Customer Service Representative

DORA I. RAMIREZ

*** *.* ***** ** Pembroke Pines Fl 33028

***********.*******@*****.*** 305-***-****

Dear Recruitment Professional:

In the interest of exploring Main Line employment opportunities, your organization has caught my attention as one that will provide me

with the challenge, diversity, and growth I am seeking. I am attaching my résumé describing my qualifications and credentials for your

review.

As my résumé indicates, I have experience in Customer Service and Business Operations within diverse and demanding business

environments. My background includes extensive contact with diverse groups of people and I have always provided the highest degree

of customer service to clients with great success.

Looking to take the next step in my career, my goal is to secure a challenging position with a progressive organization where opportunities

for growth and advancement are based upon outstanding performance. I am most interested in partnering with a quality driven company

who values success, ethics and a high caliber of professionalism. I am best suited to be part of a team and work with a firm dedicated to

core values and excellence. Areas of strength encompass:

Customer Service Operations and Administration

Outstanding Communication and Interpersonal Skills

Able to Take Control and Work Competently Under Stress and Pressure

Positive Attitude with Highly Professional Appearance and Demeanor

Strong Planning, Organizational, and Time Management Abilities

Commitment to Personalized Customer Service Focusing on and Anticipating Client Needs

In recognition of the quality of your company, I would like to speak with you regarding potential opportunities, as I

believe I will be an asset to your organization. I am certain that I will benefit your firm through my leadership,

customer service, dedication, enthusiasm, and business experience. Please contact me to arrange an interview. Thank

you for your consideration. I look forward to further discussing my qualifications and credentials with you for a position

with your team.

Respectfully,

Dora I. Ramirez

Dora I Ramirez

Attachment: Résumé

DORA I. RAMIREZ

316 N.W 153rd LN Pembroke Pines Fl 33028 305-***-****

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

OVERVIEW

Dynamic, self motivated Customer Service professional with experience in all aspects of client relations and successful background

in providing exemplary levels of total quality customer service. A successful, polished individual with a professional appearance and

demeanor who is flexible, responsive, and customer focused. Strong business acumen and a practical sense of what works in complex

business environments. An enthusiastic, high energy, team player with a strong foundation of integrity. Proven record of consistently

meeting or exceeding goals and performance objectives. Bilingual: English and Spanish.

PROFESSIONAL EXPERIENCE

Macy’s Department Stores, Inc. Hialeah, FL 2005

present

Sales Representative/Customer Service Associate

Hired as a sales and service consultant to advance new business development initiatives and oversee merchandising efforts in the

fashion jewelry and handbags department of this major department store. Consult with customers to make product recommendations,

assist with selections, maximize sales, provide register support and open new credit accounts.

Emphasis on providing superior quality customer service to ensure complete customer satisfaction.

Engage in suggestive selling of merchandise and upsell customers to increase average sale.

Assist customers with credit applications. Track stock inventory and arrang displays of jewelry and handbags.

Consistently meet and exceed work performance standards and goals.

Awards and Recognition:

Extreme Seller Award, Handbags, 02/2012. Outstanding Credit Producer, 2011 and 2012

Make Magic Award, 2011 and Search & Send Star, 2011.

Top Credit Producer Award, 38 times 2005 2012.

Customer Commendation Letter, 02/2008 (5 letters); 05/2007; and 09, 11/2006.

Outstanding Performance Award FL Winner of the Month, 02/2008.

FLA Winner for the Month, 21 times and Top Specialist of the Month, 14 times during tenure.

Florida Leading Achiever 15 times during tenure. Star Academy Top Credit Producer 12/2006. Macy’s Diamond Star 2006.

Celtel Telephone Company 2000

2005

Customer Service Representative

Received, processed and resolved incoming service calls for technical and billing issues. Also accountable for marketing and selling

additional company products and services. Completed internal and external correspondence documenting actions.

Conducted troubleshooting of simple and complex member calls, as well as on line problems and billing errors by implementing

appropriate solutions. Delivered prompt, efficient handling of incoming customer inquiries with exceptional customer service.

Analyzed and made recommendations offering products and services for customer satisfaction.

Performed account expansion and retention activities including cross selling into new areas, solution selling, negotiation and

closing for company products.

Continuously received outstanding service performance appraisal ratings and awards.

Bank Credomatic (MasterCard)

1997 2000

Customer Service Representative

Assisted card members with account inquiries and concerns with emphasis on adding incremental value, increasing customer loyalty,

and delivering exceptional customer care. Completed internal and external correspondence documenting actions.

Provided excellent and prompt service to incoming customer inquiries by actively listening to card member requests.

Explained the benefits of the card and promoted other products and services.

Quickly and effectively resolved customer challenges and implemented complete problem resolution for card members.

Understood customer needs and built rapport with customers to retain business.

EDUCATION

Business Administration (3 years), Autonoma de Honduras University, Honduras

COMPUTER SKILLS

Microsoft Word, Excel, PowerPoint and Outlook, as well as Internet applications

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