with quarterly business reviews
Performed duties and special requests as assigned by management
Attain a high volume of calls pertaining to customers inquiries
Provide constructive feedback and recognition to team
Handling energy emergency calls and forwarding to the Energy department
Updating notification web-board base on company daily new notifications
Process businesses
account and payments
Administrative Manager
D’lord Beauty & Supply April 2005 – March 2007
Coordinate strategic projects as they arrive
Assist in arbitration and legal matters
Perform clients contact as necessary to resolved concern/issues
Supervise all clerical and other personal
Handle all employees time recording (ADP)
Selection and interviewing of prospective employee
Creating and updating member's accounts as needed
Revise and create company correspondence
Assist VP in company decision making
Revise employees corrective actions and couching
Oversee and manage all other departments including (Human resources programs,
benefits, funds administration, clerical personal, contractor and staffing temporary
employees.
Develop and maintain a maintenance on calendars by application and interface
Conduct team meetings to update team on company news and changes
35 % travel to other locations, to audit site performance.
Skills:
Fully Bilingual in Spanish/English
Excellent Microsoft Office applications skills (Excel, Power point, Access, Outlook)
Detail oriented, multi-tasking and active listening skills
Excellent written and communications skills
Highly organize, self-directed and team oriented
Strong analytical and problem solving skills
Honest and trustworthy
Reliable, hardworking and driven to success
Excellent Computer Proficiency
Typing speed 55-60 wpm
HIPPA Experience & Knowledge
FDA Knowledge
Education: Intelligence Studies
American Military University -- Present
Psychology Studies
Carlos Albizu/Interamerican University -- June 2009
Administration Certification
SGNS Institute of Puerto Rico -- May 2008
Reference: To be requested.
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