Valerie Hinojosa

*** ***** ***

San Antonio, TX *8214

210-***-**** / 210-***-****

acw79v@r.postjobfree.com

Career Objectives

I intend to excel at my job utilizing all tools and resources available to me and ensuring both employer and customer expectations and standards are met and/or exceeded with a high level of courtesy and professionalism.

Summary of Qualifications

I have 17 plus years of Customer Service and Administrative experience. Including Operator/Reception, PC and PC Software, Windows Software, Internet, Outlook, 10-key, Data Entry, Cashier, Office Equipment, Secretarial, Quality Assurance, Sales, and High Volume Money Exchange.

Work History

ITT Educational Services

Marketing Secretary

December 2015 – September 2016

In charge of first line interaction/contact over the phone or in person with prospective students, current students, vendor, the general public, and staff. The creation of mailing labels, announcements, letters, certificates, awards, banners, and mail outs to promote upcoming events or student accomplishments. Creation of Graduation Programs, reminders, and photo mailing labels and correspondence. Generate and mail out Finance Default Prevention Letters for Finance Department on a monthly basis. Use current S3 Software to build student accounts and update any outdated information. Keeping track of all call in / walk in inquiries and ensuring they are properly logged and assigned to an Admissions Representative. Opening and Closing duties on a daily basis. Normal administrative duties as assigned.

Leading Edge Personnel

Administrative Support

September 2015 – December 2015

Placed as a Secretary/Receptionist for a reputable higher learning institution. In charge of first line interaction/contact over the phone or in person with prospective students, current students, vendors, the general public, and staff. Keeping track of all call in / walk in inquiries and ensuring they are properly logged and assigned to an Admissions Representative. Opening and Closing duties on a daily basis. Normal administrative duties as assigned.

Alorica/West Telemarketing

CSR

January 2014 – August 2015

Assist energy customers with connecting, disconnecting and transfer of electric service. Assist with all billing issues and questions. Provided information on current programs and rebates being offered. Helped customers with creation and maintenance of their online accounts. Assisted with the creation of payment arrangements and/or extensions to ensure electrical / gas services were not interrupted. Provided information, phone numbers, and qualifications for agencies that provided utility assistance. Provided exceptional customer service. Exceeded company standards and metrics on a monthly basis for last 8 months of employment.

Advantage Staffing

CSR

August 2013 – September 2013

Contacted current medical insurance members to provide them with benefit changes, enrollment information, and assistance with scheduling of annual health screenings.

Labor On Demand

CSR

April 2103 - July 2013

Assist customers with initiating/terminating service, paying their bill, submitting work orders for repairs, billing inquiries, and addressing any general questions or concerns.

CVS Caremark Prescription Services

CSR

October 2011 – June 2012

Assist callers with general plan design information related to their prescription benefits, assisted with order placement, price estimates, determination of coverage, appeals, account updates, as well as billing and payments.

Advanced Call Center Technologies

Quality Analyst

May 2010 – October 2011

In charge of live/recorded monitoring for two projects to maintain a high level of quality control of calls as well as job performance of the employees. Migrated one project from S3 software system to the AS400 system. In charge of up training of employees, focus groups, and general training as well. Generated daily reports that were reviewed during morning meetings that located shortcomings on the agents and companies part. Provided feedback and solutions on how to rectify problems located on generated daily reports. Worked hands-on with the agents to review and correct current job performance by providing direct model feedback and role-playing scenarios to guarantee company metrics and overall customer satisfaction was met or exceeded.

Education

Lyford High School, Lyford, Texas

Graduated 1996

Attended from August 1992 – May 1996

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