Customer Service Care

Migdalia Torres

** ****** ** **********, ** *****

*********@*****.*** 973-***-****

Customer Service

Business Development Relationship Building

Highly organized professional forging strong business relationships, accurately assessing client needs. Excel in dynamic, fast-paced environments requiring collaborative effort and dedication to bottom-line results.

Professional Experience

UNITED STATES POSTAL SERVICE Montvale, New Jersey

Supervisor (6/2013- Present)

Skilled at coordinating management processes to include creating logistics plans, monitoring of staff, and performing quality reviews of customer service.

Utilize computer tools to develop pivot plans and statistical data to measure volume of work distribution and successful

Handle daily duties spanning planning of work schedule and monitoring attendance, policy implementation, technology coordination, and priority determination in order to meet agency goals and objectives.

Oversee the efficiency of processes to ensure quality collection, sorting and distribution of outgoing mail.

Investigate customer service complaints and identify opportunities for improvement.

Ensure that safety protocols are followed by staff.

Control cost through following strict agency procedures and policies.

Provide excellent customer service to visitors; answer and respond to inquiries.

Key Achievements

Leverage bilingual skills in Spanish and English

Handle large workload while applying business methodologies in order to meet deadlines.

Letter Carrier (10/2006 to 6/2013)

Performed day-to-day functions to support agency goals, working closely with co-workers.

Delivered mail to residences and business establishments along specified routes by walking and/or driving, using a combination of satchels, carts, cars, and small trucks.

Ensured all express packages were delivered by specified deadline.

Maintained accurate record of deliveries.

Met schedules for the collection and return of mail.

Recorded address changes and redirected mail for those addresses.

Answered customers' questions about postal services and regulations.

Provided customers with change of address cards and other forms.

Reported any discrepancies concerning mail delivery.

VERIZON WIRELESS Morristown, New Jersey

National Accounts Coordinator (05/2004-05/2005)

Activated new account shells and phone numbers, using five different billing systems.

Maintained accounts, by providing rate plan analysis.

Assisted customers with technical calls, by troubleshooting, using MTAS program.

Retained customers from disconnecting, by offering suitable plans, and phone packages, which extended their contracts for 1 to 2 years.

Trained new employees. Monitored calls and performed quality reviews.

Customer Care Senior Representative (10/2000-04/2004)

Provided outstanding customer satisfaction through consistent, friendly and professional call handling while following all policies and procedures.

Learned and utilized phone and computer system efficiently.

Effectively coached representatives to ensure highest level of quality.

Maintained a thorough knowledge of programs, policies, and technology.

Monitored assigned trainees calls for quality and customer satisfaction.

Maintained accurate and sufficient documentation of trainee calls including positive observations, as well as areas of needed improvement.

Provided ongoing call evaluations to the appropriate Operations Manager/ Supervisor.

Participated in answering live calls, handling escalated calls and counseling trainees as required.

Educational Background

High School Diploma

Union Catholic Scotch Plains, NJ

Technical Proficiencies

MS Office, USPS Proprietary Technology

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