Customer Service Technical Support

ALFONSO FLORZE

*** * ***** ***, **** Orange, NJ *7017

Cell: 973-***-****

**********@*****.***

SUMMARY

To obtain a management position with a progressive organization that utilizes my skills which will allow growth in the company

HIGHLIGHTS

Possess strong communication, customer service and organizational skills, which increased customer satisfaction from 78% to 100% and punctual delivery of assigned projects

Successfully interacted with clients to generate repeat and referral business, which resulted in $1.1 million account

Led diverse, cross-functional teams in the fulfillment of corporate productivity and quality

Proficient in IBM / PC computer hardware and software; Microsoft Office Suite, Word, Excel, PowerPoint, Adobe, Database, Equifax

Electric Mail, Intranet / Internet, type 35+ wpm, 10-key by touch, postage machines, print/copy/fax

Work effectively with all level department personnel

ACCOMPLISHMENTS

Prepare and process more than 225 (combined) pension applications and requests on a monthly basis

EXPERIENCE

ATLANTIC AND PACIFIC TEA COMPANY (CORPORATE HEADQUARTERS)

Montvale, Pension Administration Processor 03/201 to 10/2014

Retrieve voicemail messages and log calls daily; ensure company compliance; prepare and review applications for accuracy and integrity as well as ensure all guidelines are met; provide advise on the resolution of classification and pension complaints; provide personalized service to company; expedite solutions to spearhead monthly deadlines; issue Approvals and Adverse action letters based on findings; advise managers and employees on benefit and compensation policies; structure and maintain electronic archiving of pension related documents; assist and maintain personal records; perform multifactor data and preliminary payment setups that are used in areas such as support of interfacing with bank institutions and various trustees for monthly retirement distributions; consult with and serve as a technical liaison between business, food distribution industry, and union officials; educate participants via phone including follow-ups, written requests, as well as facilitate requests, open, date stamp, log and distribute incoming mail; review occupational data and work with the Department of Labor to confirm VOE and proof of retirement

KNOWLEDGE NETWORKS

Cranford, NJ

Case Manager 09/2004 to 09/2009

Contacted clients and placed follow-up calls to provide outstanding customer service; successfully interacted with clients for data entry and technical support for statistical research panel participants via PC and Web TV Internet access (approximately 4-year experience with end user technology support); exercised troubleshooting techniques for long-term problem resolution with MS/Windows and MAC operating systems

AMERIMERCHANT LLC

New York, NY

Client Service Merchant Account Specialist 06/2003 to 09/2004

Provided Merchant Accounts for various business types to accept credit cards e.g., Master Card, Visa, American Express, and Discover; developed, introduced and launched successful new products, which increased the market share and contributed millions to the bottom-line profitability

CARDSERVICE INTERNATIONAL (CORPORATE HEADQUARTERS)

Moorpark, CA

Account Specialist 05/2000 to 04/2003

Assisted merchant account owners with retaining their accounts by following company guidelines; reviewed documentation to ensure all guidelines were met; led diverse, cross-functional teams in the fulfillment of corporate productivity, quality and bottom-line objectives; processed data from source documents generated from Automatic Call Distributor (ACD)

EDUCATION

COMMUNICATIONS / TECHNOLOGY

Los Angeles Valley College, Van Nuys, CA, USA

AFFILIATIONS

CardService International Training; Tom Hopkins Sales Mastery Training;

NSS Network Systems Specialist (pending certifications); A+ / Network + MCSE / CCNA

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