El Paso Customer Service

Herman Mapula

**** ******* *** ** * El Paso, TX *9936 * 915-***-**** * ***********@*****.***

OBJECTIVE

To obtain a position with the city of El Paso, TX

EMPLOYMENT HISTORY

U.S Customs and Border Protection - El Paso, TX 10/23/23 - 9/23/24 (Full Time 40hrs; GS6)

CBP Technician

Responsible for booking and arranging flights for new CBPO’s traveling to Academy (FLETC) using SAPS/Concur system; assisting Training Officers create new trainee profile folders; granting PIV card access to new officers/employees at Ysleta Port; inputing training session data from trainings such as Suicide Prevention Training, Portable Radiation Device, Job Safety Training into Acadis system; submitting overtime tickets for trainees in Academy into COSS payroll/scheduling system; creating excel spreadsheets for training solicitations offered to CBPO’s; changing schedules in COSS system for CBPO’s going on TDY’s; assisting APD and SCBPO in gathering information for the yearly bid rotation and placement for CBPO’s Kech Co. – El Paso, TX 10/26/20 - 08/02/2022

Bi-lingual Counselor

Responsible for answering incoming calls, providing borrowers with guidance/assistance with student loan accounts, changing repayment plans, web assist, taking payments, performing outbound campaigns for at-risk borrowers

DM Dickason/ HGS – El Paso, TX 11/20/17 – 10/15/20 Trainer Operations

Responsible for conducting pre-process training for new hire classes, assist in developing current trainers by observing process training classes in progress and providing feedback, conduct tech checks for onboarding agents prior to training, conduct focus groups with classrooms, collaborate with Operations to maximize agents potential, develop training workshops/material, assist with various reports.

United Blood Services – El Paso, TX 05/10/16 – 09/26/16 Donor Care Specialist

Responsible for performing donor interviews, phlebotomy Insight Technology Solutions, Inc/ Hewlett Packard – El Paso, TX 7/29/13 – 4/22/16 Trainer/ Customer Service Representative

Responsible for training new hire classes on USCIS project utilizing power point presentations, assisting customers with naturalization/citizenship process iGate Patni - El Paso, TX 9/6/11 – 1/31/12

Data Entry Clerk

Responsible for entering medical document information into computer system (Citrix) Empire-Today - El Paso, TX 10/22/07 – 3/1/11

Customer Care Administrative Team (CCAT)

Responsible for entering customers payment data into EMS system, re-scheduling customers sales appointments, keeping track of sales representatives referrals & customer referrals, and booking sales appointments for new or repeat customers. Texas Gas Service - El Paso, TX 10/25/06 – 06/22/07 Customer Service Representative

Responsible for scheduling customers request for connection and disconnection of natural gas services, processing payments over the phone and creating pay arrangements following company policy.

GC Services – El Paso, TX 10/05/01 – 04/01/06

Unit Manager

Responsible for the development of team members, monitoring calls, providing feedback, providing team members with annual review, conducting training when necessary West Telemarketing – El Paso, TX 03/22/00 – 07/15/01 Operations Team Leader

Responsible for coaching and developing team members, monitoring calls side-by-side, providing feedback, keeping track of team members daily statistics SUMMARY OF QUALIFICATIONS

• Twenty one years of customer service experience in call center environment

• 7 years experience in various leadership roles

• Excellent written and verbal communication skills, with an eye for detail

• Extremely productive in a high volume, high stress, environment

• Proficient in the use of Excel, Word, MS Outlook

• Bilingual

EDUCATION

Montwood High School, El Paso, TX

High School Diploma, 1997

Contact this candidate