Customer Service Manager

704-***-****/ Home: 980-***-****

*************@*******.***

Professional Summary

Experienced professional who has achieved exceptional success in a variety of jobs which includes Finance, Fraud, Human Resource, and Administrative related duties with increased levels of responsibility. A skilled individual dedicated to creating cooperative relationships working within a team environment. A positive result-oriented worker who successfully follows through with company and team goals that routinely exceeds expectations. Team player with a positive impact on business results. Actually working for Kelly Services /BIC Warehouse on a temporary contract as an II Staffing Bilingual Recruiter Supervisor since January 2016.

Highlights

Strong analytical and data skills

Professional Certifications

Bilingual in Spanish, English and Portuguese

Goal-oriented

Great work ethics

Excellent interpersonal and listening skills.

Experience

Norwegian Cruise Line 2016-2015/USA

USA Personnel Manager Bilingual (Spanish/English/Portuguese).

Onboarding training and developing, new staff orientation.

Report any pending payments direct to Payroll department.

Provide new employees with Compensations and benefits information

Approving new alerts on job descriptions and advertisements within my department.

Looking after the health, safety and welfare of all employees.

Assist staff training sessions and activities.

Assisted in Coordinated logistics for sign on/off acting as liaison among Shipboard Management, Corporate travel department, Coast Guard-USCSI and external hiring sources.

Make sure all crew members and passengers are reported onboard safely to the Captain.

Prepared proper documentations for all crew members, contractors and third parties prior to embarkation and disembark. Also schedule all employees’ flights on and off the vessel.

Work directly with HR director and also with Training and development department.

Perform other duties as requested and needed. Knowledge in MAPS Applications.

Bank of America –2011 to June 2014

San Jose, Costa Rica.

Fraud Risk Analyst - Bilingual (Spanish/English/Portuguese).

Improved self-knowledge, effectiveness, and efficiency through satisfied completion standards.

Write reports, and document evidence, findings, and recommendations.

Interview and elicit information from staff and contractors to resolve questions.

Analyze data from multiple sources to identify discrepancies, spot fraud, and eliminate suspicion.

Daily report the different type risk for the caught in the system as in the working environment

Educate staff and contractors on fraud and associated behaviors.

Supervise and monitor workflow and internal fraud trends.

Review customer accounts for the prevention and detection of possible fraud activities.

Research and analyze account activities to access the level of risk and fraud types and made decisions that directly impact customer risks.

Complete inbound escalated calls and took appropriate actions based on the complexity of transaction characteristics that required different treatment or specialized resolutions.

Perform back office functions related to research and resolution of fraudulent activity and service support and utilized multiple system tools.

Take escalation calls and report for existing claims.

Costa & Costa Financials June 2011-2014

San Jose, Costa Rica.

Assistant Part Time-Relationship Manager Bilingual on call only.

(Spanish/English/Portuguese)

Negotiate contract renewal, draft reports, and provide progress analysis.

Monitor and provide support on the implementation of service agreements.

Develop and execute marketing campaign strategy and analyze campaign performance.

Communicate with internal and external partners to meet customer expectations.

Ensure organizations' success in profitability, reputation, and customer satisfaction.

Create a partnership between the organization and its audience rather than consider the relationship merely transactional or sound financial knowledge.

Worked for as catering to the corporate clients like SME`s or large corporation they have business with.

Identify potential cross-sales and up sale of products and services.

Works to maintain positive relationships with customers and partner firms.

Cater to individual clients, while trying to generate new business and clients for the company.

Help clients with their account detail to giving advice on financial investment.

Have an understanding of financial regulation latest product and services specific market related to the client you are working with or for.

Always update clients on the business or negotiation you both are working on.

Work at times as a CRM and assist the BRM with information on client business portfolio.

Equifax Credit Bureau 2009-2011

San Jose, Costa Rica.

Bilingual Personnel Manager

Receive all emails and fax information inquires to determine the most appropriate resolutions related to customer’s credit scores.

Monitor accounts to ensure credit reports are continuously updated.

Report system related issues, identified and analyzed trends that impact volume of work which may affect the service level agreement (SLA).

Perform daily system data backup to aid in the detection and prevention of possible fraud.

Made outbound calls to governmental and financial institutions to accurately verify customer’s information.

Effectively used all systems tools to retrieve and maintain security of customers account information.

Contacted various private institutions to get the most updated and accurate information on customer.

Maintained a working understanding of protocol and complied with established regulations, policy, and procedures.

Also conducted Various Internal fraud investigation auditing.

Promote internal Personnel satisfaction and job related growth.

Recruit, Hire and promote policies and procedures to new employees.

IBM Transformation Business Center (NiSource).

July 2007-2009 San Jose, Costa Rica.

Bilingual Human Resource/ Sr.Recruiter

Hire employees and process hiring-related paperwork.

Inform job applicants of details such as duties and responsibilities, compensation, benefits, schedules, working conditions and promotion opportunities.

Schedule and conduct phone, Skype and face-to-face interviews.

Conduct background checks and employment references.

Select qualified job applicants and refer them to managers and make hiring recommendations.

Keep a database of potential candidates for future openings using Smart sheet.

In charge of the Onboarding Program for new hires.

Perform background checks, medical reports, and examination test results for eligible candidates.

Work closely with Career Development Specialist as both internal and external talents are promoted.

Monitor job markets and prepared analysis and summaries of job market movements.

