Customer Service Manager

Rosa Maria Acosta 770-***-**** *********.******@*****.***

Bi-Lingual Customer Service Professional

PROFESSIONAL SUMMARY

An experienced bi-lingual customer service professional with the ability to communicate across multiple levels with a solid track record of exceeding customer expectations as well as improving customer relationships. Ability to effectively communicate in both English and Spanish to resolve customer issues.Demonstrated ability to perform in heavy call center environments and resolve customer issues. Solid Administrative skills and professional etiquette.

WORK EXPERIENCE

Georgia Auto Pawn Marietta, GA

Branch Manager

February 2011-March 2015

Responsible for total branch performance in accordance with company policy and procedures. Ensure store profitability and manage and develop branch personnel. Plan, implement, and manages areas of responsibility to facilitate continuous improvement and personal growth while supporting company goals, missions and vision.

Duties:

● Responsible for accounts receivables posting collections payments to customer’s accounts inbound and outbound calls

● Answer customer questions regarding problems with their accounts.

● Advise customers of necessary actions and strategies for debt repayment.

● Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.

● Confer with customers by telephone or in person to determine reasons for overdue payments

Rosa Maria Acosta 770-***-**** *********.******@*****.***

Bi-Lingual Customer Service Professional

and to review the terms of sales, service, or credit contracts.

● Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.

● Approves Applications

H&R Block

Marietta, GA

Seasonal Customer Service Coordinator February 2008–February 2011

● Interact with customers to provide information in response to tax return inquiries

● Handle and resolve customer complaints

● Entered data into systems accurately and in a timely manner

● Filed customer documents

● Set appointments for customer and provide follow-up accordingly

ProCore Solutions

Marietta, GA

Customer Service/Front Counter/Cashier April 2006-July 2008

● Answered inbound calls regarding account inquires such as new service, disconnections, andtransfers

● Assisted customers with opening new accounts, processing payments, and setting payment arrangements

● Resolved customer issues and disputes, explained the nature of the problems and negotiated repair commitments

● Translated written and oral Spanish

● Ensured proper documentation on customer’s accounts

Relevant Work Experience (International)

Rosa Maria Acosta 770-***-**** *********.******@*****.***

Bi-Lingual Customer Service Professional

● Instituto De Banca y Comercio, Nail Technician Instructor Fajardo, Puerto Rico

September 2004-June 2005

● Rosa Creative Nails, Owner/Operator Fajardo, Puerto Rico

February 2001-September 2004

● Air St. Thomas, Ticket Agent and Reservationist Fajardo, Puerto Rico

***REFERENCES – Available on request

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