Call Center Customer Service

MIGUEL OLIVA

OBJECTIVE

To obtain a career oriented position that can best utilize my overall skills and management capabilities.

EXPERIENCE

Sep 2008 – Present Encore Las Vegas Resort and Casino Las Vegas, NV Status Board Operator

Responsible for dispensing then, receiving communication devices at the start/end of shifts respectively. Assign room cleaning duties to guest room attendants while monitoring progress. Interact with various departments to coordinate indicated service needs for guests. Answer multiple phone queries in busy call center environment. safeguard room keys & access cards. Multitask with two way Radio, Computer, & Telephone Handset. Scan task sheets for permanent storage in records database. May 2005 – Sep 2008 Wynn Las Vegas Resort and Casino Las Vegas, NV Status Board Operator

Received multiple phone queries resolving guest requests in busy call center setting. Assisted with staffing levels and general work assignments. Responsible for scanning or copying documentation in support of departmental needs. Interacted with multiple departments and vendor groups. Dispensed keys & communication devices. Performed light repairs on office equipment.

April 2002 – May 2005 Clark County Library District Las Vegas, NV Circulation Assistant

Assisted walk up patrons with borrowing and returning library items, retrieved outside book drop, sorted materials and prepared for shelving, created multiple library cards for new accounts, collected overdue fines and misc. fees, answered phone calls resolving delinquency issues and general queries, renewed books, balance cash drawer and prepared documents for bank deposit.

April 1999 – March 2002 Bank One Henderson, NV

Transport Operator

Responsible for, operation and preventative maintenance of check endorsement machinery, while working in a busy production environment.

Received, lifted and sorted mail items utilizing computerized high speed equipment. Feb. 1998 – Feb. 2000 Merck-Medco Rx Services Las Vegas, NV Customer Service Representative

Answered multiple phone calls resolving billing and payment issues in a busy call center environment

Assisted pharmacists with inputting prescription directives into company database. Aug. 1988 – Oct. 1997 Bear Stearns & Co. New York, NY Library Assistant

Identified, researched and retrieved sensitive documents from Securities and Exchange Commission mainframe.

Operated global access database to reproduce reports via digital imaging

Serviced entire corporate finance division in retrieving financial reports for investment bankers and meeting stringent deadlines.

EDUCATION

1970 – 1973 Aviation High School Long Island City, N.Y.

Vocational Studies

1975 – 1977 Ohio State University Columbus, Ohio

Course work included Sports Journalism, Library Science and English SKILLS

Strong Customer service capabilities.

Fluent in Spanish

Advanced knowledge of hotsos (Hotel Operating System)

Strong computer skills (ms word, excel, lotus notes, windows, windows nt, dos, ms office)

Excellent verbal, written and communicative skills

Able to co-exist with all types of people regardless of age, gender, race, creed, or socio economic background.

E-MAIL *********@*******.*** OR ********@*****.*** 895 SIERRA VISTA DR # 214 LAS VEGAS, NV 89169

PHONE: 702-***-**** CELL/HOME: 702-***-****

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