Customer Service Project Manager

Gloriana Ramirez Castera

570-***-**** adyn7q@r.postjobfree.com

Professional Profile

Customer-focused Customer Service expert with a passion for building relationships. Exceptional ability to communicate effectively with customers, address their concerns, and resolve issues to ensure satisfaction. Strong problem-solving skills and ability to think quickly in high-pressure situations.

Experience:

Total Projects Strategies

Project Coordinator – Customer Services Specialist February 2022 – May 2023

In charge of preparing the documents received by the Project Manager consistently exceeded manager satisfaction on goals by an average of 15% through effective communication and problem-solving techniques.

Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers.

Mentored and trained a team member preparing work authorizations, purchase orders, amendments, change orders, and agreements, resulting in a 20% increase in team performance and more completed orders approved by the Orange County Public Schools.

Managed an average of 50 customer interactions per day, successfully resolving 90% of issues on the first call.

Ensure all deadlines are met.

Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate.

2

Department of Agriculture

Customer Service and Laboratory Technician

May 2021 – February 2022

Analyzed, recorded, and compiled test results

Ordering supplies to maintain laboratory inventory

Cleaning and sterilizing laboratory equipment

Setting up or maintaining laboratory equipment

Collecting samples from crops or animals

Preparing specimens or recording data to assist scientists in biology or related life science experiments

Performing laboratory or field-testing using spectrometers, nitrogen determination apparatus, air samplers, centrifuges, or potential hydrogen (pH) meters to perform tests.

Communicated effectively with internal groups to resolve urgent or escalated issues, resulting in a 50% decrease in resolution time. Town of Lake Hamilton

Customer Services Representative

October 2019- May 2021

Provide first level end user resolution to an average of 90 customer inquiries per day escalated through all access channels (Phone, email, chat, portal, or fax)

Process Utility payments for more than a thousand resident QuickBooks/Clerk Books.

Maintained resident account information up to date, including new account creation and final billing for departing customers.

Entered water and sewer receipts, and executed penalty notices on delinquent accounts. Prepared and sent service shutdown warnings to customers.

Responsible for ordering office and janitorial supplies for the Town facilities.

Managed an average of 50 customer interactions per day, successfully resolving 90% of issues on the first call.

Ensure all deadlines are met.

Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate.

Communicated effectively with internal groups to resolve urgent or escalated issues, resulting in a 50% decrease in resolution time. 3

Orange County Public Schools

Finance Specialist

November 2010 – October 2019

Responds to internal and external customers in a timely, accurate, courteous and empathetic manner representing OCPS in a positive light.

Provides technical assistance and support for project administrators/managers concerning programs; facilitates budget amendments and monitors projects.

Installs, monitors, and updates accounting computer software; trains and retrains bookkeepers and staff in computer software applications.

Communicates with managers at banking service providers, insurance companies, state, and federal agencies to request various reports and accounts for review. Ensures that expenditure accounts are fully funded to cover current and future expenditures; ensures investments yield maximum earnings.

Records all receipts and expenditures by automated methods in accordance with established procedures.

Skills

o Complaint resolution

o Order fulfillment

o Professional telephone

o Multi–line phone talent

o Documentation and reporting

o Call decisioning

o High-volume call centers

Attributes

Skilled in client experience management, customer satisfaction surveys, and problem-solving.

Entrepreneurial spirit, always seeking new opportunities and challenges to tackle.

Comfortable, focused, and organized in fast-paced, high-output environments.

Contact this candidate