Customer Service Representative
Resume:
Elmie S. Abad
Katy, Texas 77450
****************@*****.***
OBJECTIVE ADMINISTRATIVE or related position with a respected and stable company which
will utilize
my skills and experience.
PROFILE Qualified by over 10 years of administrative, bookkeeping, and customer
service experience with proven skills including:
A/P, A/R, Payroll, G/L, bank reconciliations, and monthly financial reporting.
Sales/Customer Service skills including supervising and training employees, V.I.P.
client relations, preparing client correspondence, reports, spreadsheets, and running
multi-line phone system.
Computer Skills: MS computer, Word, Outlook, & 10 key by touch.
Strengths Include: excellent communicating and client rapport skills, strong background in business with proven
analytical skills, fast learner, organized, disciplined, dedicated professional and team player.
EXPERIENCE
11/96 to 8/12 VERIZON WIRELESS-CALL CENTER
RESOURCE MANAGEMENT-COORDINATOR
Manage Workforce Operations with minimum supervision.
Multi Task: phone line, outlook, workflow, and TCS.
Innovate and implement to ensure task are efficient.
Familiar with tools to accomplish job task.
Monitor agent activities to partner with Supervisors & AD.
Provide information of Workforce policies and procedures.
Generate report of daily, weekly, and monthly statistical data.
Process agent vacation, shift trades, schedule, & exceptions.
Confirm/Verify agents are in attendance to handle call volume.
Partner with National Command Center to report Local Operations.
6/91 to 5/96 SPRING BRANCH VETERINARY CLINIC
CUSTOMER SERVICE REPRESENTATIVE/RECEPTIONIST
Administer close-out of daily business reports including running all financial reports,
doctors/patient ratios, new client reports, and master client report on PSI system.
Perform daily opening functions including running backup system of previous day’s
sales and client activity.
Organize and implement new client correspondence including follow-up letters and
new client packages, and maintain digital, numerical filing.
Responsible for processing and inputting computer data on new clients, standing status
and customer charges.
Act as rotating switchboard operator on multi line phone system.
Execute close out of financial reports including balancing incoming monies, and
reconciling standing accounts.
4/90-5/91 PRIDE CRUISE LINE
V.I.P CUSTOMER SERVICE REPRESENTATIVE
Processed reservations for V.I.P. clients, compiled reports on V.I.P. standing clients and
issued reports to personnel.
Compiled and entered V.I.P. check cashing verification on Data base 111 Plus, issued
V.I.P. cards, created comprehensive list of boarding V.I.P. clients to insure they received
all benefits.
Processed V.I.P. reports on main base, administered and accessed verification of V.I.P.
client status for employees, and created complete mailing list and labels system of V.I.P.
clients.
5/88-3/90 GAIDO’S SEASIDE INN
CUSTOMER SERVICE REPRESENTATIVE
Responsible for checking in and out of customers, verifying reservations,
ensuring proper room check and availability.
Performed financial balancing for closing, and hotel forecasts during heavy traffic flow.
Reconciled client issues and concerns, answered multi line phone system, and provided
visitor and recreational information for customers.
Implemented new reservation system to avoid over-booking, and streamlined
Other reservations and customer service responsibilities to ensure accuracy and
efficiency.
Performed all front desk and customer service responsibilities including
directing and processing reservations, handling all customer concerns, and acting as
liaison between customer and management.
Supervised and trained employees on reservation process.
11/85-2/88 ELI’S TEXACO
BOOKKEEPER
Performed all bookkeeping activities for gas & oil franchise which involved recording of
daily sales and services, executing proper billing of customers, and monitoring,
verifying credit payment of gas delivery.
Executed manual billing of cash/check deposits, administered payments of daily
expenses, and endorsed checks for billing.
Prepared daily sales, monthly financial reports, and reconciled cost and billing reports.
MANAGER
Managed business which involved supervising operations and two employees.
Performed all opening and closing functions including daily sales reports, and collection
of cash/check and credit payments.
Supervised all opening business operations which involved cash register set up, initiating
gas pump systems, and store preparation.
Performed accounting responsibilities including administering payroll for 3 employees,
and endorsing checks for bill payments.
Monitored and deposited cash/checks, recorded and reconciled daily sales, prepared A/P,
A/R, G/L and monthly statements.
EDUCATION Spencer School of Real Estate, Houston Texas 1996
Real Estate
Texas State University(SWTSU), San Marcos, Texas 1982-1985
Accounting / Management major
Galveston College, Galveston, Texas 1981-1982
O’Connell High School, Galveston, Texas Graduated 1981
Related course work:
Personal Finance Bookkeeping
Accounting 1 & 2 Business Statistics
Business Finance Principle of Management
Analysis Business Personnel Management
Production & Operational Management
ACTIVITIES/
AWARDS Verizon Wireless-Perfect Attendance & Performance Bonus
Texas Hospitality Training Program
Galveston College – Tennis Team
Personal Finance – Excellence Award
Galveston Meals on Wheels
Galveston College Scholarship
Personal references furnished upon request.
Contact this candidate