Customer Service Call Center
Resume:
Gerald Squires
Hard working focused individual
Arecibo, PR
*********@*****.***
Authorized to work in the US for any employer
Work Experience
Sr. Call Center Associate
Infosys BPM - Aguadilla, PR
November 2022 to Present
Receive incoming calls for precertification processing Re-route misdirected calls to correct department or facility Assist members/providers initiate intake, or advise on the status of request previously initiated Provide information regarding the necessity of requested/required documentation Provide all callers with the best customer service experience Housekeeper/Houseman
Grand/Sugar Beach Resort - Traverse City, MI
July 2020 to October 2020
Room cleaning and guest assistance
Guest relations
Common area maintenance – interior and exterior
Laundry room attendant
Driver - Temp
L & M Construction - Statesville, NC
October 2019 to November 2019
Drove various vehicles requiring a commercial driver's license both class A and B Highway/local traffic control
Adhered to state and local traffic control laws
Hospitality Associate
HSS STAFFING SOLUTIONS - San Juan, PR
July 2019 to October 2019
Customer relations/assistant
Customer assistance
Pool care
Room cleaning/service
Cook
Houseman
Client Relations Specialist
Atlantic Energy - New York, NY
August 2018 to September 2018
Sales and customer relations and retention
Direct marketing
B2B marketing
Customer service
Account management and assistance
Call center account manager/representative
Collection Shield 360 - Flushing, NY
November 2015 to May 2016
In/outbound call center representative handling upwards of 100+ calls daily to prospect/advise/intake/ and sign on clients for credit repair.
Daily follow-ups with clients for credit, personal information, credit reporting agency and any inquiry updates
Daily account updates
Administrative Assistant/Typist
GLM Consult and Art - New York, NY
March 2015 to May 2015
Received dictation directly from the owner in response to various communications received from outside sources
Did various office filings, art downloads and any required and requested clerical tasks Answered and directed incoming calls, faxes, mail and e-mails and outbound calls as required Maintained office equipment such as copier, printer and limited computer programs Did company deposits, mailings, and personal errands as requested Office Manager - Executive/Administrative Assistant - Bookkeeper -Customer Service
Tech Security and Communications - New York, NY
May 2014 to February 2015
Maintained all department records, files, bills, etc. Ordered all office equipment and supplies
Placed all trouble calls/placed orders for updates of any equipment Dispatched jobs and maintained communications throughout the day with technicians Completed all office administrative tasks including bookkeeping, AR/AP, reconciliations, GL, weekly payroll, collections and billing
Created and generated correspondence, spreadsheets and reports Maintained customer satisfaction and client relations Responsibilities included arranging daily work schedules for technicians Answered and directed incoming calls, faxes, mail and e-mails Handled company owner's personal matters - Car, traffic violations, hearings, thank you letters, charitable donations, etc.
Customer Service and Office Assistant
Various temporary agencies - New York, NY
June 2008 to May 2014
Maintenance of all department records, files, bills, etc. Ordered all office equipment and supplies
Placed all trouble calls/placed orders for update of any equipment Set travel arrangements as needed for company personnel Conducted collection and payment reminder calls
Completed all office administrative tasks
Created and generated correspondence, spreadsheets and reports as required Coordinated calendars, set travel arrangements, scheduled special events and other company functions Solely responsible for arranging daily work schedules to maintain continuous and effortless work flow Resolved all aspects of customer issues
Answered and directed incoming calls, faxes, mail and e-mails for various departments Delegate relations
Delegate relations
The M&A Advisor - Forest Hills, NY
November 2007 to May 2008
Researched and created potential client lists for upcoming events Contacted potential and existing clients to solicit sales for upcoming events Created and customized new and pre-existing lists to match criteria for invitations for events sponsored by the company
Managed various databases for events sponsored and hosted by company Registered clients online and via phone for events Registered participants that attend events and build relationships with attendees Performed various administrative and office support functions as necessary Conducted follow up calls with current and potential clients prior to and post events that were sponsored by the company
Education
None in Video game art and design
Art Institute of Pittsburgh - Charlotte, NC
July 2009 to February 2010
Commercial Driver's License (CDL)
Class A
Expires: May 2025
State: SC
Skills
• AUTOCAD (2 years)
• DREAMWEAVER (1 year)
• EXCEL (10+ years)
• Call Center (2 years)
• Bilingual (Less than 1 year)
• CSR (5 years)
• Customer Service (10+ years)
• Microsoft office (10+ years)
• Office Management (3 years)
• Photoshop (2 years)
• Illustrator (2 years)
• Office automation (10+ years)
• Office Administration (7 years)
• Graphic Design (3 years)
• Customer Relations (10+ years)
• Shipping And Receiving (3 years)
• Quickbooks (10+ years)
• Outlook (10+ years)
• Management (5 years)
• Scheduling (10+ years)
• Marketing (1 year)
• Sales (2 years)
• Billing (10+ years)
• Clerical Experience (10+ years)
• Data Entry (5 years)
• Filing (10+ years)
• Microsoft Word (10+ years)
• Training (8 years)
• Inventory (10+ years)
• Organizational Skills (10+ years)
• Time Management (10+ years)
• Microsoft Outlook (10+ years)
• Microsoft Excel (10+ years)
• Accounting (5 years)
• Schedule Management Software applications: PC & Mac Platforms Unprecedented managerial and administrative qualifications Excellent customer service and creative skills with excellent management relation skills Proven ability to prioritize workloads, complete deadlines and analyze situations and resolve problems effectively
• Cooking Experience (Less than 1 year)
• Hospitality Experience (1 year)
• Events Management (10+ years)
• Pool Maintenance (1 year)
• Salesforce (1 year)
• B2B Sales (Less than 1 year)
• Presentation Skills (5 years)
• Adobe Creative Suite (1 year)
• Bookkeeping (3 years)
• English (10+ years)
• Customer Service (10+ years)
• Administrative Experience (10+ years)
• Microsoft Powerpoint (10+ years)
• Microsoft Office (10+ years)
• Telecommunication (5 years)
• Guest Relations Experience (3 years)
• Medical terminology
• Phone etiquette
• Communication skills
• Analysis skills
Military Service
Branch: Navy
Rank: E5
February 1987 to May 1997
Telecommunications department supervision and operation Commendations:
Sea service, (2) battle E
Certifications and Licenses
CDL Class A
September 2019 to May 2025
Assessments
Delivery Driver — Expert
March 2020
Interpreting instructions, reading maps, and solving problems. Full results: Expert
Call Center Customer Service — Highly Proficient
March 2020
Applying customer service skills in a call center setting. Full results: Highly Proficient
Scheduling — Proficient
March 2020
Cross-referencing agendas and itineraries to avoid scheduling conflicts. Full results: Proficient
Customer Focus & Orientation — Proficient
June 2020
Responding to customer situations with sensitivity Full results: Proficient
Sales: Influence & Negotiation — Highly Proficient June 2020
Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.
Full results: Highly Proficient
Customer Service — Highly Proficient
June 2020
Identifying and resolving common customer issues
Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Mixology certificate
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