Customer Service Quality Assurance

DELVIN CASTA GOMEZ, JR.

**** ******** ****** ****: 787-***-****

Moseley, Virginia 23120 E-mail: *****.******@*****.*** CAREER FOCUS: A Customer Service oriented leader with over 9 years of successful experience in retail operations, merchandising, sales and administration. Comprehensive understating of supervision, inventory management, warehousing, and customer relationship management functions. High-level of integrity to protect sensible information, while communicating effectively with peers, subordinates and leaders alike towards overall mission success. PROFICIENCIES

Beyond my undergraduate education I seek to leverage my keen ability in multi-tasking, and prioritization of assignments to meet organization’s mission and vision via: CUSTOMER CARE CENTER LEAD - BILINGUAL 2013 - Present EZ Pass Walk-In Center, Faneuil, INC. Richmond, Virginia Utilizes performance management information to assist with coordinating and scheduling customer service representatives’ activities while assisting the supervisor with attainment of designated key performance indicators. Ensures and advocates compliance with state and federal laws, rules, regulations, guidelines, DOT/OTO policies and procedures. Conducts quality assurance monitoring and assists with documenting results while coaching and mentoring team members towards continuous improvement. Provides technical, administrative guidance and assists with organization’s training and development of staff members. Troubleshoots office equipment, systems and rectifies general toll issues by communicating or assigning them to its proponent or divisions for resolution. PROJECT COORDINATOR AND PROCUREMENT CLERK - BILINGUAL 2015 - 2016 Conserv Group LLC Richmond, VA

Handled purchase requests by developing project estimates that achieve increased sales and improve performance results. Finalized quotes with contractors and negotiated the overall logistical support and approach to minimize contractual issues throughout the delivery process. Assessed budget and inventory requirements while balancing outstanding purchase orders with invoices in a timely manner thus improving organization’s cash in-flow. CUSTOMER RELATIONS SALES ASSOCIATE - BILINGUAL 2006 - 2013 JC Penney and Lanco Paints Virginia, Florida and Puerto Rico, USA Superb management of cash and credit transactions; provided excellent direction to customers in all of their shopping needs to include the selection, demonstration, preparation and loading of merchandise. Commended as a Top-Sale performer based on business acumen, adaptable skills and abilities. Responsible for addressing customer inquiries, discrepancies or complaints throughout their shopping experience. Responsible for inventory control, management, quick-load items, replenishing shelf stock, and administration of end-of-the day functions to secure store during non-operational hours.

EDUCATION

Bachelors of Science in Business Administration and IT Management 2014 East Coast Polytechnic Institute, Richmond, VA

Professional Certificate in Medical Billing 2010 ICPR Junior College, Mayaguez, PR

REFERENCES UPON REQUEST

Customer / Client Focus CRM Systems / POS Technology Fluency in Spanish and English Project Coordination Quality Assurance Problem Solving and Analysis Contact and Cash Management Supervisor-Subordinate Relations Interpersonal Skills