Customer service, call center, Retentions & escalations, reporting

Milagros Allen

*** ******* ***** *****: 856-***-****

Williamstown, NJ 08094 Email: ***********@*******.***

Customer Service Specialist

A dedicated Administrative Office Specialist with 20 years of experience in a professional capacity. Known for the ability to lead diversified teams, uphold interpersonal communications and lead service strategies within the IT sector. Recognized as a committed, team-oriented individual with a knack for leveraging thorough problem-solving skills in order to resolve issues and provide comprehensive IT support and Call Center Management. Bilingual speaker with fluency in English and Spanish.

Areas of Expertise

Time Management

Administrative Office Assistant

Staff Supervision

Departmental Oversight

Proficient in Microsoft Office Suite

Information Technology

Software & Hardware

System Migration / Updating

Workplace Communications

Appointment Scheduling

Customer Service

Team Leadership

Technical Support

Managerial Reporting

Telephone Etiquette

Key Skills Assessment

Project Management– Hand-chosen by managerial officials to serve as Project Manager for the implementation of a brand new operating system.

Team Leadership – Referred to as a team player by co-workers. Regularly facilitate teammate coaching and mentorship while providing detail feedback on individual successes and achievements. Delivering in classroom setting, learning and development of critical business material for day-to-day systems and product knowledge for team success.

Professional Experience

Williamstown Middle School, NJ

Paraprofessional 11/2017 - Present

One on one aid, School tasks as needed, Classroom assistance, office assistant

Xerox, Cherry Hill, NJ

Benefits Consultant for Team USAA

Product knowledge base Direct Contribution, Pension & Health Wellness 8/2015 – 12/2016

Aflac, Sicklerville, NJ 1/2015 – 8/2015

Sales Consultant

Supplemental Benefits and Medicare line of business

Comcast, Voorhees, NJ 7/2001-6/2012

Customer Service Supervisor

Led 30+ team members while providing hands-on coaching and ensuring their professional success while achieving call center goals for the business. Mentoring and development to success of team

Served as Project Management for the implementation of a brand new operating system for corporate use.

Oversaw employee payroll and personal time, ultimately streamlining day-to-day scheduling protocol.

Best Buy, Marlton, NJ 5/1999-7/2001

Senior Administrator, Customer Service

Supervised staff members, ultimately ensuring daily productivity and resolving any escalated issues.

Worked with individual customers in order to understanding technical issues and implement resolutions.

Wal-Mart, Turnersville, NJ 6/1994-5/1999

Department Manager

Oversaw day-to-day operations within designated department while supervising team members and spearheading direct sales.

Offered assistance directly to customers as a means of upholding exceptional customer service.

Education & Training

A.S. in Sociology

Principles of Management, Comcast University, Voorhees, NJ

Principles of Management / Leaders of Management, NCTI, Online

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