Customer Service Representative

Gilbert Serrano

******@*******.***, Home # 619-***-****, Cell # 619-***-****

Technical Knowledge:

Microsoft Office UNIX, AS400 ICOMS

Network Design and installation Visual Basic 6.0 iNav, Remedy

HTML5 and CSS3 Web Markup Language, Windows 10

Education:

Remington College: Associate Degree in Computer Science 10/05

Received 2 Deans Awards and 1 Presidents list Award

Coleman College, La Mesa 10/97

Certificate in Computer Applications and Networking

Certificate of completion for Perfect Attendance + Successful Student Seminars

Languages:

English, also Fluent in Spanish, both conversational and written

Work Experience:

Customer Service Representative 4/15 – 6/15

CSA Travel Protection (Office Staffing Resources)

* Answers incoming calls from queue in a professional and courteous manner

* Ensure that customer and business partner requests are fulfilled and questions are answered in an accurate, knowledgeable and efficient manner

* Transfers callers to the appropriate departments

* Escalate calls to supervisor as warranted

* Ensure that caller issues are resolved and followed-up in a timely manner

* Renders assistance to travelers in emergency situations

* Enter appropriate comments and notes within customer database

Handyman Assistant 05/13 – 4/15

Ross Property Management - San Diego, CA

* Assist in gathering tools for projects

* Painting, roofing, flooring

* Installation of Coaxial cable and splitters

* Installation of security doors and security windows

Customer Service Representative 10/12 – 04/13

Triwest Health Alliance (AppleOne Employment Services)

* Assist Active Duty Military Service, and Family Members with Health Benefits

* Assist Doctors and Nurses verify Benefits and coverage information

* Inform Beneficiary, or nurses of pertinent info while conforming to HIPPA laws

* Confirm and/or explain process/procedure for Authorizations and Referrals

Handyman Assistant 02/11 – 9/12

Ross Property Management - San Diego, CA

* See above

Technical Support Representative 11/06 – 01/11

COX Communications, Kearney Mesa

* Self Installation Help Desk

* Answer incoming calls (English and Spanish)

* Assist Customer with questions about services

* Troubleshoot Problems with HSI and Cable service over the phone

* Setup appointments as needed, Report issues

Customer Service Representative 1/04 – 11/06

Household Auto Finance, Kearney Mesa

* Answer incoming calls (English and Spanish)

* Assist with setting up Allotment for Military Customers

* Process applications for Loan Modification

* Send proper forms to customers as necessary

Customer Service Representative 6/03 – 9/03

Maintenance Warehouse, Poway (Adecco)

* Answer incoming calls

* Notify Warehouse of shipment problems

* Forward calls according to customer inquiry

Transferable Skills: Follow instructions well, extensive vocabulary, excellent speller, team player, good analyzing skills, attentive to details, dependable, reliable, quick learner, versatile, adaptable, and great communication skills.

Security Clearance: U.S. Customs at Lindbergh Field International Airport, also U.S. Department of Defense Security Clearance via background check valid through 2023.

Volunteer Experienced: NBC Telethon for Hurricane Katrina Relief Efforts, Computer Museum of America at Computer Expo 97 (San Diego Convention Center)

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