Customer Service Manager
Resume:
Alba Cruz
*** *. **** **, *** Angeles, CA H: 323-***-**** a ************@*****.*** Professional Summary
Friendly and enthusiastic Assistant Manager/customer Service Rep, with expertise in performing management, succession planning and process improvement. Strategic planner and strong communication skills and attention to detail, with 5 years in recruiting, interviewing, training, public speaking and 2 years of experience in the customer service department for a seafood company. Highly responsible, organized and self motivated, proven to build good relationship with customers.
S kills
Recruitment/ Staffing Interviewing
Employee coaching Highly Dependable
Payroll Administrator Problem Solver
Records Maintenance
Experience
Customer Service, 0 7/2015 to 03/2016
Santa Monica Seafood Co. R ancho Dominguez, CA
● Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
● Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
● Check to ensure that appropriate changes were made to resolve customer’s problems.
● Determine charges for services requested, collect deposits or payments, or arrange for billing.
● Refer unresolved customer grievances to designated departments for further investigation.
● Resolve customer’s service or billing complaints by performing activities such as exchanging merchandise, refunding money or adjusting billing.
● Solicit sales of new or additional services or products. Customer Service Rep, 0 2/2014 to 07/2015
American Fish & Seafood Co. Los Angeles, CA
● Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
● Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
● Check to ensure that appropriate changes were made to resolve customer’s problems.
● Determine charges for services requested, collect deposits or payments, or arrange for billing.
● Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
● Resolve customer’s service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
● Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
● Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
● Solicit sales of new or additional services or products.
● Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
● Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealer’s claims.
Secretary/Assistant Manager, 1 0/2005 to 07/2010
Ammex Entertainment Los Angeles, CA
● Use computers for various applications, such as database management or word processing.
● Perform payroll functions, such as maintaining timekeeping information and processing and submitting payroll.
● Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
● Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material.
● Operate office equipment, such as fax machines, copies, or phone systems and arrange for repairs when needs.
● Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.
● Complete forms in accordance with company procedures.
● Maintain scheduling and event calendars.
● Establish work procedures or schedules and keep track of the daily work of clerical staff.
● Prepare mail checks.
● Supervise other clerical staff and provide training and orientation to new staff.
● Prepare conference or event materials, such as flyers or invitations. E ducation
GED: O ct 2011
Abraham Friedman Occupational School Los Angeles, CA American Sign Language: 2 011 2013
EL Camino College T orrance, CA
Languages
Spanish, Level of proficiency: fluent
American Sign Language, Level of proficiency: fluent C omputer Skills
● Microsoft Word, Excel, Power Point
● Canopy
● Report Manager
● Power Term
● Cognos
R eferences
Liz Wittenberg Sales Rep American Fish 626-***-**** Jose Martinez Distribution Manager American Fish 323-***-**** Laquita Birl Customer Service Manager American Fish 213-***-**** Lupita Arranda Manager Andromeda 213-***-****
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