Natalie Baca

** ********* ******

978-***-****(c)

Dracut, MA 01826

adt9c0@r.postjobfree.com

Objective Experience

I am currently looking for a remote position where I can utilize my expertise customer service skills to work within a mutually benefitting company.

Stavros fbo Laura Montano

Lawrence, MA 01843

Personal Care Attendant

May 2014- Present

General Tours Inc

Salem, NH 03079

Customer Service Rep

June 2013-December 2013

Supports Clients with physical difficulties.

Provides transportation to and from medical appointments.

Ensures timely administering of medications.

Assist client with the maintenance and application of prosthetic care.

Answered incoming calls from travel agencies/direct clients.

Provided quotes on vacation packages.

Researched geographical and weather information on countries pertaining to tour package.

Answered email support requests.

Boston Public Schools

Boston, MA 02118

Customer Service

Rep/Parent Hotline

December 2012-April 2013

Provided telephone support with transportation requests.

Handled bi-lingual (Spanish) speaking calls.

Provided parents with enrollment information and website assistance. Processed mailings.

CyberGrants Inc

Andover, MA 01810

Client Service Support

Specialist

October 2002-January 2010

Provided timely and accurate resolution to all support requests within the prescribed Service Level Agreement (SLA).

Worked with internal and external partners to assist in determining resolutions/responses to inquiries.

Actively managed workload and time to ensure SLA’s are met or exceeded.

Provided timely updates to appropriate internal and external parties regarding issue resolution.

Developed a solid understanding of client program rules, contacts, policies and procedures.

Attended and actively participated in team meetings.

During peak volume periods, non-standard hours were performed in order to complete work items.

Recorded details of inquiries, comments, and complaints.

Identified and escalated priority issues to appropriate escalation point.

T-Mobile

Nashua, NH 03064

Customer Service Rep

February 1999-September

2002

Dealt directly with customers either by telephone, electronically, or face to face.

Responded promptly and resolved customer inquiries or complaints. Obtained and evaluated all relevant information to handle product and service inquiries.

Set up new customer accounts and processed forms and activation requests.

Organized workflow to meet customer time frames.

Recorded details of inquiries, comments, and complaints.

Education Northern Essex Community College- Associates Degree 2001

Academy of Notre Dame HS- High School Diploma 1997

References provided upon request.

Qualifications • Attended and completed training in Exceptional Customer Service.

•Bilingual- Fluent in both English and Spanish.

References provided upon request

Contact this candidate