MARYMAR

MACHUCA

marymarm****@gmail.c

om

443-***-****

Reisterstown, MD 21136

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

PROFESSIONAL SUMMARY

Montgomery County Government - Customer Service

Representative l at

Rockville, MD • 04/2021 - Current

WORK HISTORY

Performed a wide variety of general clerical, public contact, and customer service work providing

information and/or directing request over the telephone and at a public counter

•

Received and processed all inbound calls with excellent customer service

•

Identified the type of service being requested through a series of detailed clarifying questions for better understanding of the issue presented

•

Engaged call information to the software systems for communications

•

Provided callers with information about appropriate and available county service

•

Answered telephone inquiries from the general public for non-emergency county services

•

Listened to the caller's question(s), asking relevant questions for clarification as necessary, evaluating the information obtained and providing the appropriate response in accordance with specific instruction and training

•

Processed, recorded and maintained records of

telephone exchanges in accordance with specific and established procedures; performed follow- up duties as

•

SKILLS

• PROFESSIONAL SKILLS

Desko: HVAC Dispatching,

Invoices, Quotes,

Accounting

•

Quickbooks: Accounting,

Payroll functions,

Payments, Bookkeeping,

Taxes

•

Microsoft Office: Edit text

documents, Create

templates, Charts,

Powerpoints, Graphs,

Functions, Analyzing Data,

Spreadsheets

•

• Teambuilding

• Decision-Making

• Flexible and Adaptable

• Multitasking Abilities

• Good Telephone Etiquette

Interpersonal

Communication

•

Northern Virginia Community

College(NOVA)

EDUCATION

Woodbridge, VA

Business Management

GPA: 3.53

Gar-field High School

Woodbridge, VA

R&M Cleaning Service - Receptionist/Office Manager Woodbridge, VA • 07/2011 - Current

EZ Solutions - Accounts Payable and Receivable

Alexandria, VA • 02/2018 - 02/2020

HVAC - Receptionist/Office Manager

Alexandria, VA • 02/2017 - 08/2019

directed and required

Performed after-call work, referred service requests to the appropriate county department, fulfilled requests from customer calls where the work is defined by the Customer Service Center per Standard Operating

Procedures (SOP)

•

• Coordinated meetings and communicated with clients

• Directed and scheduled staff in their work assignments Maintained enough supplies and inventory of cleaning products and placed orders when

•

• Necessary

Managed and reported any incidents when there was any issues with the cleaning that was provided via email, text, or work proposals

•

Trained, and inspected work from staff to ensure all procedures are performed according to standards

standards

•

• Tracked all payment

Verified vendor accounts by reconciling monthly

statements and related transactions.

•

Paid vendors by monitoring discount opportunities and paid employees by receiving and verifying expense

reports.

•

Matched purchase orders to invoices and logged invoices into computer.

•

• Verified vendor accounts.

Reviewed each invoice and requisitions for payment approval.

•

• Prepared checks and assisted with payroll duties.

• Evaluated payment applications for completed work. Coordinated office activities and operations to secure efficiency and compliance to company

•

• Policies

• Translated for customers

JOL General Contracting - Receptionist/Office Manager Laurel, MD • 05/2015 - 01/2017

Trained new employees while enforcing high quality of customer service through implementation of effective company policy procedures

•

• Prepared proposals for clients and vendors

• Submitted timely reports and prepared presentations Tracked inventory of office supplies and technician supplies and placed orders when necessary

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• Created and updated records and databases

• Supported budgeting and bookkeeping procedures

• Managed every day phone calls and correspondence Managed schedules/ travel arrangements/appointments etc

•

• For the upper management

Supervised administrative staff and divide responsibilities to ensure performance, Guided a group of up to 8 new employees trained them on clerical day to day basics, explanations of material

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Guided weekly discussion sessions on material; prepared weekly problem sets and monthly review sheets of

expected goals

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Participated in going to work sites to analyze building material

•

Generated reports for profit and loss expenses on

projects

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• Mastered techniques to help in time management

Produced weekly reports to monitor progress and

presentation summarizing most important research

findings and strategy for progress of the project

•

Spanish

Native or Bilingual

English

Native or Bilingual

French

Limited Working

LANGUAGES

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