Customer Service Quality Assurance
Resume:
David Ramos
Hialeah, Florida 33012
Home Phone # 786-***-****
E-mail: **********@*******.***
Objective
Resourceful team-oriented individual with a successful background in technical documentation, biomedical instrument troubleshooting, information technology, customer service, quality assurance, and process control is seeking a position where he can be a valuable asset. Self-motivated, goal oriented and professionally recognized for the ability to create trust and build lasting business relationships. Integrates well with all the departments to meet and exceed targeted objectives and is highly adaptable in constantly changing environments.
Education
1999-2002
Florida State University
Bachelor of Science in Information Studies with a concentration in information technology and communications.
GPA: 3.75
1986 -1990
Miami-Dade College
Associate in Arts in Math and Science with concentration in AC and DC electronics and computer repair and maintenance.
Highlight of Qualifications
> Twenty years of excellent customer service relations and follow-up skills.
> Ten years of experience in quality assurance and process control.
> Eight years of experience with telecommunications,networking and database use/management.
> Knowledge and experience with Microsoft Office.
> Ability to define problems, utilize logic and draw conclusions.
> Interpersonal skills
> Verbal ability and numeric aptitude
> Bilingual, fluent in both English and Spanish
Licenses held:
> Series 6
> Series 63
> Property & Casualty Insurance in 31 states
Experience
May 2015 to present
Beckman Coulter
Associate Customer Technical Support
>Biomedical technical support for Hematology and Urinalysis Diagnostic equipment
>Field Service Engineer for Hematology and Urinalysis Diagnostic equipment to include installation and electronics and etectro-mechanical equipment troubleshooting.
>Inbound high volume call center.
>Technical documentation of each call.
Oct 2008 to May 2015
at&t / IT Services /Uverse
Premises Technician
>Installation of IT services at customer's premise:
* high speed internet access
* internet protocol television
* voice over internet protocol telephone
>run cables through attics, walls, outside houses, etc:
* coax
* ethernet
* category 5
>set up peripherals:
*routers
*switches
*personal computers
*network printers
*television set top boxes
*digital video recorders
*jacks for ethernet, coax, and telephone
*home theater equipment
*receiver/amplifiers
>customer education and customer service
>troubleshooting and maintenance
Oct 2007 to Oct 2008
at&t / Project Lightspeed
Outside Plant Technician
>reconditioned the telephone network to prepare for Uverse service
>dedicated pairs from crossbox to terminals
>quality control testing of pairs
>repairs and troubleshooting
July 2007 to Sept 2007
Kaplan University / Admissions
Admission Advisor
> high volume call center sales of University programs and degrees December 2006 to May 2007
Vanguard Group / Participant Services
Client Relationship Associate
>Series 6 & Series 63 Registered Representative
>Customer service and sales of financial products
July 2006 to May 2007t
Allstate / Bilingual Loyalty Dept.
Senior Customer Insurance Specialist
>Licensed in Property & Casualty Insurance in 31 states.
>Customer service, sales, billing and policy endorsements June 2005 to June 2006
United Health Group / Ovations
PDP Personal Service Specialist
> As a Personal Service Specialist for the PDP department I was responsible for helping callers through the educational and enrollment phases of the PDP plans offered by United Health Care and AARP.
> I received awards, incentives, and a bonus for being amongst the highest producers during the consecutive 5 week enrollment/incentive period.
> Acted as Subject Matter Expert when needed.
Feb. 2005 to June 2005
BellSouth / Small Business Services
Account Executive
> Consultative and transactional sales of complex telecommunications services to small and medium size businesses (i.e. NxT1, Frame Relay, ADSL, NetVPN, PRI, private lines, telephone lines, long distance, Local telephone service, etc.). Oct. 2003 to Feb. 2005
BellSouth / Office of Executive Appeals
Consumer Relations Specialist
> Provided Tier II customer service and support to Fast Access ADSL, Cingular Wireless, and BellSouth customers
> Researched and managed problems to achieve resolutions on problem/cases/tickets that have been escalated to the department
> Performed quality control to assure customer service satisfaction by working with internal departments to provide problem resolutions on billing disputes and service provisioning
> Analyzed interdepartmental issues to improve operational efficiencies and optimizing processes
Sept. 2002 to Oct. 2003
BellSouth / Paging Support Group
Customer Service Representative
> Technical support for two-way email pagers
> Quality customer service to internal and external customers
> Reconcile databases to ensure customer s account information was correct
> Managed and resolved billing disputes
Aug. 2002 to March 2003
Alliance Data System / Georgia Natural Gas Account Customer Service Representative
> Provided problem resolution on various customer issues and complaints.
> Processed payment arrangements for customers
> Process requests for new service
Nov. 1995 to July 2002
Miami-Dade County Water and Sewer Dept. / John E. Preston Water Quality Assurance Laboratory Technician
> Collected water samples from the distribution system, raw water sources and customer's home or business
> Managed, performed and documented standard chemical, physical, and microbiology analysis
> Prepared documents required by the State of Florida Dept. of Health
> Coordinated corrective efforts with distribution personnel to assure water quality
> Training and development of technicians on laboratory techniques and information management systems.
> Developed standard operational procedures manual for the laboratory information management system
> Customer service was performed on the phone and in person when collecting water samples.
Nov. 1998 to Oct. 2001
Precision Response Corporation / Shared Department Customer Service Representative
> Customer service and problem resolutions
> Team Lead and Level II customer service support
> Management of multiple client accounts
May 1992 to Nov. 1995
Tarmac Florida Inc.
Process and Quality Control
> Performed standard chemical and physical analysis of raw materials, materials in process, and finished products.
> Analyzed and documented results to improve processes and ensure product met ASTM standards.
> Worked with management to set goals, review results and improve operations.
> Development and training of new hires
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