Customer Service Management
Resume:
VICTOR M. FIGUEROA
Bronx, NY 10458
************@*****.***
PROFESSIONAL SUMMARY
Over 9 years progressive experience in the fields of corporate retail, customer service and data management. Fulfilled and processed for Sarbanes Oxley for contract management and execution.
Successful track coordinating international and domestic logistic, query process, database management and administration for leading consumer products, retail organizations and utility companies.
Coordinated data base management and determined project scope and limitations through intensive testing.
Achieved improvement in billing accuracy saving one million dollars to the company.
EXPERIENCE HIGHLIGHTS
Sept 2015-Present
LOGISTICARE – Customer Service Transportation
Examine passenger documentation to determine eligibility for transportation.
Create profiles for new customers and educate them on services and policies in regards to their transport.
Coordinate with facilities, hospitals and Nursing Homes mode of transport based on the client’s needs.
Develops relationships with facilities and transportation providers for reservations and accommodations.
Provide boarding or disembarking assistance to passenger needing special assistance.
Answer incoming calls, arrange for pick up and drop off and add additional legs to travel arrangements.
Administrative duties as needed.
Feb 2015 – Sept 2015
TUNSTALL AMERICAS INC.- Customer Service/Page Ops Hospital Solutions
Provide customers service in regards to appointments with various clinics within the hospital.
Answer incoming calls, greeting callers, providing information, transferring calls or taking messages.
Operate communication systems, such as telephone, switchboard, intercom, two-way radio address.
Page individuals to inform them of telephone calls, using paging or interoffice communication equipment
Place telephone calls or arrange conference calls as instructed, create profiles for patients and data entry.
Aug 2010 – March 2014
GOOD TEMPS - Customer Service/ Administrative
Processed lunch applications for five boroughs for public and private schools.
Handled heavy volume of incoming calls for parents and schools. Performed administrative duties as required, audited applications and corrected errors resulting in easier flow.
May 2004 – Dec 2008
CONSTELLATION NEW ENERGY – Enrollments Analyst/Coordinator Transaction Management
Improved data flow, provided sales support for small business and national accounts. Maintained records for six thousands accounts daily and updated records accordingly.
Project management using SIRIUS as benchmark for troubleshoot and problem solving. Analyzed EDI records and processed historical data for billing and pricing.
Created contracts for new prospects and brokers, renewals and addendums. Enrolled and dropped accounts according to contract terms and utility schedule.
Trained and coached sales group as well as new system users. Fixed discrepancies according to account, rate class and zone resulting in easier account management. Queried all monthly usage sent via EDI for proper migration into Billing System.
March 2002 – May 2004
STEVE MADDEN - Account Representative/Customer Service
Managed Business relationships for major accounts and sales representative for men shoes.
Utilized AS/400 system handling inventory control, payments and shipments. Increased sales by 3%
Acted as planner, coordinator for sales operation, to ensure exposure and maximize sales.
June 1998 – Nov 2001
SEAGRAMS BEVERAGE COMPANY- Customer Service/Contracts
Provided customer service which included contracts management for domestic and international accounts.
Reconciled accounts and created systems to track down orders for bottlers and distributors. Handled all travel arrangements for company Sales event.
SKILLS: Access queries, Microsoft Windows, Sirius, Excel Power Point, Business Objects, AS/400, ATS, Fluent in Spanish.
EDUCATION: Eugenio Maria De Hostos High School, Liberal Arts 15 College credits from Borough of Manhattan Community College. Customer Service Mindset certificate for Work Force 1, Certificate in Hospitality from BEOC, Hotel and Restaurant management certification from the Hotel and Restaurant Management Association.
Contact this candidate