Customer Service Management

Norma Garcia

Customer Services Specialist

EE Executive Profile

Dynamic and energetic customer services financial / loan processing and property management

executive with demonstrated accomplishments. Over ten years of experience in aviation passenger

handling and customer services, loan application processing and property management. Seeking a position

in an organization whereby I can utilize my extensive experience, education and inte rpersonal skills to

contribute to my employers overall efficiency.

Core Competencies & Critical Skills

Initiative to pursue new ideas & challenges in Possess operational experience and background

line with vision & priorities of organization to coordinate with airline reservations,

operations, airport and other agencies

Expertise in customer service and ability to Excellent communications skills to handle

work at ease at all levels of station customers and travelling passengers and

management, and senior executives. provide assistance and clear directions.

Fast learner who believes in learning critical Communicate corporate policy & interact with

cross functional expertise in working with all levels of staff, management internally and

successful team to manage externally.

.

Professional Employment History

ALLIANCE RESIDENTIAL March 2010- Current

Assistant Manager/Sales Associate

Responsible for apartment sales and customer satisfaction. Assist customers selecting their new home and

qualifying them to rent apartment. Focus in resident retention and sales performance. Assist Manager with

month end reports, bookkeeping and marketing. Responsible for resident concerns and problem resolutions.

CUSTOMER SERVICES AGENT April 2008 – Current Westjet Airlines, Las Vegas

Jan 2003 – April 2008 Aloha Airlines, Las Vegas, NV

PASSENGER SERVICE AGENT

Provide customer service to airline passenger including registration check-in, pre-booking seating

baggage service and ticket processing. Supply a list of service detailing what kind of accessible

facilities and equipment are available for disable passengers.

Aug 2008 – Dec 2009

LEASING CONSULTANT Mesa Club Apartments, Henderson,

NV

Extensive experience in the property management industry, outstanding organizational, negotiating and

multi-tasking skills, renewing existing leases, reviewing property site conditions and communicating

with residents concerns regarding work orders.

LOAN OFFICER Dec 2002 -Aug 2007 Custom Home Loans, Las Vegas,

NV

Provide assistance to clients regarding their loan application and discuss available loan programs that

would meet their financial needs. Service also included confidentiality of information and client

assurance beyond the completion of the loan processes and approval.

Norma Garcia

NEW BUSINESS SUPERVISOR April 1981 – June 2002 G.E. Financial/First

Colony Life Insurance

Job duties included supervising, training and organize department personnel for new business

processing. Interview and evaluate potential new employees. Evaluate employee’s performance and

prepare performance appraisals. Consult and assist other supervisors on workflow enhancements and

procedural changes effecting department as a whole. Provide guidelines and support in all areas of

supervision. Promote and maintain effective positive relationship with the field force and other

external contact. Document, analyze and distribute work assignment(s).

Generate statue reports and review timesheets.

Education & Professional Qualifications

High School Diploma W.R. Farrington High School, Honolulu Hawaii, U.S.A.

G.E. Financial/First Colony Management Course

LEADERSHIP / MANAGEMENT TRAINING

Intro to PC/DOS Successfully Manage Your Time

Interviewing & Selection Stress Management

Performance Evaluation Time Management

Coaching & Counseling Employees for Intro OS/2

Effective Job Performance Integrity Awareness

Time Systems Overview Quality Awareness

NAILBA Quick Start Communication Dynamics

Key Skills for Supervisory Success Working Effectively in Teams

Preventing & Eliminating Sexual

Embracing the changing Environment

Harassment

Professionalism in the First Colony

Environment

CERTIFICATIONS / ACCOMPLISHMENTS

Using Office Version Medical Billing & Coding Course

Customer Service Excellence Computer Training, Microsoft Office, MS

Effective Business Writing Product, Outlook-Emails

UCLA Medical Center On-Job Training Fair Housing

Certificate Fair Housing 2

Contact

Phone: 702-***-**** (H) Mobile: 702-***-**** Email: ************@*****.***

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