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Customer Service Manager

California, United States
October 01, 2016

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Daniel Murphy Catholic High School

**** ** ****

*** *. ******* **.

Los Angeles, California 90036

University of Southern California (USC)

**** ** ****

Los Angeles, California 90033


Languages: Bi-lingual (English, Spanish),

Software: Windows OS (XP-10), MS Office (2000-2016), Apple OS (Puma-Sierra), ATLAS, Tiger, Wizard, ER one, Einstein, Remedy, SAP, Oracle, Cisco, Jabber, Web-Ex, Salesforce, Iron Mountain Software, Calyx Software, Active Directory, Dropbox, Google Drive, Android, IOS, SQL, SAGE 50/100 CON.


Sage 1715 N. Brown Rd

07/2015 to 08/2016 Duluth, GA 30043

Technical Support Analyst Tier 2

I Provided an Extraordinary Customer Experience by addressing inquiries using a variety of channels (telephone, email, chat, social media, etc.), software (SAP, Oracle, Cisco Web-Ex, Salesforce), in a support-center environment.

Identifies the root cause of the client’s software or system issues and uses system analysis and testing techniques to solve low to moderately complex application or system issues.

Using the SAGE Knowledge Center Support (KCS) methodologies to efficiently resolve issue.

Full product Support for SAGE 100 Contractor Accounting Software (Construction and Real Estate).

Delta Dental 1130 Sanctuary Pkwy

04/2014 to 04/2015 Alpharetta, GA 30009

Customer Service Rep. II

As a Customer service rep. I acted as the company’s primary point of communication in a contact center Environment.

Researches and responds to customer telephone, E-Mail, and written inquiries, providing excellent services to customers with information regarding basic eligibility, benefits and claims status with emphasis on customer retention.

Accurately completes online/ hardcopy form, routes to the appropriate department, and documenting each customer encounter or resolution in the appropriate computer tracking systems.

Comcast Corp. 2501 SW 145th Ave

12/2011 to 05/2013 Miramar, FL 33027

Retention Specialist.

Responsible for supporting Comcast Customer Services Call Center in providing world class service to our customers by promptly answering customer inquiries, Technical Support, Billing, Sales, Retention.

Using Salesforce, Remedy Ticketing system, MS Office, Einstein.

Prompt resolution to customers via telephone and or e-mail to assist with a variety of customer inquiries and issues.

Performed complex diagnostic troubleshooting to resolve voice, vide, and data service issues.

VQS Enterprise 1081 Poinsettia Ave

09/2006 to 04/2011 Vista, California 92081

Assistant Account Manager 760-***-****

Crucial Team Member to the Accounting Department, followed up on the day to day activity with all departments to ensure quality service.

Assist with taking new requests from adjusters as well as entering those requests into our database using SAGE 50 accounting software.

Keep up with all billing activity associated with claims.

Assist the CFO on preparing initial quotes worksheet for adjusters.

Responsible for all extension calls and collections on the extension calls.

Assist with any other office function when asked such as answering phones during high call volume periods. 1890 Ord Way

08/2005 to 09/2006 Oceanside, CA 92056

Tech Support/RMA 760-***-****

Customer service support in a Call center for Genica Corporation an E-Commerce Company selling PC peripherals, HHD, Motherboard, Power Supply, RAM, CPU, AV Cards, Software.

Taking inbound calls for customer with defective or return products using SAP Warehouse Software

Experience in shipping and handling, Warehouse stocking and inventory

Bench technician, experience in multiple line phone system, Assembling PC.

Midland Credit Management 8875 Aero Dr. #200

06/2004 to 08/2005 San Diego, CA 92123

Account Executive 858-***-****

In a 3rd party Collection Call Center environment I process financial and Accounting task of average to complex difficulty

Using Iron Mountain Collection Software, posted payments, balance and adjust accounts, process claims, and record financial transactions.

provide customer service to our clients.

Planet Financial Services 12095 World Trade Dr.

01/2003 to 06/2004 San Diego, CA 92121

Loan Officer 847-***-****

Originate and Close purchase mortgages using Calyx Software.

Conducted weekly meeting with Branch manager to monitor capture Rates, daily interface with multiple realtors to provided accessibility to capture loans at point of inception.

Sale lead and cold call potential customers.

Frontline Specialist 2434 Vineyard Ave

02/2001 to 01/2003 Escondido, CA 92029

Western District Manager 760-***-****

We provided customizable sales resource to companies that compete in high-technology and consumer electronics markets Kodak Digital Camera, PDA, Scanners, Printers.

Through event-driven Sell days, in-store sales training sessions, merchandising programs and inventory control services, the company helps to increase product visibility, sell through and overall profitability of our clients.

Operating a nationwide network of contractor (147 Contractor) in the Western District of the U.S.

United States Marine Corp. MCAS MIRAMAR 3rd MAW,

MAG 46th, MWSS 373 Active duty: 06/13/1994 to 12/31/1998 Miramar, CA 92027

Reserve Status: 1/01/1999 to 01/01/2001

Supply Administration and operation specialist in a Marine Corp Helicopter squadron. I maintained, distributed and order supply and equipment for my unit personal.

Using ATLAS Warehouse software to process Inventory and accounting.

I generated quarterly and yearly Balance Sheet, Income Statement, Bank Reconciliation.

AR/AP, Billing, Inventory Allocation, OSHA, Purchase Order.

Expert Rifleman, and top marks in physical fitness report.

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