Alicia Meneses

C: 816-***-****

ad4awd@r.postjobfree.com

OBJECTIVE

To secure a challenging and rewarding position utilizing my administrative, customer service and management experiences to advance both in your business objective and my career goals.

CORE EXPERTISE

• Bi-lingual (Spanish/English) • Customer Support • Windows 2010 • Microsoft Word • Excel • Microsoft Office Outlook • Lotus Notes • Internet Proficient • Sony SoundForge Studio

PROFESSIONAL EXPERIENCE

5/17-11/23 Bread Financial Lenexa, KS

Customer Service Advocate

-Track record of handling large volumes of calls.

- Customer inquiries and maintain a positive relationship with customer. –

- Work on one call resolutions in taking care of the customers; Billing questions, filing disputes, Payments, Process Fraud claims and new Store applications.

-Strong proficiency in communication skills, active listening, and problem-solving to ensure customer satisfaction.

03/15 – 05/15 AKAL Security, Inc. Kansas City, MO

(Transition to new company with duplicate Airport Security Officer duties as

First Line Transportation Security described below)

03/07 – 03/15 First Line Transportation Security Kansas City, MO

Airport Security Officer

–Enforced security-screening procedures that were central to Transportation Security Administration (TSA) objectives

–Served to protect the traveling public by preventing any deadly or dangerous objects from being transported onto an aircraft

–Administered security screenings/checks of travel documents, inspection of passengers, and carry-on luggage.

–Utilized metal detectors, x-ray machines, and other electronic security devices.

–Provided customer service by resolving passenger inquiries with an ability to work with persons of diverse backgrounds

07/04 – 09/06 IBM Overland Park, KS

Sprint Account – Voice/Sound Studio Analyst

–Managed and distributed audio recordings to Sprint Wireless Division, all Sprint Call Centers voice platforms and Vendors, as well as the Interactiuve Voice Recogniton platform, Call Center Aspect switches, and Interactive Toll Free numbers applications.

–Tested new applications in speech enabled environments and worked closely with the design team to make improvements to system broadcast announcements

–Maintained and updated the database repository with all audio announcements in English and Spanish for Sprint Call Center enterprise voice platforms

–Provided backup support for engineering recording equipment to produce appropriate audio files for voice announcements in English and Spanish

–Provided support for testing call flows of Spanish announcements, to validate voice announcements broadcast in the production environment and adequate system functionality

05/02 – 07/04 Able Employment Kansas City, MO Receptionist-Bilingual Secretary II available for temporary contractual services to various Able clients including the following companies:

Sprint/IBM

–Assisted with documentation of Spanish announcements to create a verbiage repository

–Worked with the Sprint Development team on testing Spanish within test environments prior to deployment to production.

I-70 Speedway

–Receptionist to answer incoming calls and received messages for the pre-opening

–Responsible for handling of bulk mailings of information on ticket sales

011/91 – 03/03 Crown Center Redevelopment Kansas City, MO

Operations Manager

–Managed and prepared schedules for a staff of 25 employees.

–Responsible for balancing cash register and handling of daily deposits

–Maintained employee’s files for payroll, scheduling, attendance records, perfomerance sheets, etc.

02/99 – 11/00 Crown Center Redevelopment Kansas City, MO

Exhibit Hall Manager

–Responsible for taking care of clients’ services during events and meetings

–Coordinated with security team on ensuring security needs of clients

–Managed hotel staff to make certain that catering accomodations met clients’ satisfaction

1998 – 1999 Equifax Kansas City, MO

Accounts Manager

– Collected payments on unsecured delinquent accounts

– Responded to customer inquiries

– Promoted the importance of maintaining good credit ratings

1996 – 1998 Hyatt Hotel & Resorts Kansas City, MO

Front Desk Clerk

– Arranged reservations for incoming clients.

– Responded to customer inquiries.

– Processed hotel guest accounts (cash and accounting functions).

EDUCATION & ACTIVITIES

Bishop Miege High School 5041 Reinhardt Drive Shawnee Mission, KS

Diploma General Studies

Penn Valley Community College 3201 SW Trafficway Kansas City, MO

General Studies

Currently enrolled to complete Science/Information System with Cisco Emphasis

Johnson County Community College 12345 College Boulevard Overland Park, KS

Hospitality Management

May 2006-Oct. 2006

Events Coordinator for the Ms. Latina World Pageant

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