Customer Service Manager

JULIET CASTILLO

********@*****.*** 714-***-****

**** ******* **., ***** ****, CA 90620

PROFILE

To secure a position in a progressive organization which offers a challenging atmosphere with

substantial opportunity for growth and advancement.

PROFESSIONAL EXPERIENCE

November 2009-October 2014 ATT Telephone Co. Fresno, CA

Customer Information Services

• Handles high volume of calls from both external customers and other company

employees which requires a high degree of accuracy, courtesy, tact, and efficiency. High

degree of flexibility is required.

• Utilize computer terminal and keyboard arrangement or paper records to input data,

retrieve and quote number referral and special messages contracted by the customer.

• Provide customer assistance by resolving complaints and answering questions.

• Explain company refund policy and process appropriate customer credit requests.

• Work a variety of different assistance services throughout a tour based on the needs of the

business.

• Strive to meet company’s monthly goal for sales by offering Business Category Search

(BCS).

June 2007-November 2009 SBC/ATT Telephone Co. Orange, CA

Operator Services

• Handles emergency calls (i.e. fire, accidents, etc.), special assistance calls for people

unable to dial, local calls that require the help of an operator and other inquiries about

telephone usage.

• Uses reference material located at each position to determine rates and customer

operation instructions.

• Deals with all segments of the general public (pleasant to challenging) and is required to

handle each call quickly, pleasantly and accurately to meet customer and company

service expectations.

• Part of an elite team who initiated Business Category Search (BCS) to subscribers who

opted to find any type of business category with an additional cost.

November 2000-June 2007 Pacific Bell Anaheim, CA

Directory Assistance Operator

• Accesses computer by inputting alphabetical details to bring up requested listings.

• Furnishes information to callers requesting business or residence telephone

numbers.

• Provides enthusiastic, friendly, courteous and fast service at all times.

September 2000-November 2000 Four Points Sheraton Anaheim, CA

Administrative Assistant

• Handles all incoming and outgoing correspondences of the company, maintain

records to monitor movement of documents and informs manager of confidential

correspondence received.

• Monitor employees’ leaves and absences, as well as ordering of office and

cleaning materials for the hotel consumption.

• Prepares found report, replenishment, and vouchers; issues check for payment.

• Screens all visitors of the manager to determine appointment schedule.

• Perform other tasks that may be assigned from time to time.

EDUCATION

March 1983-March 1987 University of Santo Tomas Manila, Philippines

Bachelor of Science in Hotel & Rest Management

SUMMARY OF QUALIFICATIONS

• Customer Service and Relations

• Billing Database Verification/Procedures

• Interpersonal Abilities

• Clerical/Computer Skills

• Communication Skills (Speaking/Writing)

• Customer Contact/Relations

• Customer Support and Interaction

• Customer Satisfaction

REFERENCES

• Janelle Estrada, Acting Manager-ATT, Customer Information Services, Fresno, CA

• Sara Mullin, Service Assistant-ATT, Customer Information Services, Fresno, CA

• Soledad Gutierrez, Friend-ATT, Customer Information Services, Fresno, CA

• Lisa Terrell, Former Officemate-Makita USA, Customer Service Rep., La Mirada, CA

• D’Juana Davis, Former Officemate, First Student, Inc., Driver, Gardena, CA

• Liz Gardner, Former Officemate, United Health Care, Customer Serv Rep., Cypress, CA

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