Roger G. Zamora

Email: acxuvk@r.postjobfree.com

Phone: 647-***-****

Profile

More than 10 years of successful experience in Customer Service – Operations /Account Management.

Maintain a professional and patient attitude when responding to customer inquiries; excellent problem solving.

Excellent computer skills.

Proven ability to work under minimal managerial supervision and meet deadlines.

Delivered world class customer service and account management to build customer satisfaction and loyalty.

Strive for one call resolution of customer’s issues.

Performance Management

Analyzed transactions and data on enrolment activities

Excellent communication and Team Building Leadership.

Fluently in both English and Spanish.

Employment

Summit Energy. Mississauga, ON 2015 -

Bilingual Customer Service

Handle over 45 calls a day in fast pace environment.

Assisted customers in billing, cancellations, rate changes, reinstatements.

Help customers as Spanish support management in escalated calls.

Supported enrolment team with Spanish customers. STM Marman. Nicaragua 2014 – 2015

Global Key Account Manager Ship Chandler

Operated as the lead point of contact for any and all matters specific to customers and government’s Ministry of Transportation.

Build and maintain strong, long-lasting customer relationships.

Ensured the timely and successful delivery of our supplies according to customer needs.

Assisted with severity requests or issue escalations as needed, delivering world class customer satisfaction.

Responsible for the development and achievement of sales to existing and new customers through the direct sales channel.

Sitel Nicaragua. Managua, Nicaragua

Customer Management Agent (Virgin Mobile USA) 2012 – 2014

Assisted, resolved and researched with customer billing problems, account activation, phone and plan selection and troubleshoot technical issues.

Excellent negotiating and listening skills with a strong decision making that helped to improve customer service.

Monitored and communicated credit concerns, and handle payments.

Worked with the latest mobile technology in voice, data and media entertainment. Ash City, Toronto, ON

Account Manager Team Leader 2007 – 2011

Account Manager that provided advice, support and cross selling to corporate apparel assigned accounts.

Recruited to manage all Latin American accounts resolving escalated client’s issues and spearheading new revenues generating activities.

Responsible for handling all return authorizations and following on the returns to completions.

Liaise with warehouse staff to ensure that customer’s requests for shipment are met.

Met with the company’s Embroidery team on a regular basis to find out whether or not a specific order is feasible as well to hash out any details about deadlines and budgets.

Helped in developing Standard Operating Procedures and Shipping Freight methods for Latin American countries.

Developed Relationship Marketing with customers than focused on building long-term alliances rather than treating each call/sale as one-time event. Backend Administrator (Operation)

Direct Energy, Toronto, ON 2004 – 2007

Managed a team of 6 operation officers including overseeing and assisting in all enrolment transactions.

Analyzed and solved transaction reports (exception and rejection) produced by enrolment requests.

Worked as team leader to implement Quality Assurance initiatives and coaching within the enrolment team and ensure the procedures were followed by the CSR’ s.

Liaised between TDSP (Utilities in Texas), ERCOT and Direct Energy’s customers.

Strong analytical skills in order to identify patterns of unusual behaviours and suspicious transactions.

Assisted Operation Manager to make sure the procedures, policies and processes were met as indicated by company’s management

Submitted reports periodically to Operations Manager about all enrolments transactions. Bilingual Client Care Representative

Direct Energy, Toronto, ON 2002 – 2004

Provided first hand advice and support for gas and electricity inquiries covering four states

(Michigan, Ohio, Georgia and Texas) covering a customer base of more than 270,000 accounts both residential and commercial.

Handled over 100 calls a day in a very fast pace environment.

Answered and effectively solve customer questions regarding cancellations, activations, payments and arrangements, credit checks, renewals, transfers and complaints.

Reviewed and issue audits on account information and processes.

Maintain quality control records, constantly seeking new ways to improve customer service. Education

International Business Administration 1995 -1998

Advanced Diploma (3 years)

Seneca College of Applied Arts and Technology

Toronto, ON

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