Customer Service Manager

RIINA FLORES

**** ********** *****, ************, ** 32257 H: 904-***-**** acvabt@r.postjobfree.com Rated Effective for 2015.

Rated Highly Effective for 2014.

Nominated for a Top Performer for the 4th quarter of 2013. I am looking to use the skills i have acquired during my tenure as Account Manager and to implement the knowledge i have gained from my studies toward the Associates in Science Paralegal studies. Self-motivated and goal driven, setting

appropriate expectations to achieve and exceed

immediate and long term objectives

Able to function effectively in an ever changing,

fast paced environment

Proven ability to successfully multi-task

Highly detail oriented with ability to

troubleshoot issues and find the best solutions to remedy the situation

Strong interpersonal skills, ability to effectively interact with variety of professionals as well as

clients.

Effective communication verbal and written skills

with strong problem solving and influencing

abilities.

Hands on, extensive knowledge of Microsoft

Office suite( Word, Excel and Powerpoint)

Strong investigative skills

Excellet investigative and trouble shooting skills

Intern- paralegal/Legal Assistant, 01/2016 to 05/2016 WOUNDED WARRIOR PROJECT, INC – 4899 Belford Rd, Suite 300 Jacksonville, FL 32256 Researched state statutes, decisions, legal articles, codes and documents. Assisted with drafting letters for the Bequest files. Created, Organized and Maintained both Electronic and Paper files. Created a Trial notebook.

Assisted in reviewing contracts for potential indemnity issues. Assisted in tracking mail.

Assisted with reviewing information on Charity Registration for different states. Acquired a working knowledge of Netocs.

Reviewed Certificates of Insurance for accuracy.

Account manager Technical support, 01/2002 to Current CITIBANK, NA. JACKSONVILLE – 14000 Citicards Way, Jacksonville, Fl 32258 ACCOMPLISHMENTS

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Created and implemented all policies, work flow processes and work assignments. Advocated to improve the client experience during their interactions via multiple channels. Provided assistance to internal and external clients. Worked as a liaison between different layers of the company to resolve complicated client issues. Gathered information from multiple sources to determine the exact nature of the issue reported by the client.

Served as an integral part is creation and implementation of a core team to report clients problem experience.

Trained newly hired teammates both on site and in another site. Served as a point of contact for the department during times no management was on site.

E-SERVICES ASSOCIATE /SPECIALIST I, 03/2003 to 07/2007 Citibank, NA – 14000 Citicards Way, Jacksonville, FL 32259 Handled both inbound and outbound calls as related to technical inquiries about the various websites for cards issued by Citibank.

Investigated and researcher issues experienced by clients on those websites and troubleshoot various computer platforms.

Obtained a working knowledge of various Internet related Software, such as different browsers, computer operating systems and Personal Financial Software. Respondedto email inquiries and suggestions generated from our clients using the Account online websites.

CUSTOMER SERVICE ASSOCIATE, 02/2002 to 03/2003

Citicards, NA – 14000 Citicards Way, Jacksonville, F l 32259 Handled incoming calls from clients regarding their Citibank/AT&T credit card accounts. In a service environment used strong problem solving and effective decision making skills to help clients with inquiries about their credit card accounts.

Maintained detailed knowledge of the products and services offered to clients by Citibank. Operated in a goal driven environment, achieved individual and team performance targets and core competencies.

ASSOCIATE DEGREE: Paralegal General Education, 2016 FLORIDA STATE COLLEGE AT JACKSONVILLE - JACKSONVILLE, FL GPA: GPA: 3.14

Business Law I; Business Law II; Introduction to Paralegal studies; Introduction to Criminology; Torts law; Legal Research and Writing I and II; Computer Assisted Legal Research; Technology in the Law Office, Wills, Trusts and Estates; Family Law; Contract Law; Computer Assisted Legal Research; Law Office Procedures; Litigation; Real Estate Law; Principles of Management; Human Relations; Alternative Dispute Resolution; Internship.

EDUCATION

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