Customer Service Manager

Laura O. Contreras

702-***-**** ***********@*****.***

**/** – 03/14 Wynn/ Encore Resorts Las Vegas, NV

Call Center Reservations Agent

Manage inbound calls

Assisted future guest with room reservations

Assisted guest with planning special events

Managed restaurant reservations and Show Reservations

Described and painted a perfect picture for guest not familiar with the resorts

Provided Quality customer service to all guest

Received excellent Quality Assurance Scores every month

Assisted with side-by-side training for new agents

Operated (Opera, Titan, Dashboard, Passkey, Nice, Pro-Host, Guest Bridge) Programs

Volunteered with the decoration committee

10/11 – 04/12 AGR Group Las Vegas, NV

Energy Specialist

Customer Service

Sales Agent

Data Entry

Pre- Qualifier

Manager in Training

09/10 – 5/11 Aegis/ Experian Joplin, Mo

Sales/ Customer Service Supervisor

Sales floor Supervisor

Customer Service for credit monitoring

Handle Retention calls

Used Source, CST and basic computer programs for daily tasks

Team Leadership

Community Committee

08/07 – 08/ 10 Dumar International/ CFS La Mirada, CA/ Joplin, MO

Electronic Technical Support/ Customer Service

Provided technical support to all customers

Responsible for documentation of repair, burn, and refund cases

Responsible for updating and maintaining client files

Supervising and training new tech support employee

11/06 – 05/07 Mac Lending Inc Anaheim, CA

Loan Originator

Made cold calls to clients

Trained new employees

Processed refinanced contracts

07/04 – 08/06 Consulting Dynamics Inc Anaheim, CA

Manager: Medical Investment Company

Assistant to the owner

Managed a phone room of 20 to 30 employees

Opened / closed the office

Hired and trained new employees

Answered investor phone calls

Used Gold Mine and basic computer programs for daily tasks

Occasional meetings with doctors

Handled vendors for the company

Payroll

Compliance manager

10/02 – 09/03 Tailored Solutions Inc Anaheim, CA

Office Manager & Advertising Consultant

Managed a phone room

Handled inbound and outbound calls

Hired, trained new employees

Helped with marketing and advertising

02/01 – 09/02 Career Strategies Inc Irvine, CA

Property Manager for tax credit and conventional properties

Managed 160 to 500 units

Answered phones

Leased apartments

Scheduled maintenance work orders

Scheduled vendors

Used rent roll and basic computer programs for daily tasks

Hired and trained new leasers

07/99 – 11/00 Fairfield Residential Inc San Diego, CA

Property Manager for tax credit and conventional properties

Answered phone calls

Managed 186

Rehab accounting for $2 million dollars

Leased apartments

Collect rents/ used Rent roll and basic computer programs for daily task

Scheduled maintenance work orders/ Vendors

Hired and trained new leasers

04/98 – 07/99 La Quinta Inn & Suites Costa Mesa, CA

Front desk & Assistant Manager

Answered phone calls

Reservations

Check Ins & Check outs/ Walk-ins

Checked rooms

Used basic hotel programs for daily tasks

Hired and trained new employees

Education:

07/95– 07/99 Rio Hondo College

Whittier, CA

Business Major

Psychology

06/92 – 06/95 South Gate High School

South Gate, CA

General Education

Dance Team (3 years)

Peer counselor (2 years)

Swim Team (2 years)

Cheer leading (3 years)

School Committee (1 year)

Languages: Fluent English and Spanish.

(References and Merritt Certificates available upon request)

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