Customer Service Manager
Resume:
OMAYRA PERONE
Summary
Service-oriented Case Manager with 24 year background in Administrative duties. Core competencies include, impeccable customer service and constant professional demeanor at all times, as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency. Skills
Microsoft Office Tools, Normandy
Data Base, Efficient in Internet
protocol.
Windows XP, Type: 55-60 wpm, Data
Entry
Possess excellent interpersonal and
communicational skills.
Oriented self-starter with strong
problem solving, decision making
and outstanding customer services
abi l i t ies.
Record of high performance
standards including attention to
detail, meet deadlines and prioritize
tasks.
Proficiency with some legal
procedures & protocol, good phone
mannerism and etiquette.
Fluent in spanish
Experience
No Fault Hearing Liaison
American Arbitration Association - New York, NY
Serves as a neutral liaison to No Fault parties and maintains all assigned aspects of case hearing administration (i.e.
entry, maintenance, and report generation of scheduling information.) Initiates and sustains accurate and efficient flow of information, i.e. processes requests from parties (arbitrators, applicants, etc.) schedules and batches hearings as necessary, responds to inquiries related to NF Arbitration cases, monitors and follows-up to ensure cases are appropriately scheduled. Ensures creation of any related documentation and correspondence. Develops and sustains client relationships to ensure trust and respect for AAA, NYICMC and our services.
Communicates customer feedback and critique to immediate supervisor on a regular and consistent basis; makes suggestions for improvement to supervisor.
Responds immediately to client inquiries, anticipates, troubleshoots and resolves problems efficiently, utilizing all available information and system data.
Weighs importance of every issue and ensures that unresolved/complex issues are escalated appropriately; i.e.
3905 Townehouse Drive, Coram, NY 11727
Ph: 718-***-****
*********@*****.***
Nov 2002-Nov 2014
Sep 2000-Nov 2002
to direct supervisor or/any available appropriate NYICMC supervisor. Communicates AAA policies and procedures to parties effectively; understands, interprets and evaluates specific case issues based on regulatory information.
Complies with established operating procedures, NYSID regulations; keeps abreast of applicable rules, regulations, and protocols; consults with immediate supervisor for guidance to ensure quality and consistency standards.
Works in conjunction with AAA's Divisional VP and Arbitration Liaison to ensure that any related work and/or issues are appropriately and accurately addressed.
Performs other duties as assigned, and may provide coverage for other staff as needed.
No-Fault Case Manager
American Arbitration Association - New York, NY
Maintain responsibility for all aspects of case administration including the maintenance of financial records, detailed case comments and maintaining reports for each case.
Anticipate and resolved case related problems in a timely and efficient manner.
Initiate and sustain the efficient flow of information among the parties, their representatives and the arbitrators, by communicating via telephone, e-mail, facsimile, or by way of written correspondence.
Occasionally attend hearings to observe the alternative dispute resolution process and, if necessary, assist arbitrators and parties to ensure compliance with procedural standards.
Ensure timely production and transmittal of all case related correspondence, using the computer terminal (e-mail) and/or any other necessary equipment, such as the facsimile machine and copier.
Junior Travel Counselor / Senior Receptionist
TSG Travel International - Great Neck, NY
Handle travel arrangements for corporations and personal travels ( conference arrangements for domestic and international assignments) Arrange/ organize travel with tour operators/coordinators and airline personnel Prepare travel via Sabre system ( travel agents software package) Generate all letters, spreadsheets and interoffice memos for each travel counselor Review and distribute all incoming and outgoing mail and faxes Answer multi line switchboard and give information to callers, take messages, or transfer calls to appropriate individuals.
Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.
Review work done by others to check for correct spelling and grammar, ensure that company format policies are followed, and recommend revisions. Order and dispense supplies.
Jun 1992-Jun 2000
Jun 1997
Senior receptionist/ office clerk
New Plan Excel Realty Trust - New York, NY
Handled extremely hectic over 25 line telephone system Schedule and confirm appointments for clients, customers, or supervisors. Operate electronic mail systems and coordinate the flow of information, internally or with other organizations.
Arrange conference, meeting, or travel reservations for office personnel. Open, read, route, and distribute incoming mail or other materials and answer routine letters.
Mail newsletters, promotional material, or other information. Prepare conference or event materials, such as flyers or invitations Create, maintain, and enter information into databases Heavy filing, typing, faxing and data entry - reserving cars, packages via courier services, etc.
Education
Associates degree : Criminal Psychology
John Jay College of Criminal Justice - New York, NY, West Indies References
are available upon request.
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