Customer Service Manager
Resume:
Zulariam Fernandez
Oviedo FL 32765 ********.@*****.*** 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
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