Customer Service Del Mar
Resume:
Jesús M. Aponte Toste
Urb. Paraíso de Carolina
Carolina, PR
Tel. 787-***-****
***********@*****.***
To Whom It May Concern:
This cover letter is regarding my interest in applying for your company. My administrative and law procedures analysis background and education will make me the ideal candidate for this position.
The key strengths that I possess for success in this position include, but are not limited to, the following:
Supervisory experience
Collaboration and accuracy in the entire business cycle
More than 10 years of experience analyzing all clauses stipulation, obligations, and liabilities to ensure they suit the company.
Eager to learn new things and apply new information quickly and accurately.
Ability to assess employees to obtain the best results for the Department and the company.
Excellent working towards specific goals
Experience and proven success in transferring skills by employee training You will find me to be a very compromised individual striving for excellence in every task assigned. Please see my resume for additional information on my experience. I hope that you’ll find my experience and interests intriguing enough to warrant a face-to-face meeting, as I am confident that I could meet the positions requirements. I can be reached anytime via my cell phone 787-***-**** Thank you for your time and consideration. Sincerely
Jesús Aponte Toste
1
Jesús M. Aponte Toste
413 calle Beso del Mar
Urb. Paraíso de Carolina
Carolina, PR
Tel. 787-***-****
Email: *******@*****.***
Education
May 2005 Bachelor Degree in Social Sciences
Major in Politic Sciences
Professional Certifications
Certifications and Seminars
Customer Service FAST 1999
All LUMA Learning required trainings for CX (Have participated as SME in most billing trainings) PR Electric Power Authority Professional Training
Late Account Collector (completed all the courses and graduated from inhouse PREPA training center)
Microsoft Excel 2019
Microsoft Word 2019
Microsoft PowerPoint 2019
CC and B (Customer Service System)
Compulsory Ethical Training every 2 years since 2004, among others Languages
Bilingual: English and Spanish- fluency in both, oral and written communication Personal accomplishments
Big Brothers – Giving counseling to youngsters at risk. Professional Experience
Highly motivated individual with proven leadership skills and more than 20 years of experience in various Customer Service key positions on private and public companies. Proven skills to effectively fill managerial roles.
June 2021 – January 2024 Billing Supervisor (Law 57, Government Accounts, Wholesale Accounts)
Monitor the area where all invoice objection requests are received by law 57. Distribute requests to employees and verify that they comply with everything required to conduct the investigation and respond appropriately and responsible to the customer. Responsible for representing LUMA in cases that reach the FOMB level. Create, develop, and integrate procedures and trainings for the billing area. Supervise the 2
team that have the responsibility to create all the government/wholesales accounts invoices and send it to our customers.
Selected Accomplishments:
- Accomplished reduction of bill claims in the history since the creation of Law 57.
- Responsible for the creation of the procedures of Law 3, Law 143, Law 272, Net Metering and Law 17, the Emergency Generator Procedure, requesting service by email for public housing, In the area of government, the procedure of sending summary account invoices and government.
-Established worksheets that facilitate employees working with these procedures.
- Active role in the team that created the invoice objection procedure by law 57.
- It is also when most money has been billed using the Bill 5 report and the UIP instrument.
- After Hurricane Fiona, over 1500 requests for invoice objections were expected by law 3 and thanks to the planned implementation of granting credit in advance and communicating with the condominium managers, objection requests were minimized. March 2016 – May 2021 Customer Service Supervisor (Claims Office, Law 57) (PREPA) Monitor the area where all invoice objection requests are received by law 57. Distribute requests to employees and verify that they comply with everything required to conduct the investigation and respond appropriately and responsible to the customer. Responsible for representing PREPA in the face of cases that reach the FOMB.
Selected Accomplishments:
- 100% response effectiveness on all objections and every case resulting in payment plans and positive resolutions for the company’s income and debt recovery. February 2015 - March 2016 Customer Service Supervisor (Monacillos District Office PREPA) Served as a supervisor and facilitator of the Office. Analyzed and developed solutions in the regular customer service process. Responsible of reports and presentations of work progress at the office. Supervise the account maintenance area and ensure that customers receive an excellent service. Selected Accomplishments:
Improve Customer Service metrics on customer service response. 2011 – 2015 Customer Service Clerk (San Juan District Office PREPA) Customer Service in person and accounts maintenance Selected Accomplishments:
Excelled work expectations which lead to a supervisory position. 2009 – 2011 Late Account Collector (San Juan District Office PREPA) On field experience on Collections Efforts. A technical and theorical in house training had to be approved to qualify.
Selected Accomplishments:
3
Collaboration on improvement of bankruptcy cases attention
Excelled work expectations which lead to an Administrative Coordinator position in the Division Head Office
2007 – 2009 Customer Service Clerk (San Juan District Office PREPA) Customer Service in person and accounts maintenance Selected Accomplishments:
Excellent evaluations from supervisors
2005 – 2007 Customer Service Clerk (Fajardo District Office PREPA) Customer Service in person and accounts maintenance 2002 – 2005 Customer Service Representative (Call Center PREPA) Customer Service Representative in the Call Center, managing calls from customers for every type of inquiry. Part of the emails team, redacting and preparing every yipe of service order. 1999 – 2002 Banquet Set Up, Ritz Carlton Hotel
1998 – 1999 Customer Clerk and Data Entry, Union de Trabajadores y Muelles 1997 – 1998 Data Entry, Humberto Vidal
Active committees and Workgroups:
Escuela Josefita Monserrate de Sellés Parents Committee Licenses:
Puerto Rico Drivers License
References Upon requests
Contact this candidate