Service Representative Customer
Resume:
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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