Customer Service Support
Resume:
VERNER JIMENEZ
***** ********* ****, *********, ** 92508
***********@*****.***
Experienced Customer Service Professional seeking a challenging assignment PROFILE OF QUALIFICATIONS
Hold Bachelor of Business Degree; long-term experience in providing highest levels of customer support and service across multiple industry sectors
Continually demonstrate leadership strengths in directing work performance of customer support personnel, skillfully assessing trends and designing response action plans to mitigate challenges; serve as first-point-of- contact in managing escalated situations
Place strong focus on importance of delivering quality service and train team personnel on productivity and performance; interface with management to provide feedback concerning developing needed changes/updates for policies, procedures and customer care issues
PROFESSIONAL SYNOPSIS
Realty Experts, Riverside, CA 1995 – Present
Realtor/Sales
• Skillfully directed buyers as well as sellers through various phases of property purchase/sales; showed properties, participated in various negotiations, oversaw work of title, escrow and termite inspection companies as well as sub-contractors, performed property valuation analyses, and assured adherence to specific timelines detailed in listing and purchase contracts.
• Also worked closely with lending organizations including Bank of America, Chase, NFCU, Wells Fargo, Nationstar Mortgage, OCWEN, OSC and HUT; skillfully reviewed/negotiated any legal issues, developed work estimates and followed-through with clients to assure complete customer satisfaction. World Solutions, LLC, Riverside, CA 2003 – 11/2019 Customer Service Manager
• Hold comprehensive responsibilities for personnel hiring, selecting, orienting, training, scheduling and providing any needed discipline; clearly communicate job expectations and monitor performance, participate in compensation planning, and continually ensure enforcement of organizational policies/procedures.
• Contribute expert recommendations, identify customer service trends and develop action plans toward system improvement, implement production/quality/customer service standards, resolve issues, complete audits and successfully facilitate change.
• Prepare annual budgets, interface with customers to assure that customer service requirements are met, develop focus groups, benchmark best practices and analyze all applications.
• To improve quality, regularly assess processes, communicate service metrics, analyze results and implement needed changes.
• Provide help desk resources and technical advisement, distribute advisories and information on new techniques, and skillfully detect/diagnose network problems.
• Participate in various educational opportunities, maintain currency through professional publications, and develop and manage personal networks,
• Collaborate with Sales personnel to achieve marketing/sales objectives through planning, developing, implementing and evaluating array of advertising, merchandising and trade promotion programs; also assist with billing/collections processes.
VERNER JIMENEZ
***********@*****.***
Law Office of Lowe & Roberts, Azusa, CA 1987 – 2003 Legal Administrator
• In this assignment was responsible for managing schedules regarding trial dates/hearings, coordinating appointments and travel, reserving conference rooms, and facilitating teleconferences/WebEX meetings/video conferences.
• Worked closely with customers/external counsel/vendors to exchange information and documentation, prepared correspondence and presentations, maintained legal management systems, and researched materials for report development.
• Expertly trained support staff personnel in use of office systems, case management and filing protocols, and docket/diary procedures; utilized case management systems and electronic data to manage case files and develop management reports.
• Continually ensured appropriate sharing of information between clients and attorneys, and managed acquisition/maintenance of legal research and reference materials for usage by firm members. Falcon Cable 1981 – 1983
Customer Service Supervisor
• Skillfully met responsibilities for overseeing work performance of 25 individuals within Customer Service Department, including recruiting and training.
• Knowledgeably responded to various inquiries, resolved wide array of issues and provided needed information concerning new products while working with customers to develop new accounts and implement new systems.
• Continually responded to customer feedback to gain insight and develop methodologies for improving service delivery and upgrading policies and procedures; also skillfully managed array of public relations issues. EDUCATION / VOLUNTEER INVOLVEMENT
Chelsea University, London, U.K.
Bachelor of Business Degree, 1987
Volunteer, Leukemia & Lymphoma Society
Volunteer, The America Cancer Society
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