Customer Service Sales

María González Pérez, MBA

********@*****.***

https://pr.linkedin.com/in/maria-gonzalez-perez-a38599103

787-***-**** (day/evening)

PO Box 6467 U.S. Citizen

Loiza Station No Convictions

San Juan, PR 00914 No Veterans’ Preference

Proven strategic-oriented bilingual marketing, sales and service professional with vision, leadership, and tenacity to successfully capture market share and accelerate revenue growth. Versatile marketer in business development and expert in relationship building and long-term client retention. Strong ability to identify and target niche markets to create demand to rapidly come up to speed in new environments and consistently deliver results.

Expertise:

Creative marketing planning and execution ability to envision innovative and effective sales, targeted marketing, and events, develop strategies, and follow through on all details to ensure successful implementation

Strategic sales proficient in all stages of the sales process—proven ability to communicate and present to large and small groups, develop new business and to build and maintain positive customer relationships through continuous follow up and service

Management and leadership lead teams, direct project/program logistics, and manage multiple projects simultaneously

Home Inspector Verified and documented damages post Maria’s Hurricane, and make recommendations to FEMA for the applicants claim.

EXPERIENCE

Home Inspector FEMA Contractor WSP USA Inspection Service, San Juan, Puerto Rico 10/2017- to present

Performed Inspections and assessed damage of residences.

sDocumented the damages sustained based on knowledge of constructions techniques.

sAssessed damage to dwellings and the overall habitability of homes and addressed each appropriate field using the ACE 4 filed software.

Reviewed, analyzed and verified occupancy documentation provided by applicants such as mortgage payments books, deeds and various insurance documents.

sProvided orientations about disaster assistance program information to applicants.

sIdentified possible allegations of fraud or abuse by applicants.

sHandle suspicious and problematic disaster assistance claims while performing the inspections.

sConducted quality, timely and compassionate housing inspections services for disaster survivor by exceeding FEMA’s performance targets through innovation, preparedness, and operational excellence.

Collector Specialist Transworld System, Inc.-Guaynabo, Puerto Rico 05 2016 – April 2017

Key Initiative: The duties of a Collections Specialist include collection calls and/or correspondence in a fast paced goal oriented collections department. Providing customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments.

sSpecial project of first party billing for the client: Liberty Cablevision Puerto Rico, of Puerto Rico.

Working invoices between 70 to 90 days in delay, recover payment within the period of 10 days of suspension of service, exceeding expectations in the reconnection and retention of the client.

sNegotiated to pay half in delay balance, and the other half: make a payment plan in the next 4 future billing with the renewal of service contract for one year. Adjusting the need and budget of the client with a package of services of equal or lower cost.

sSurpassing the expectations in the coordination and recovery of equipment to the clients who will not continue with the services.

Sr. Enrollment Representative University of Phoenix, B7 Tabonuco St., Guaynabo, PR 00968 4/2005 – 8/2015

Key Initiative: Personally recruited by Enrollment Director and Campus Director during growth spurt and challenged to meet aggressive enrollment and retention goals, drawing upon successful career in institutional marketing and expertise in admissions counseling.

sConsistently ranked among top 20% of enrollment advisors averaging 95 % to 100 % in new student retention rate over the course of 10 years, taking home the Leadership Summit Award, attributable to strong counseling during Q&A sessions to identify student interests and career goals, assess eligibility, recommend solutions and degree programs, respond to inquiries, advise on student aid, and follow-through to address any problems or issues.

sDelivered highly consistent and predictable enrollment results, meeting or exceeding targets for each quarter with an average 50% closing ratio for the first six years prior to major shift in qualifying criteria requiring students to be fluent in English.

sDeveloped administrative changes in application procedures that allowed for a quicker and more accurate enrollment process.

sRecognized as subject matter expert on financial options and international students, heading inquiries on federal student aid, grants, loans, scholarship programs and Visas.

Represented the University in outreach/community activities to support strategic plans, drive leads, and broaden pipeline.

Assisted customers answering questions such as item price or location and handling bulky/ heavy items.

Operate an electronic checkout system to records files, total customer information and make correct change.

Performed a variety of duties in handling, preparing and maintaining stock levels of promotions items.

Prepared and maintain a variety of documents to order to financial and academics department as needed, reconcile invoices and submit requisitions.

Maintain security, safety and sanitation practices and procedures.

FORMAL EDUCATION

MBA - Global Management UNIVERSITY OF PHOENIX, Guaynabo, PR 00968 5/2012

39 total semester credit hours completed

BBA – Marketing UNIVERSIDAD DEL ESTE, Carolina, PR 00983 5/2004

129 total semester credit hours completed

High School Diploma CENTRAL HIGH SCHOOL, San Juan, PR 00907 5/1988

TRAINING AND PROFESSIONAL DEVELOPMENT (2005 – 2017)

sPrivate Loans

sCampus Compliance Self- Assessment

sParental Nondisclosure

sDirect Loan Program UOPX - FAQ's

sPlagiarism

sCriminal and Security Programs

sFinancial Aid - Direct Loans (ES)

sEnrollment and Lead Management Guide

sSetting Clear Student Expectations Assessment

sTraining Student Web Page

sTime Management & Strategy

sHelping Clients Succeed

sThinking Critically

sProject Progress Competency Model

sThe Federal Trade Commission (Federal Trade

sCommission), the national agency for consumer protection, is responsible for the enforcement Fair.

sDebt Collection Practices Act (FDCPA), which prohibits debt collectors from using abusive practices unfair or deceptive to collect a debt.

sWSP/FEMA Home Inspector Contractor-

sDeployment preparedness, Inspector Policy documents and government issued equipment. Badging and fingerprints refence.

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Assist with special projects as they arise. Required Knowledge, Skills, Abilities and Competencies:

*Proven ability to communicate effectively over the telephone.

*Demonstrated excellent written and verbal communication skills.

*Ability to comprehend Passport laws and regulations.

*Ability to prioritize workload and possess excellent organizational skills.

*Ability to analyze data and make sound recommendation.

*Fully bilingual (English and Spanish required) professionals with strong writing (grammar and spelling skills).

TECHNICAL PROFICIENCY

Over 10 years of computer experience with E-Mail and FAX communications MS Office Suite (Word, Excel, PowerPoint, and Outlook) FACS, livevox, ACE 4 WSP field Software and APA

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