Customer Service
Resume:
Cathya Castillo
******.********@*****.***
***** ** ***** *** *****, FL 33186
OBJECTIVES
To become a part of this reputable growing organization in which we can mutually benefit from our
experience for professional growth.
EDUCATION
Miami Dade College
01/2014 currently enrolled AA in Mass Communications
Miami Coral Park Senior High
5/2006 High School Diploma
SKILLS
Over 9 years of customer service experience
Over 8 years of training experience
Over 5 years of fraud prevention experience
Over 4 years of call center experience
Bilingual (Spanish and English)
Excellent interpersonal skills
Negotiating skills
Cash handling experience
Retail insight
Problem solving/ reasoning/ creativity
Adaptability and flexibility skills
Attention to detail
Typing 45 wpm
Team worker
Great professional attitude and personality
Computer literacy: Windows XP pro/VISTA/7 pro+ enterprise/windows 8, Microsoft suite
2003/2007/2010/2013 (word, excel, Power Point, Outlook, Access, etc.), Accurint, D&B,
ideology, SAP, Go to meeting, CISCO and PCS.
EXPERIENCE
Systemax – Call Center t 7795 West Flagler ST Miami, FL 33144
Credit Card Analyst (Fraud Prevention and order processing) January 2010 – Sept. 2013/Dec. 2013
March 2015
Verify customers that are placing orders online or by phone following company
regulation.
Make sure that person is authorized to use credit card by contacting issuing bank and
doing Name, address and phone number verification.
If the bank advices of fraudulent activity, the order is automatically cancelled and
account is flagged along with the address in our system.
If bank verification was successful, we continue with the next step.
We validate the billing and shipping address with Accurint (public records page), if any
of those addresses are not listed to the names given we require additional information.
Additional information required ; We can ask security question found on the public
records page, if failed, we will require documents such as driver’s license, bank
statements and/or utility bills.
Documents such as driver’s licenses are validated using government issued books.
Utility bills are compared to ones we can find online and statements will reflect if it’s
original or not depending on appearance and format.
If both addresses are found listed we would go ahead and process.
Each order is unique and not necessarily handled the same way in each occasion.
I was in charge of training new outsourced employees by using Go to meeting over the
phone while sharing my screen; I taught how to spot the main signs of fraud, how to
proceed, what type of documents to ask for and how to use our system.
I also assist the receptionist during her breaks and lunch during which I answer the
multiple line phone system and screen calls, greet visitors, manage room reservations
and issue wireless access.
TigerDirect Flagler Store t 7795 West Flagler ST Miami, FL 33144
Assistant Head Cashier/Sales June 2007 October 2009
Give register to each cashier at the beginning of the shift and count them at the end of
each as well.
When the head cashier was not in I would fill in and make the deposits in the morning
and ask for whatever bills or coins were needed, if any.
Train all new cashiers.
Assist managers with any customer that needed help having an issue resolved. I assisted
customers with purchases, product questions and sold warranties and antivirus (CA) on
weekends, rush hour or when approached. I’m mostly knowledgeable in electronics
(laptops, desktops, cameras, mp3/mp4’s, etc.)
Distrivalto USA Inc. t 8400 NW 36th St. Ste. 200 Miami, FL 33166
Purchasing Assistant September 2013 – December 2013
Negotiate order purchases with overseas vendors.
Answer emails in a timely manner.
Communicate with our China team regarding any PO questions, testing results,
additional paperwork needed, etc.
Place orders for warehouse supplies, office supplies and company’s purchase Orders .
Help with answering the phone when receptionist is unavailable.
Help owner with special projects such as; creating QR codes for showroom samples,
finding the correct app to use, label all showroom samples and make sure QR codes are
scanning showing the correct information.
Go to the warehouse and compare current inventory with the numbers shown in SAP.
Maintain inventory updated in SAP by checking in with warehouse manager.
Give owner statistics of improvements of orders placed, how quickly the item is moving
and help make decisions regarding purchase order amounts vs items sold.
La Carreta Restaurant t 10633 NW 12th St Miami, FL 33172
Head Cashier June 2003 June 2007
Provide training to all new cashiers.
Take delivery and take out orders over the phone and in person.
Provide servers with change for their tables and charge credit cards.
Assist the hostess if needed with sitting.
Make schedules for hostesses and cashiers.
Help the manager with Thanksgiving and Christmas orders.
Count my register at the end of the shift.
References available upon request.
Contact this candidate