Customer Service Data Entry
Resume:
Edilma Franco
******.******@*****.***
SUMMARY
High-energy and motivated individual, successful in building and motivating dynamic teams; with more than 15 years’ experience monitoring, coordinating, and preparing projects bits and to achieve organizational goals. Organized and diligent with excellent written oral and interpersonal communication skills. Core qualifications: operation management, Staff development, Inventory control, Performance metrics, Cross-functional team management, Skilled in database implementations, Microsoft Office suite, and resourceful problem solver, bilingual (Spanish/English), and ability to function well under pressure.
coordinating, preparing and submitting
EXPERIENCE
L&T General Contractors Katy, TX
Operations Management 11/20 – Present
Managed and maintaining the accuracy of the Client database electronically and paper format.
Supervised and maintain the project plan by producing summary status reports, issuing monthly projections, and change orders, change proposals/pricing for the owner and the subcontractor(s), creating/monitoring pay applications and cash flow to manage the budget.
Evaluated and developed office activities and operations to secure efficiency and compliance to company policies and invoices and post all money received to company via QuickBooks system.
Maintained and prepared client status reports, financial reports for owner
Coordinated and controlled delivery or material and supplies to jobs sites.
Created and prepare and send via DocuSign appropriate contracts to client once they sign initial commitment.
Coordinated the payroll checks on a weekly basis and issue payable checks as needed, with the resources human department.
VOLT Electricity Houston, TX
Customer Service Manager 01/2018 – 01/2020
Managed and assisted in the daily performance of customer service and technical training support. Fields’s complaints and questions regarding customer service issues (re: billing and non-technical information)
Created training materials and production procedures for company operations
Established technicians work schedules, ensuring that the schedules are correctly implemented and assist training coordinator(s) in recruiters’ employees and volunteers.
Set reasonable customer satisfaction goals and worked with the team to meet them on a consistent basis.
Interacted with customers daily, responding to their questions and guiding them to the appropriate service.
Assisted in evaluation and selection of trainers and decisions to hire, terminate or re-assign employees.
Cultivated relationships with operations leaders to identify training needs through a hands-on approach to include assessing training guideline success.
Grace School of Theology Conroe, TX
IT Support Specialist Coordinator 05/15 – 11/17
Managed team of 25 of professionals, in the training on all programs and resources of the School.
Identified all issues in team and provide continuous support and training to all members according to operating standards
Supervised effective working of production personnel and prepare effective production schedules and ensure compliance to all company policies.
Managed projects in preparation of project controls reports including scheduling updates, analysis, and reporting in each class of the school.
Worked with the trainer admin to identify the trainees to be scheduled to attend the training.
Archdiocese of Philadelphia, Philadelphia, PA
11/07 – 12/14
07/12 – 12/14 – Senior Quality Assurance Specialist
Worked with 35 Subcontracts Team to establish and maintain customer service quality including site audits, the qualification reviews for new clients and the financial activities with the agency’s information in collaboration with the Department of Human Services’ and the subcontractor’s agencies.
Established clearly defined quality standards for all training programs. Develop and track training metrics showing the effectiveness of training in adding value to the business.
Assisted in the development and management of operational and Quality Assurance information.
Assisted team leaders and/or project managers with the correspondence and communications required to administer projects.
Created project schedules and training with the most expedient completion to all departments of the company. Coordinated and maintained a strong relationship with current and potential clients.
Evaluated and coordinated all the contract files are set up properly, contract reporting was timely and accurate. Assisted training coordinator(s) in recruiting new volunteers.
Implemented and ensured that the project closeout process is done on each job, which includes an electronic file with all necessary documentation included and in an organized and standardized fashion.
09/10 – 06/12 - Director Office of the Vicar for Hispanic Catholics
Supervised the administration of the office: budgets, accounting transactions, supervision of staff, purchases.
Coordinated and oversees the budgets under the Vicar of Hispanic Catholics
Organized events sponsored by the Offices and support others: Heritage Mass, Life congress, etc.; facilities communication between the Hispanic Community and the parish leaders.
Coordinated billing and collection process using client information system and eligibility verification system.
Expedited receipt of payments of billed invoices by sending reminders and supporting staff on IT issues.
Generated financial statements and reports.
06/10 – 09/10 - Assistant Director Catholic Institute for Evangelization
Assisted the Director in all duties concerning the development of formation programs
Supported Archdiocesan offices in outreach to Hispanic Community and assisted in the coordination of
the internal operations of the Institute; visited and supported to parish communities helping with them
development.
Coordination with Northeast Family center in the Direct Service Professional (DSP) in Southwest Family
center; computer class instructor.
Leaded regular contractors’ meetings to monitor and assess the status of construction projects and
facilitate proper planning.
11/07 – 06/10 - Financial and Adult Education Coordinator Cardinal Bevilacqua Community Center
Developed curriculum and course material for low-income adults; Coordinated financial workshops; Provided
one-on-one financial counseling in English and Spanish.
Performed community and program outreach.
Supervised and managed financial instructors and volunteers.
Open Borders Project, Philadelphia, PA
Instructor Coordinator/Director of Youth Program 5/02 – 11/07
Created and revised systems and procedures by analyzing operating practices.
Developed administrative staff by providing information, educational opportunities, and coaching.
Resolved administrative problems. Identified and communicated solutions.
Oversaw Youth Web Casting Summer Program and instructors.
Developed and implemented introductory IT course to low-income adults and youth.
Organized immigrants support groups; implemented cost reductions; developed reporting procedures.
Oversaw billing process using Client Information System (CIS) and Eligibility Verification System (EVS).
.
Direct Furniture, Philadelphia, PA
Customer Service Manager 6/00 - 9/01
Distribution of merchandise and cost value for each existing carrier; data processing and weekly profit reports for president of firm.
Established procedures to account for transactions, processed bank reconciliations.
Participated in months-end-close; developed and implemented marketing strategies in New York City.
Embraced leading-edge practices and training methods, including e-learning to maximize users' engagement throughout the training process. Materials and training guides must ensure an effective adult learning experience.
Pavimentos Colombia S.A, Bogotá, CO
Director of Production Plant -Warehouse 2/95 - 3/00
Managing of systems information at a national level; monthly budgetary reports and presentations to chairman and executives.
Supervision of equipment maintenance and production cost of the firm.
Data entry for billing, collections, and accounts payable.
Recruited personnel for the department.
Reviewed and maintained of all exchange contracts.
Measured the effectiveness of training and graduation rates of graduates and adjust strategy as necessary.
Established clearly defined quality standards for all training programs. Developed and tracked training metrics showing the effectiveness of training.
EDUCATION
Nuestra Señora del Rosario University, Bogotá-Colombia - 12/1997 - M.S., Project Management
World Education Service Credential Evaluation and Authentication report, US. Equivalency of Business Specialization
Autonoma University, Bogotá-Colombia - 12/1995 - B.S., Systems Engineer
World Education Service Credential Evaluation and Authentication report, US. Equivalency of bachelor’s degree
SKILLS:
Proficient IT skills - MS Office, production scheduling, etc.
Training in Office Project and databases, Canvas, Populi, Oracle Business,
Experience in Enterprise resource planning (ERP) and Primavera 6
Maintenance, Repair and Operations (MRO) Buyer
Bilingual Spanish-English.
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