Customer Service Representative

DANIELA D. FERNANDEZ

**** ** **** ***. *** ***, mIami FL, 33125.

Tel: 305-***-****

****************@*****.***

PERSONAL PROFILE

Dedicated, committed and self-motivated employee with great customer service experience who will suit the needs of

your customers.

WORK EXPERIENCE

9/17/2014 to 3/13/2015

United Nearshore Operations

Santiago, Dominican Republic

Customer service representative

• Responded to incoming chat messages from customers relating to rebate programs that supported various

mayor retail company’s

• Averaged 12 to 14 chats done per hour and 50 words typed per minute.

• Answered customers inquiries and questions

• Troubleshoot problems.

• Managed and resolved customer issues

• Assisted customers with product/rebate information

• Processed orders

• Identified and scaled issues to various departments

• Documented all calls information in Synergy system

•

7/14/2014 to 9/12/2014 Cultural center Dominico-Americano Santiago, Dominican Republic

eNGLISH (ESL) teacher

• Provided the cultural bridge for the student between the student’s native language and the English language and

cultural experience

• Demonstrated the similarities and the differences between the two cultures.

• Prepared lessons plans tailored to meet each student's individual needs.

• Taught non-native students basic skills and provide a role model for students to develop a love of reading and

literature.

• Taught students basic fluency and development of vocabulary in conjunction with reading, writing, listening and

talking skills to maintain typical conversations.

• Developed and administered exams.

• Maintained student records of the class progress, behaviors, attitude and reactions towards different situations.

9/2/2013 to 6/30/2014 Data Vimenca Santiago, Dominican Republic

Customer service representative

• Responded to incoming calls from customers relating to money transaction programs that supported Western

Union.

• Averaged 110 calls per day

• Answered customers’ inquiries and questions.

• Troubleshoot problems.

• Managed and resolved customer issues.

• Assisted customers with product/transaction information

• Processed orders

• Identified and scaled issues to various departments

• Documented all calls information in CSC Package, FIS, MCP1 and MCP2 systems.

•

9/1/2012 to 4/1/2013 Agustina’s Retail Store Santiago, Dominican Republic

Store’s clerk

• Operations Management.

• Provided Customer Service.

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• Processed payroll.

• Prepared and processed bank deposits

• Performed inventory control functions

• Accepted and reconciled cash receipts. Responsible for accounting management – performed accounts payables of

vendors. Maintained accounting books and customer’s records –all of it- by using Quickbooks system.

•

EDUCATION

2014

T EACHER TRAINING COURSE CERTIFICATE

2008-2012

University of Oregon

Campus in Santiago, Dominican Republic

High school Diploma St. Ana School SANTIAGO, DOMINICAN

REPUBLIC

•

ACCOMPLISMENTS

•

• Data Vimenca – Recognized as “Top Agent of the Month” – September 2013 and June 2014

• Academic - Medals for: Cooperation, Academic excellence, color guard 2012

• Academic - BanReservas Honorary recognition of Kids Fable writing contest 2002

SKILLS

• Computer programs: MS Offices suite; Word, Excel, PowerPoint, Avaya phone system, CSC Package, FIS,

Synergy rebate system, My Card Place (MCP1) and MCP2 systems, Quickbooks.

LANGUAGE

• Spanish – Read/Write Native

• English – Read/Write Native-Like

IMMGRATION STATUS

• US Permanent Resident

REFERENCES

Mrs. Sandy Trujillo Associate Director – Management Consulting for Advaion

Cel. 305-***-****

Flora Biel ATM sales and placement agent - Business Services and Solutions, INC.

Cel. 954-***-****

Damaris Breton Orlando, FL Police Officer

Cel. 954-***-****

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