Customer Service Accounts Payable

JUAN VASQUEZ

**** ******** ** ****** **. ***** · 469-***-****

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

Highly motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Proficient at working effectively unsupervised and quickly mastering new skills.

EXPERIENCE

01/2010 – CURRENT

TRAFFIC ANALYST, Greyhound Lines, Inc

Managed 4 call centers virtually by making sure they are following protocol.

Troubleshoot outages and call volume impacts.

Serve as a point of contact during global outages.

Answer traffic related inquiries from our Workforce personnel.

Forecast call volume.

Create/disable user accounts for trainees and tenured agents.

Daily reporting through Microsoft applications.

01/2008 – 01/2010

QUALITY ASSURANCE SPECIALIST, Greyhound Lines, INC

Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.

Analyzed quality assurance data to identify trends and develop and implement corrective action plans.

Consulted with management and personnel to educate on QA standards.

Collaborated with management to discuss effective plans for resolving major quality problems.

Produced test scripts for new automated software testing rounds.

01/2007 – 01/2008

ADA COMPLIANCE SPECIALIST, Greyhound Lines, INC

Coordinated wheelchair accessible buses for ADA customers.

Made sure bus stations adhere to ADA law.

Approve/deny PCA request.

File paperwork.

01/2002 – 01/2007

SR. TEAM LEAD, Greyhound Lines, INC

Accounts payable / accounts receivable.

Monitored team progress and enforced deadlines.

Collaborated with management team to implement new work procedures or policies.

Followed staffing strategies to achieve production goals.

Kept work areas clean, neat, and free of safety hazards to maximize efficiency.

Handled escalated calls.

04/2001 – 01/2002

FARE AND SCHEDULE ASSOCIATE, Greyhound Lines, INC

Accounts payable / accounts receivable.

Took calls from customers that wanted to know fare and schedule information.

EDUCATION

AUGUST 2002

ASSOCIATES, Interactive College of technology

MAY 1999

HIGH SCHOOL DIPLOMA, Skyline High School

SKILLS

Bilingual (English & Spanish)

20+ wpm

Time Management

Communication

Problem Solving

Creativity

Project Management

Organization

Data Analysis

Conflict Resolution

Active Listening

Decision Making

Customer Service

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