Juan Caban

*** ****** ****** **** ***** Paul, Minnesota 55107 651-***-**** acxxqo@r.postjobfree.com

Objective Statement

Professional human and customer service position, with an opportunity to enhance relationships with customers while increasing knowledge of products and information to be an asset to the company.

Skills and Qualifications

Bilingual/ fluent in Spanish (speak, read, write).

15 years of customer service and call center experience.

Excellent independent and group worker.

Type 35-40 words per minute.

Scheduling, data entry, etc.

Managerial experience and able to multi task.

Proficient in Microsoft Word, Excel, Power Point, People Soft, Access, AS400, etc.

General office work (faxing, emailing, scanning, copying, printing, filing).

Received award for “Presidential Student Leadership Award” for Inver Hills Community College. (2015).

Education

Inver Hills Community College Inver Grove Heights, Minnesota Graduated Date: 12/13

*Criminal Justice (A.S.) Degree

Inver Hills Community College Inver Grove Heights, Minnesota Expected Date: 06/15

*Human Services (A.S) Degree

James Madison High School-PCDI Atlanta, Georgia Completed Date: 10/03

*High School Diploma with Honors

Work Experience

Ecolab Corp Headquarters I Quality Review Representative 4/13-Present

Follow up with customers to ensure their satisfaction with our services via survey over the phone.

Do various surveys a day for example: hotels, restaurants, hospitals, etc.

Send invoices and customer service report via fax or email to customers.

Handle Spanish calls for people within the company.

Manna Freight System Bilingual CSR & Scheduler 12/12-4/13

Call customers and schedule their deliveries of their shipment.

Take incoming Spanish calls and make outbound appointment Spanish calls.

Get dates and times delivery couriers will be in the purchaser’s area.

Track shipments, locate lost items on docks, process damages and loss claims.

Forsythe Appraisals Bilingual Scheduler & Status Person 5/12-12/12

All Spanish calls were transferred to me to schedule appraisals from other branches etc.

Schedule appraisals for appraisers in Miami and Status the clients website ( Primary Person).

Responded to emails and phone messages (client, appraisers, banks, etc.).

Received about 50 calls a day and made about 80 calls a day.

General Mills Headquarters IT Department Contractor 8/11-4/12

Received 80 calls per day for password resets.

Received 10-20 facilities management calls per day.

Password Reset and Facilities Department lead.

Assisted with the training process of resetting passwords, receiving and routing facilities calls, and submitting forms on client’s behalf.

Tracked incoming and outgoing phone calls for the department.

Received 10% Spanish calls.

Regis IT Corporate Department Contractor 2/11- 8/11

Troubleshooted modems and scanners.

Set up shipping of modems and scanners.

Received 150 incoming calls and 50 outbound calls per day.

Sent and received email correspondence on issues from salons.

Polled stores sales, deposits, transactions.

Traced wires to make sure all connections are tight, secure, and correct.

Rebooted credit card terminal (mx880) and computers.

Transferred calls to correct departments.

Filled out work orders for Tech. Support.

Core Logic Customer Service Valuations Specialist 8/10-2/11

Scheduled appointments for appraisers.

Updated accounts with dates appraised, appraiser fees, and website status.

Made 50 outbound calls and received 50-100 incoming calls per day.

Took orders off hold and placed on hold, so can proceed through due process.

Emailed Loan Officers for further information on inspections.

Northern Water Works Bilingual Customer Service Representative 3/10-8/10

Set appointments for clients to have water meters replaced.

Received between 80-150 inbound Spanish speaking calls per day.

Sole member of the Spanish language department.

Made 50-80 follow up calls to clients per day.

Quantrix (Core Logic) Customer Service Representative 12/09-3/10

Set appointments for appraisers.

Updated accounts with dates appraised.

Made 50 outbound calls per day and received 50-100 inbound calls per day.

Updated appraiser fees and updated website status.

Took orders off hold so can proceed through due process.

Hewitt Bilingual Customer Service 6/09-12/09

Received incoming calls for people taking leaves of absence (Medical Leaves, Military Leaves, Family Leaves, Personal Leaves).

Notated accounts for follow up and make call backs for verifications.

Notated accounts when people return to work or extend their leaves.

Assisted customers with how to fax in paper work to be attached to their claim\file\case.

EMPI \ DJO Companies Bilingual Customer Service Representative 9/07-6/09

Received 150-200 inbound calls in Spanish and English.

Made outbound calls to English and Spanish speaking customers according to their account.

Wrote off files that were old, lost, not returned, or already have been returned.

Knowledge of medical devices/products.

Diversified Distribution Systems Bilingual Customer Service Representative 6/06-9/07

Received about 150 inbound calls per day.

Received order and released orders for customers.

Clarified customer questions and concerns about account.

Callbacks to customers.

Tracked down orders using USPS and UPS websites and tracking formats.

MNET Bilingual Customer Service Representative 1/06-6/06

Received 100-150 calls per day.

Set appointments.

Completed data entry requests.

Ensured customer account up to date and accurate.

Ensured MA available and eligible for MNET-Transportation.

Express Scripts Bilingual Customer Service Representative 12/05-1/06

Received 100-150 inbound calls per day.

Completed data entry requests.

Set up work orders.

Answered emails relating to work orders and corrections on form and directing to correct department.

Carlson Marketing Group Bilingual Customer Service Representative 12/04-12/05

Received 80-100 inbound phone calls per day.

Enrolled 40-60 callers in a points program per day.

Clarified customer’s questions and concerns.

Collaborated with the customer and their credit card company through conference calling.

Experior Assessments Bilingual Customer Service Representative 4/04-12/04

Scheduled Appointments for testing.

Received inbound calls from customers and made outbound calls to customers daily.

Processed exam applications.

Processed refunds to customers.

Efunds Inbound Calling Center Bilingual Customer Service Representative 8/03-4/04

Received incoming calls from financial institutions.

Verified inquiries and background information on customers.

Conducted phone calls in English and Spanish.

Transferred calls to main office in India for more information.

Volunteer History

Feed My Starving Children (FMSC) I Volunteer packer and labeler for the company. 03/2014--present

C.L.U.E.S Non-Profit Agency I ESL Instructor, Mentoring for Youth In Action Program, English for Employment and Civics Engagement. (Internship). 01/2014 Present

“Juan is excellent at forming strong relationships with co-workers, clients, and staff. Juan is always willing to pitch in and help, as needed. We are happy to have Juan as a volunteer, intern, and member”. Fidelity Goodlaxson, Educational and Enrichment Services Manager.

American Red Cross I Volunteer, Certified Translator, Diversity Ambassador Council Committee 01/2013-present

“Presidents’ Student Leadership Award for Inver Hills Community College: Juan Caban”

Juan Caban’s assistance at American Red Cross-Blood Services impacted ARC locally and nationally. He helped establish a Translator program (now a national model), served on the Red Cross Blood Services Diversity Ambassador Council, participated in a pilot certification process for volunteer translators, and helped reach out to the Latino community.” Allison Oja, North Branch Manager American Red Cross.

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