Customer Service English Spanish

BLANCA

VILLALTA

**** ***** ***** ***** *******, TX 75154 972-***-**** ad1q09@r.postjobfree.com

Skills Summary

Bilingual English/Spanish with outstanding customer service skills and fantastic communication skills being able to work well with others and independently. Configure switches and end devices to provide access to local and remote network resources. Explain how physical and data link layer protocols support the operation of Ethernet in a switched network. Configure routers to enable end-to-end connectivity between remote devices. Create IPv4 and IPv6 addressing schemes and verify network connectivity between devices Explain how the upper layers of the OSI model support network applications. Configure a small network with security best practices. Troubleshoot connectivity in a small network. Configure VLANs and Inter-VLAN routing, applying security best practices. Troubleshoot inter-VLAN routing on Layer 3 devices. Configure redundancy on a switched network using STP and EtherChannel. Troubleshoot EtherChannel on switched networks. Explain how to support available and reliable networks using dynamic addressing and first-hop redundancy protocols. Configure dynamic address allocation in IPv6 networks. Configure WLANs using a WLC and L2 security best practices. Configure switch security to mitigate LAN attacks. Configure IPv4 and IPv6 static routing on routers. Configure single-area OSPFv2 in both point-to-point and multiaccess networks. Explain how to mitigate threats and enhance network security using access control lists and security best practices. Implement standard IPv4 ACLs to filter traffic and secure administrative access. Configure NAT services on the edge router to provide IPv4 address scalability. Explain techniques to provide address scalability and secure remote access for WANs. Explain how to optimize, monitor, and troubleshoot scalable network architectures. Explain how networking devices implement QoS. Implement protocols to manage the network. Explain how technologies such as virtualization, software defined networking, and automation affect evolving networks.

Education

Cisco Certified Network Associate, Dallas College / May 2023

Completed courses to get a CCNA certificate. Had a 4.0 GPA for all 3 courses. Received letters of merit for CCNA 2 and 3. Currently studying to take the CCNA certificate exam.

Associate Degree in Science, Dallas College / December 2015

Completed more than half of my associate degree from January 2014 to December 2015. 3.4 GPA.

High School Diploma, RL Turner High School / May 2008

Graduated with a 3.5 GPA.

Experience

Mary Kay Inc.

Career Car Coordinator / September 2017 – October 2022

Worked with all levels of the sales force through inbound and outbound calls to educate them on the Career Car Program and Career Car Insurance Program. Motivated and inspired them to reach their goals, celebrated accomplishments, communicated with empathy when appropriate, and provided counseling. Coordinated with leasing companies, and other department team members and maintained a high level of operational awareness to ensure the highest level of customer service. Responsible for monthly and quarterly tasks and projects. Assisted department management by coordinating phone queue coverage, monitoring call volume. Monitored queues and calls to make sure coverage was sufficient for call volume. Trained and helped any new hires as necessary. Backed up the insurance team whenever necessary. Helped in improving the new insurance system by providing feedback when new systems were being created. Assisted the specialists in any way necessary by helping whenever possible.

Customer Service Representative / July 2015 – September 2017

Started as a temporary employee in July 2015 and became a permanent employee in May 2016. Provided support to the independent sales force as well as internal and external customers, represented the company, and maintained goodwill by performing customer support-related activities based on individual skill sets and business needs, communicated a positive company image, and actively pursued total customer satisfaction. Performed order processing duties exclusively while a temporary employee. Immediately trained in Customer Service after becoming a permanent employee in May 2016. Eventually cross-trained in Customer Satisfaction. Worked closely with supervisor to work on any special projects as needed. Would also train any new employees by doing side by side whenever necessary.

Equipment Recovery Services, Credit Protection Association

Team Lead & Trainer / September 2013 – May 2015

Started as a regular agent and was promoted to trainer within 6 months. Became a team lead within 3 months of becoming a trainer. Monitored agents and ensured they were aware of their stats for the day/month. Processed yearly reviews for agents. Handled any write-ups and any coaching for my team. Managed training program for the department and trained all new employees. Prepared any documents necessary via Microsoft Office.

Awards and Acknowledgements

English Student of the Year

Received English Student of the Year award in May 2008.

Employee of the Month

Received Employee of the month award in April 2013.

References

Earlene Booker, Mary Kay Inc / 214-***-****

Reynaldo de Leon, Mary Kay Inc / 469-***-****

Jose Villalobos, Equipment Recovery Services / 214-***-****

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