Manuel M. Reyes V

**** * ***. *-*

Lancaster Ca. 93534

Mobile# 818-***-****

WORK EXPERIENCE

Sliding Door Company

Lead Customer Service / Scheduler

April 21, 2014 till Present

General Purpose

To effectively schedule route for customer installations and customer service. Manage installer’s calendars and workload within the designated timeframes for each designated area. Coach and Delegate responsibilities and task to scheduler and oversee Customer Service Problems and help come up with the best solution which benefits the company and the customer.

Main Job Tasks and Responsibilities

Supervises day-to-day activities of customer service while setting clear expectations and leading by example.

Motivates, guides, and leads team with a focus on meeting and exceeding established business goals and objectives of department.

Ensure customer inquiries regarding product, and logistics-related issues are handled in a timely and efficient manner.

Monitor compliance with departmental policies and procedures and track progress regarding departmental goals.

Proactively identify opportunities to improve and enhance systems and processes to increase the efficiency and effectiveness of team.

Identify opportunities to train and monitor team for effective skills and lead coaching efforts to identify sales opportunities.

Foster a work environment conducive to excellent transactional quality, staff productivity, customer service, learning, teamwork, execution and accountability.

Collaborate with other Department leaders to identify and implement process improvement strategies and tactics.

Effectively evaluates, coaches, and develops Customer Service Representatives/ Schedulers service skills and techniques for meeting service and sales goals.

Time Warner Cable

Customer Service Representative

Aug.20, 2010 till April 2014

General Purpose

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Main Job Tasks and Responsibilities

answer calls and respond to emails

handle customer inquiries both telephonically and by email

research required information using available resources

manage and resolve customer complaints

provide customers with product and service information

enter new customer information into system

update existing customer information

process orders, forms and applications

identify and escalate priority issues

route calls to appropriate resource

follow up customer calls where necessary

document all call information according to standard operating procedures

produce call reports

explain fully billing concerns of each customer account

Upsell core products suitable for each customers.

Target

Target Protection Specialists

Oct.21, 2009 till Aug.20, 2010

General Purpose

Detected suspicious activities and watched for criminal acts and client rule infractions at and near assigned post.

Reported all incidents, accidents and medical emergencies.

Maintained safe and secure working environment for employees and customers during customer hours.

Maintained a physical presence at the front door.

Supported store operations

24/7 Customer Care

Outbound Customer Service

Sept 2008 – March 16, 2009

(Optus Outbound retention team)

General Purpose

Interact by phone with outside parties to solicit orders for goods or services, request donations, make appointments, collect information or conduct follow-up.

Main Job Tasks and Responsibilities

contact businesses or private individuals by phone

deliver prepared sales scripts to persuade potential customers to purchase a product or service or make a donation

describe products and services

respond to questions

identify and overcome objections

take the customer through the sales process

obtain customer information

obtain possible customer leads

maintain customer/potential customer data bases

follow up on initial contacts

records of telephonic interactions, orders and accounts

Serves as retention agents for existing customer to avoid cancelation of account

Teletech

BlueShield ITS Claims Dept. (Tier2)

Customer Service Representative

Dec.2004-Dec.2005

General Purpose

Establishes insurance policies by obtaining client information; determining eligibility; maintaining database.

Job Duties:

Obtains client information by answering telephone calls; interviewing clients; verifying information.

Determines eligibility by comparing client information to requirements.

Establishes policies by entering client information; confirming pricing.

Informs clients by explaining procedures; answering questions; providing information.

Maintains communication equipment by reporting problems.

Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.

Updates job knowledge by studying new product descriptions; participating in educational opportunities.

Accomplishes sales and organization mission by completing related results as needed.

Task: Handles International Inbound calls from Doctors and Medical Institute Seeking Billing Statements and clams information for medical services.

Teletech

BlueShield Eligibility and benefit Dept. (Tier1)

Customer Service Representative

July 2003-Dec.2004

General Purpose

Responsible for analyzing the cost and quality of healthcare of our largest clients, and delivering those results in a meaningful way. You will engage with senior level corporate leaders to build a deep understanding of the drivers of their health plan evaluate cost and quality impact of plan initiatives, and the identification of future concerns. Working with our account leadership, you will help structure effective and actionable solutions that will accomplish both short and long term client objectives, leveraging one of the largest medical databases in the country.

Task: Handles International Inbound calls from providers seeking medical insurance and Eligibility and benefits Verification

Asia United Bank

Clearing and Cash Senior Supervisor

November 1997-November 2002

General Purpose

Task: Managed timely shipment of cash to branches and attend to deposit pick up of clients ensuring strict compliance with the banks existing controls and procedure.

Supported the bank in preparing fraud and/or occurrences of liabilities by exercising proper signature and check verification practices of current account inward checks.

Responsible in receiving depositing from Authorized Branch Personnel to process and supply the correct disposition code into RTCOCI Clearing system before cut-off time

Supervised daily cash vault operation of the bank ensuring timely and error free services to Branch Group with their daily requisition, deliveries and pick up of cash, Managed CIV limits of all branches and properly maintained balanced cash supply at all times.

Official representative of the bank to transact deposits and withdrawals to BSP ensuring strict compliance with the banks acceptable policies and procedures.

Responsible for monitoring ATM cash levels for offsite and performed timely replenishment of cash when necessary

EDUCATIONAL BACKGROUND

College June 1993 till March 1997

Centro Escolar University

Bachelor of Science in Management

High School June 1992 till March 1993

Graduated High School from University of Paradise Farms

June 1991 till March 1992

Hillsdale High School (California U.S.A.)

June 1988 till March 1991

San Beda College

SEMINARS ATTENDED

BOLT business operation leadership training

Am speak Training program

Euro money Familiarization Seminar

3rd Currencies counterfeit detection seminar

Peso counterfeit Detection seminar

Dollar Counterfeit Detection seminar

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