Retained all important data information of active and passive candidates in the system's archive.

Perform other duties as requested

Washington Mutual 2006-2007

San Jose, Costa Rica

Credit Card Analyst - Bilingual (Spanish/English/Portuguese)

Worked in the financial center to offer and sell financial products and services to both individuals and small business customers/clients.

Provide world-class customer service to help build long-term business relationships and retention.

Work diligently with customers and small business clients to uncover financial needs.

Develop customized solutions, obtained customer referrals, opened deposits accounts, and sold checking, savings, credit cards, CD's, and IRA's.

Effectively execute sales tactics, activities, and processes.

Place outbound calls to preselected customers to introduce/invite them to a variety of financial opportunities.

Use latest technology tools to optimize customers experience and proactively manage potential risks.

Established strong relationships within a team environment.

Hewlett Packard / Part-Time night shift Supervisor 2006

San Jose, Costa Rica

Bilingual Professional Service Automation (PSA) "Mission Critical"

Provide broad based business solutions to HP clients.

Outsource services to clients in the areas of financial, healthcare, technical support, consumers, retail, and government agencies around the world.

Interact with customers and technicians on a daily basis to facilitate contract/task order requests.

Plan and direct the delivery of contracted business activities throughout contract life cycle.

Responsible for financial performance of contract in terms of revenue, margin and growth.

Accountable for customer satisfaction. Pro-actively contribute to customer’s business improvement, planning and budgeting.

Maintain effective communication with all functional areas of the account team.

Perform other duties as requested

Royal Caribbean Cruise Line 2003-2006

Miami, FL

Bilingual Front Desk/Junior Assistant Purser/Personnel Manager

Act as Expedition Leader for the purpose of handling all administrative and accounting functions aboard the vessel.

Assist travel partners and guests with booking and promotions under the supervision of the hotel manager.

Greet guests at the beginning of each voyage, verified passport/identification information prior to embarkation.

Prepared guest’s/crew member’s paperwork for Immigration and Customs clearance.

Conduct internal job posting along with HR department, candidates interviewing, hiring and terminations.

Used multiple internal data base systems and computer programs to enter required information into the Royal Caribbean system.

Responsible for managing the hotel accounts, assisted on guest’s proper safety procedures. Attended required training classes and satisfied completion standards.

Make sure all crew and passenger are reported onboard safely

Prepared proper documentations for all crew members, contractors and third parties prior to embarkation and disembark.

Prepared accommodation for each voyage.

Prepared daily, weekly, bi-weekly, monthly and quarterly report.

Schedule crew member’s flights.

Perform other duties as requested and needed.

Evaluated and interviewed applicants by discussing job requirements and employers. Expectations.

Collaborated with staff to report placement data.

Control and improve planning and budgeting for HR, Learning and development programs.

Perform other duties as requested.

Blue Rabbits Agency 1999-2003

Alajuela,Costa Rica.

Bilingual Human Resource Generalist

Develop and implement sourcing and recruiting strategies to attract the most qualified candidates using (active and passive methods) posting jobs, research, screening applicants and resumes.

Conduct initial telephone screens, interviewing, assessing, coordinating pre-employment screening and participated in final decisions.

Update and maintained job descriptions.

Monitored newest recruitment technology and trends used to attract qualified candidates.

Utilized up-to-date computer systems to search, track, and monitor recruiting efforts.

Conduct exit interviews, compiled results, administered all Human Resource policies and procedures consistent with company values.

Assist in the preparation of annual recruitment plan and budget needs.

In charge of the Onboarding Program for new hires.

Conducted various meeting with related departments (TD, FN, RTM, CTE).

Recruitment, Workforce Planning and Employment development.

Assisted in Coordinated logistics for sign on/off acting as liaison among Shipboard Management, Corporate travel Department and external hiring sources.

Travel in and out of the country as a hiring Agents in the Caribbean, Central and South America

Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, terminating employees, and administering disciplinary procedures.

Analyze and modify compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements.

Plan and conduct new employee orientation to foster positive attitude toward organizational objectives.

Serve as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.

Perform other duties as assigned or needed

Education

UCIMED Psychology and Nutritionist San Jose, Costa Rica 2000

Universidad Metropolitana de Barranquilla: Business Administrations Barranquilla, Colombia 1997

Liceo Los Comuneros High School Diploma: General Studies Barranquilla, Colombia 1994

Mind Leaders/Certifications and Trainings San Jose, Costa Rica 2012

Time Management and Fundamental/Managing

Meetings Communicating with Power/Elements of Powerful Communication

Self-Management /Business Protocol

Dealing with Difficult People/Managing Against the Odds

Certifications and Special Trainings

Miami/San Jose, USA/Costa Rica

Certifications and Special Trainings Customer Service Different Programs

Guest Service Different Programs

Providing Exceptional Service

Reaching Stellar Service

Delight Guest and Creating Long Term Loyalty

Product Knowledge Customer Service Customer Client Retention

Customer Service Customer PSA Trainings

Total Client Experience and Development/Quality Training

Anti-Money Laundering Different Programs/PP-Compliances

Human Resource specialties: Coaching & Counseling, Employee Relations, Scheduling and Recruiting.

Cross-functional experience in recruitment (Bilingual).

Global Employment Specialist training (Traveling and Auditory).

Other special trainings: Online Harvard Business curses at BOFA.

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