Customer Service Representative
Resume:
Roxie Villalta
**** * ***** **** ***., Broken Arrow, OK 74014
************@*******.***
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Professional Experience
A self-motivated and organized professional with over 25 years of experience providing administrative and
technical support. With excellent interpersonal skills, I am able to work well with all levels of internal
management and staff as well as outside clients, while practicing in a confidential environment. Also, with my
above average computer skills, I have proven to be a quick learner and have the ability to pick up any system
quickly.
HP (Hewlett Packard) Enterprise Services June 19. 2011 – Current
(Supporting Pfizer Pharmaceuticals)
January 2012 – Current Quality Analyst
Reviewed, scored and coached Service Desk Representatives regarding their inbound communications.
Created the processes for handling and reporting of incoming Customer Satisfaction Surveys.
Handled all incoming customer satisfaction surveys.
Communicated to both management and agent of both positive and negative verbatim comments.
o If comments were negative, coordinated and resolved the issue to the client's satisfaction.
o Produced monthly management reports for agent call quality and Customer Service Surveys.
Assessed the impact of current business processes on users and stakeholders.
June 19, 2011 – January 2012 HP IT Service Desk Representative III
Identified and resolved client's issues via phone and remote support in regards to their technical support needs in relation to
hardware and software on multiple products such as Lenovo desktops and laptops, iPads and iPhones, BlackBerry, various
network and personal printers, as well as IP and standard desktop phones.
If issue could not be resolved, escalating to the proper team and determining proper priority and service level.
Global support from different lines of business. Ranging from manufacturing to executive support.
My first call resolution and quality was always at the top of the teams and above client's required service level.
West Corporation June 07, 2010 – April, 2011
(Supporting Qwest Communications, LLC)
Technical Project Coordinator
Managed all phases of iQ Networking Services projects, from post-sale to turn-up of commercial internet services.
Verified the legality of contracted services.
Worked with the customer, sales, IT, company telecom engineers, local telecom and legal department to ensure that the
contracted services were delivered as promised.
AT&T Wireless February 09, 2009 – June 07, 2010
Customer Service Representative
Handled a large number of incoming customer inquiries while maintaining excellent quality.
MetLife January 29, 1989 - July 1, 2008
August 2006 - July 2008 eBusiness Consultant
Managed all phases of the implementation and live launch of MetLife's benefit websites (My Benefits and Met Link) for
Institutional National Accounts (companies of 5000+ employees).
My responsibilities included such tasks as:
Troubleshooting system problems and outages
Project Management of complex and unusual implementations
Issues Management to ensure timely resolution of system problems or enhancements
Make recommendations for process and system enhancements
Perform website demonstration and training for the account teams and customers
Promote the use of the on-line websites to increase the use of the on-line service channel.
Roxie Villalta
March 2004 - August 2006 - Senior Web Tech CSC
Responsible for taking inbound customer calls in regards to troubleshooting, access, navigation and promotions of our
institutional and individual websites (approximately 10 websites).
While in this position, I was also asked to do special assignments due to my advance knowledge, skills and performance.
These responsibilities included such tasks as:
Training and coaching new and low performing associates
Assist supervisor with monitoring and rating calls for monthly goals
Top performer of my unit for the entire time I was in this position
October 2002 - March 2004 - eDeployment Consultant
Responsible for setting up our Small Market and Mid-Large Market Institutional customers for our MyBenefits and MetLink
websites and training HR and Benefit Administrators.
January 2000 - October 2002 - Annuity Beneficiary & Assignment Approver
Responsible for updating customer requests in regards to their contract ownership and beneficiary designation.
Gained my NASD registration
June 1998 - January 2000 - Consumer Relations Correspondent II
Responsible for tracking and responding to operational and insurance replacement complaints
January 1997 - June 1998 - Executive Secretary
Responsible for daily assistance to the Tulsa Site Leader/Director.
These responsibilities included such tasks as:
Maintaining confidential employee records
Maintaining and creating statistical reports
Reading and responding to email
Typing letters or memos
Preparing all aspects of high profile meetings (power point slide shows, audio, room reservation and arrangement, meal
planning, etc)
Preparing all parts of travel (airlines, hotels, rental cars or limos, meal planning, etc)
March 1994 - January 1997 - Marketing Consumer Relations Correspondent I
Responsible for assisting the senior correspondents and helped with the implementation of one of MetLife's 1st scanned work
distribution systems (AWD)
Was employee of the year for 1997 for my outstanding work in 1996 in the implementation and troubleshooting of AWD
January 1991 - March 1994 Correspondent Clerk I
Responsible for case assembly for the Beneficiary & Assignment and Death Claims Units.
January 1989 - January 1991 - General Clerk II and General Clerk III
Responsible for assembling and distributing work to the underwriting team.
While in this entry level position was chosen to be the back-up Administrative Assistant to the director of the New Business
division due to my positive attitude and professionalism.
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