Customer Service Representative
Resume:
Edielsy Vega
Land O’ Lakes, FL 34638
Cell: 651-***-****
E-mail: *******@*******.***
OBJECTIVE
To be a part of a global organization where my skills and knowledge are used to make positive transformations.
EDUCATION
Master of Arts in Organizational Leadership. Bethel University. (Minnesota, USA). May 2008 GPA of 3.49 out of 4.00
Certificate in Human Resource Management. Bethel University. (Minnesota, USA) October 2010 GPA of 3.23 out of 4.00
B.S. in Industrial Engineering. Dr. Rafael Belloso Chacin University (Maracaibo, Venezuela) July 2005 GPA of 3.26 out of 4.00
PROFESSIONAL EXPERIENCE
Customer Service Representative – 3M Company (February 2013 – July 2015)
Maplewood, Minnesota. USA
oManaged customer transactions to include order entry, order status inquiries, backorders, credit adjustments, and payment deductions as wells as processing of Finished Good Requisitions and Returned Goods Authorizations. Managed more than $10 million dollars in sales transactions annually.
oSustained a strong working relationship with both internal and more than 400 external customers.
oIdentified and resolved customer complaints, customer service failures and complex problems which require independent actions to correct and/or prevent.
oIdentified opportunities and implemented new processes which improved communications, operational efficiencies and service results. I’ve been involved in various projects with the 3M Cloud to improve how we process the prepayment accounts and the monthly invoices.
oAchieved improved results through efficient management of customer accounts. The 3M Cloud business has grown significantly since I started, growing from 60 accounts to over 290 accounts while providing continued excellent service to the customers. I processed over 190 invoices during the first week of each month. These invoices all have specific and different customer application requirements which need to be applied.
oAble to handle multiple priorities simultaneously and meet deadlines.
oProficient daily use in 3M tools and programs, such as, CSMS, COMS, CIDB, RRS, OnDemand, PeopleSoft
oInternal ISO Auditor.
Sales Support/ Customer service Representative - Minco Products (January 2012 – February 2013) Minneapolis, USA
oHandled strategic accounts for two regional sales manager and the Latin America accounts.
oProvided customer assistance regarding quotes, order entry, order status and return of material.
oProvided technical assistance and guidance about product portfolio.
oEnsured forms and documents comply with operational policies and procedures.
oHandled internal and external customer inquiries, claims and complaints.
oCoordinated and worked as a liaison with internal departments such as planning, logistics, engineering, sales/customer service, quality, purchasing, accounting, and more.
Spanish Interpreter - Garden & Associates Inc. (July 2008 – October 2011)
Minneapolis, Minnesota, USA
oProvided assistance to clients with limited English proficiency to improve the quality of communication between business partners and ease the services for clientele.
oProvided simultaneous translation of oral and written information from English into Spanish and Spanish into English.
oProvided assistance to the clients, including schedules and followed up appointments.
Assistant Manager - Arcadius Consulting and Emportal Group (February 2010 – October 2010)
Minneapolis, Minnesota, USA
oResponsible for the supervision of a staff of eighty employees.
oProvided assistance to external and internal customers.
oInterviewed, hired, orientated, and terminated personnel as needed.
oVerified unemployment insurance claims and referred exceptions to appropriate manager.
oAssisted with payroll including: payroll corrections, printing checks and keeping up to date employee information on QuickBooks.
oCreated weekly schedules for employees utilizing Workforce Software.
oMaintained current employee files.
o Answered incoming telephones calls, screens calls, and referred them to appropriate managers for handling.
oAssisted directly with routine inquiries from inside and outside the company on employment verifications, benefits claims processing and job openings.
oMaintained office bulletin boards for up-to-date and legal compliance requirements.
oProvided assistance with I-9 form audit performed by the Department of Homeland Security.
Mortgage Consultant Assistant - First Residential Mortgage Corp. (December 2006 –March 2008). Minneapolis, Minnesota, USA
oProvided customer service to clients.
oReviewed client’s applications to ensure that it can proceed as planned.
oOrdered appraisals, communicated with the customers on loan disclosures, interest rates, closing costs, and on a credit issues for soft closing and their funding.
oResponsible for maintaining contacts with clients, communities and finance organizations to generate new business.
oPerformed other essential tasks as required.
Quality Control Supervisor - FAINSA (April 2004 – July 2005).
Maracaibo, Venezuela
oAssigned the tasks of planning and directing activities related with development, application and maintenance of quality standards related to the metal-mechanic manufacture industry.
oHandled the responsibilities of implementing and monitoring quality plans.
oHelped in developing programs to evaluate accuracy and precision of production equipment and testing.
oAssigned the responsibilities of gathering information and conducting training sessions on quality control activities.
oPerformed market research to meet customer satisfaction.
oHandled the tasks of maintaining proper record of tested products.
oVerified and inspected for proper standards in industrial Metal-Mechanic manufacture, specifically by periodic random inspections using ISO 9000 standards.
oSupervised and coordinated workers activities engaged in inspecting incoming materials, process molded components and finished fabricated products to ensure adherence to company quality standards and customer specifications.
Project Planner Assistant - PROYNCA (February 2003 – January 2004).
Maracaibo, Venezuela
oAssisted with client engagement services and solution implementations.
oAssisted with program management processes and disciplines in the areas of program scheduling, quality management, communications management, human resource management, cost management, procurement management, risk / issue management and change management.
oPlanned and evaluated processes to establish and improve guidelines for industrial infrastructure studies.
SKILLS
oAbility to work in teams and in a fast paced environment.
oAbility to quickly learn technical information.
oAbility to multi-task and prioritize.
oStrong analytical and problem solving skills.
oExcellent fluency both verbal and written, in Spanish and English.
oExcellent people skills – ability to work with a wide range of people from various backgrounds.
oExcellent computer skills and Microsoft Office usage (Word, Excel, PowerPoint, Outlook, etc.).
oERP system experience (IFS).
oStrong knowledge of QuickBooks and workforce software.
oInternal ISO Auditor.
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