Zulariam Fernandez

**** ******* **** #***

Oviedo FL 32765 ad4s19@r.postjobfree.com Cell: 786-***-****

Dedicated customer service manager with 5+ years of experience; consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies. Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Transaction Coordination

Customer Satisfaction Enhancement

Mortgage Processing

Teambuilding & Training

Cost-Reduction Strategies

Title/Escrow Officer

Professional Experience

FUNTASTIC LEARNING ACADEMY

Assistant Daycare Director 03/2021 to 11/2023

New child enrollment, in-take tours, educational planning for the centers, office administration, Department of Children and Families liaison. During my tenure I was able to triple enrollment between the centers.

STAPLES 05/2019 to 03/2021

Business Sales Account Manager

I am responsible for creating and fulfilling supply chain and management orders for Staples Corporate customers. I started out with 500 accounts and the company saw it fit to promote me to 1500 accounts. I was consistently, at or above projected company goals for sales and customer service. RANDSTAD/ALIGHT SOLUTIONS 08/2018 to 05/2019

Advocacy Agent in Member Services

Alight is HR management company for which I was responsible for the troubleshooting of healthcare and 401K problems.

● I also handled other miscellaneous member services and provide peace of mind, moral support, education, and issue resolution for corporate employees, retirees, and their families. RAMBS APPLIANCE REPAIR 06/2012 to 08/2018

Office Manager

The organization is considered a small to medium business for which I was the right-hand person to the owner. I managed 20 employees for the organization and 10 home warranty contracts. Although my technical title was office manager, I was responsible for almost all aspects of operations. During my tenure, the organization went from 3 home warranty contracts to 10 home warranty contracts. As a result, we doubled our staff. My operational tasks included but were not limited to:

o Check in work orders from technicians and enter payments from customers for service. o Bill the warranty companies for service and parts fees. o Collections of account payable

o Payroll

o Close out work orders.

o Call customers to confirm appointment.

o Pull parts for techs with work orders for next day service schedule. AT&T MOBILITY 11/2007 to 10/2011

Transfer of Service Representative

I started as a customer representative and was eventually promoted to transfer of Service Representative.

● Handle incoming calls from our clients and employees, answering their questions and sorting out issues relating to their wireless service, credit evaluation, identity verifications, new accounts, wireless service activations, and accounts receivable.

● Receive back-to-back calls with little or no time between calls. Using active listening, probing, play-back, and style-matching skills to evaluate the customer's needs.

● Navigate in a Windows based system through a series of databases in order to access the appropriate information to service the customer.

● For lengthy or complex questions, research the information and call the customer back as required. Research can involve a number of resources, such as asking other CSRs, using online databases, reviewing documentations or asking other knowledgeable experts.

● Between calls work on various administrative projects which can include benefit calculations, data management, transaction workflow call backs and process improvements. Education and Training

UNIVERSITY OF PHOENIX— Phoenix, AZ

AS Criminal Justice

Part Time Employment as Real Estate Transaction Manager and Part Time Real Estate Assistant REFERENCES AVAILABLE UPON REQUEST