Quality Assurance Specialist Ii

Manuel Regalado Jr.

Address: ***** ****** *** **********, ** 92596

Mobile: 909-***-****

Email: *****.*****@*****.***

Skills & Qualifications

Ability to interact positively with external and internal clients, peers and various levels of management. Able to prioritize and manage multiple tasks while under pressure and adjusting to changing priorities. Able to work well independently and in a team setting. Strong bilingual (Spanish/English) oral and written communication skills. Demonstrate effective resource and project planning, decision making, results delivery, team building, and the ability to stay current with relevant technology and innovation. Show strong ethics, influence and negotiation, interpersonal skills, communication, and the ability to effectively manage stress and engage in continuous learning. Experience conducting research, gathering and analyzing data. Lead and motivated teams to meet and exceed team goals. Strong critical thinking and decision making skills. Proficient working with Microsoft Word, Excel, PowerPoint, CWO, CSS, SAP and Collaborating with TDBU to assist with Pole Inspection Program. Associate's degree in Liberal Arts and currently working on a Bachelor’s degree in Business Management.

WORK EXPERIENCE

SOUTHERN CALIFORNIA EDISON 02/05/07 - current

Bilingual Customer Specialist II:

Evaluated and resolved customer inquiries, issues, and requests pertaining to applications, programs, billing, and services. Maintained and reconciled payments, records, and reports. Knowledgeable of SCE transmission and distribution equipment for overhead and underground systems. Able to explain Commercial and Residential rates.

Respond to customers’ needs by offering a variety of services; such as: Payment Arrangements, Summer Discount Program, and Energy Efficiency Programs while enforcing the management of confidential information & practices learned in using soft skills.

Analyzed customers usage information, conducted investigations such as: Same Party in disputes, Transfer closing bill disputes, Re-establish credit deposit requests, Idle Usage disputes, Billing Inquiries, Seasonal rate changes, Cash only/returned check disputes and reconnection issues by using conflict negotiation skills and making decisions that are customer focused while remaining in line with standard business practices and policies of SCE.

Researched and analyzed account information regarding customer’s bills and trouble issues. Negotiated with customers in matters pertaining to their accounts, such as extensions, payments and scheduled orders. Handled sensitive customer inquiries and transactions with empathy and professionalism.

Collaborate, consult and develop relationships and network with internal clients such as managers, supervisors, leads, resource coordination team, credit and payment services, dispatch, revenue protection, quality assurance, district field offices, DOC, Same Party In, planning and many more in order to ensure positive and consistent customer interaction and accurate order processing.

Experience using software tools such as MS Excel, Word, and Power Point, as well as SCE system tools such as CWO, Fetch, Lotus Notes, Dragon (naturally speaking) and Troubleshooting SCE.COM issues and customer access issues. Knowledge on Demand Response Program, Business Advisory Tool, CRM/SAP, CSS & E-Maps.

Managed and coached up to fifteen employees. Assisted RCT to issue exceptions, vacation requests, schedule adjustments, supervisor meetings, and Quality Assurance exceptions as well as disseminating supervisor daily schedules.

Performed special projects when required such as being a support for the dispatch team and lead support. Elected to work with the Quality Assurance Team to evaluate and analyze call information, creating reports, and presenting findings and trends to upper management.

Special Assignments

Utilized as Lead for Spanish Department

Assisted Resource Coordination Team (RCT)

Member of Employee Contributions (ECON)

Quality Assurance ACS Relationship Repair Team

Safety Guardian

VETERINARY PET INSURANCE (VPI) 06/04 - 09/05

Customer Service Specialist

Answer a high volume of incoming calls from policy holders in a professional and timely manner.

Demonstrated ability to gather and analyze information and make sound decisions independently and in consideration of applicable policies and procedures by reviewing customer insurance policies and available medical procedures for customer pets in order to explain detailed benefits and deductible costs.

Accurately assist customers with billing inquiries on available plans and premiums.

Initiated, wrote and inputted all policy order requests through the use of computer software applications such as Windows based programs, Internet, and Lotus Notes email.

Effectively handle all complex issues and customer complaints. Interact with all functional departments within VPI to ensure customer satisfaction.

BANK OF AMERICA 05/04- 06/04

Customer Service Representative II

Answer customer inquiries regarding credit card, savings and checking accounts.

Demonstrated ability to handle sensitive and confidential matters, and maintain accountability for follow-up.

Demonstrate experience working with customers, identifying needs and resolving customer issues.

Demonstrate the ability to consistently provide excellent service while abiding quality assurance.

Interact with multiple departments within Bank of America to ensure customer satisfaction.

VERIZON COMMUNICATIONS 06/01- 08/03

Assistant Security – Customer Service Fraud Investigations (Bilingual)

Demonstrated ability to interface effectively and collaborate with internal and external clients, peers, management and other work units.

Chosen by supervisor to provide training to new employees on company policies and procedures as well as expected job functions: provide coaching, mentoring and development of employees.

Demonstrated knowledge of and experience with using office productivity tools to create & edit complex reports, graphs, and presentations, convert information from one format to another, use advanced functions, and generate non-standard reports from business applications/databases.

Demonstrated experience-identifying opportunities to improve operational efficiency, and providing functional direction to other customer specialists and contact personnel.

Demonstrated ability to seize opportunities to identify problems needing to be addressed and taking action before required.

Demonstrate the ability to explain complex information to both internal and external clientele.

Perform several projects concurrently involving substantial responsibility while adjusting to shifting priorities to meet deadlines.

Accomplishments:

Based on my results, I was identified as a top five investigator for allocation of assets regarding revenue protection. Per my investigations, I was able to save Verizon over $1 million in lost revenue yearly.

Selected team lead by management to assist my team of my peers with investigations, escalated issues, and customer inquiries.

Utilizing extensive experience to assist a team of fifteen investigators with resolving escalated customer calls involving a wide range of issues from payment options, request for service and general customer inquiries.

Business Service Representative 05/98-06/01

Handle high volumes on incoming calls from all customers in a friendly and professional business manner.

Chosen by supervisor to be team lead for my sales group: assisting with irate customers and interaction with other departments to ensure quality customer service.

Proactively determine customer service needs and promote available services that best benefit the customer.

Answer all billing inquiries and handle customer complaints, while using computer database.

Accurately compute, quote and process rates, adjustments and balances.

Interact as required with other departments and functional groups within Verizon to ensure total customer satisfaction.

Accomplishments:

Awarded Top Ten Sales Associates Award for increase in products sold.

EDUCATION

Argosy University

Business Administration with focus on Organizational Management (current)

University of Phoenix

Courses with an emphasis on Business Management (ongoing)

University of La Verne

Coursework with an emphasis on Human Psychology (major changed)

Chaffey College

Associates Degree in Liberal Studies (completed)

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