Customer Service Microsoft Office
Resume:
Humberto Luis Costa Araujo
Dallas, TX - 75206
*********@*****.***
WORK HISTORY
Bilingual Team Leader
Nielsen
Dallas, TX
Aug 2014 to present
The Bilingual Team Leader is responsible to develop, analyze, coach the research interview based on study/cycle performance, quality, associate engagement, retention, audit results, etc.
The Bilingual Team Leader is able to motivate and coach the research interview in both languages (English/Spanish).
Develop new methods to achieve goals and deliver the best results. Using Microsoft Office with tools such as Excel spreadsheets, Word documents, and PowerPoint presentations.
Understanding the studies and able to transfer knowledge to team members as well as tracking results.
• Partner with peers and manager to ensure departmental metrics is achieved
• Manage agent performance metrics and quality
• Maintain a high level of internal and external customer satisfaction by using professional, positive communication skills
• Handle escalated customer issues as needed
• Facilitate regularly scheduled Supervisor led team meetings and agent 1:1's to set expectations, review performance, set goals, promote communication and develop team members
• Maintain team attendance guidelines; escalate discipline as needed
• Provide recruiting and training support as needed
• Identify and recommend process improvements as needed
• Be highly effective in managing multiple projects simultaneously.
Sales Service Specialist
Bank of America
Dallas, TX
Jan 2011 to July 2014
The Sales and Service Specialist works in the branch and is responsible for greeting, servicing and selling to customers in the lobby and performing teller transactions. Responsibilities include functioning as a scheduled seller or teller depending upon banking center's specific needs.
Establishing, retaining and deepening relationships with branch customers and potential customers to achieve team sales goals and provide quality customer service.
Resolving complex service issues or referring to appropriate associate to guarantee customer satisfaction and retention.
Providing proactive sales activities of basic products while referring more complex requests (e.g., complex small business accounts or mortgages) to an associate with more in-depth expertise.
Processing transactions accurately and efficiently to build customer confidence and trust, based on established policies and procedures.
Ability to provide clients with information, data and advice, as well as respond to inquiries or complaints from customers and manage difficult situations with customers
Skilled in optimizing sales opportunities to existing and walk-in customers
Ability to generate new business by outbound calling and by reaching out into the local community
Entrepreneurial, ownership-oriented mindset
Careful attention to detail and organized
Excellent oral and written communication skills with exceptional influencing skills
Ability to work effectively as a team member and with customers
Strong analytical and problem solving skills. Ability to derive innovative solutions
Ability to establish credibility quickly with customers; demonstrate confidence in dealing with his/her peers
Strong work ethic and high integrity
Ability to translate to for 3 languages (Portuguese, Spanish and English).
Professional Teller
Bank of America
Dallas, TX
May 2009 to Jan 2011
Teller using the “Bank of America Spirit” philosophy - the customer satisfaction based on quality of the product and banking service. Consistently seek to delight our internal partners and external customers and deliver exceptional customer service with a positive attitude.
Advanced computer skills, implementing new softwares using network portability.
Managing Internet Cash handling softwares and Microsoft Office applications.
Execution of Marketing strategies for launching of new products and using network services.
Well experienced and at ease in working and interacting in a diverse and Multicultural Environment.
Heightened attention to detail, time management and organization.
Excellent oral and written communication skills.
Ability to manage retail operations, as well as plan goals, schedules and objectives and conduct audits
Successful cross-selling experience and effectively lead team to performance goals
Extensive experience in assisting customers with inquires and/or problem resolution
Build customer loyalty; establish customer relationships through courtesy and friendliness, including addressing each customer by name.
Identifying opportunities to enhance customer financial needs, goals and objectives
Managing Website contents with for the Branch.
Ability to translate to for 3 languages (Portuguese, Spanish and English).
Shift Manager
PIZZA HUT – YUM BRAND, INC
Dallas, TX
May 1999 to Oct 2008
With nine years of training and experience on “Customer Mania” philosophy - the total customer satisfaction based on quality of the product and speed of service - enforced the standards of cleanliness, safety and security in the restaurant and increased customer’s fidelity by improving a personalized treatment.
Solid and proved ability handling multi-task activities,
Customer Service skills focused on concerns solving and Customer Total Satisfaction.
Handling and managing School Lunch accounts
Direct contact with vendors ordering inventory items and keeping the maintenance of equipments.
Preparing and analyzing financial reports that would be sent to the corporation
Execution of Marketing strategies for launching of new products
Well experienced and at ease in working and interacting in a diverse and Multicultural Environment.
Excellent Customer Service and organizational skills in arranging and coordinating especial events
INTERNSHIP – FADEMAC LTDA
Jacarei, SP (Brazil)
Aug 1997 to Dec 1997
Created, organized and managed a computers working designers group to provide creative graphics and design projects, transforming customers ideas into professional results and driving their business. Active participation on creation of several new companies, developing their logos and portfolios.
Well experienced on assembling, upgrading, configuring and repairing personal and industrial computer equipment.
Confident on installing and uninstalling software on Windows platform.
Proficient in assembling, configuring, and maintenance of network.
EDUCATION
COLEGIO REZENDE E REZENDE
Computer Science and Programming – Clipper, Visual Basic, Pascal 1996 - 1997
Jacarei, SP – Brazil
COMPUTERS – MAINTENANCE AND ASSEMBLY OF EQUIPMENTS
SENAC – Serviço Nacional de Aprendizagem Comercial 1996 - 1997
Jacarei, SP Brazil
COLEGIO REZENDE E REZENDE
Microsoft Office 1995 - 1996
Jacarei, SP Brazil
PROFESSIONAL DEVELOPMENT COURSES
Pizza Hut – (Yum! Brands, Inc.)
BCM – Becoming a Customer Maniac
Pizza Hut – (Yum! Brands, Inc.)
CBQ – Come Back Quality
Pizza Hut – (Yum! Brands, Inc.)
HIC I and II – High Impact Coaching
LANGUAGES
English
Portuguese
Spanish
Contact this candidate