Insurance & Customer Service Expert with Tech Savvy
Resume:
JOSEPHINE Z. WEST
************@*****.***
INSURANCE AGENT: CUSTOMER SERVICE: TELECOMMUNICATIONS: TECHNICAL SUPPORT
Upbeat, intelligent, and easy going professional with 25+ years of experience, a friendly attitude, focus on detail, exceptional customer service skills and a commitment to achieving and maintaining smooth, seamless network operations. Multi-lingual: Tagalog/English, conversational Spanish Seeking to contribute newly obtained education to an organization that provides for professional growth in its employees and will benefit from extensive experience and expertise in the following areas:
Customer Service / Relations Building
Network Services / Troubleshooting
Data / Test Analysis
QC Inspection / Assurance
Employee Training / Supervision
Exceptional Communicator
Goal Setting / Achievement
Summarize / Clarify Complex Issues
Process Improvement
Record Keeping / Reporting
Seamless Collaboration
Strategic Planning
Budgeting / Cost Controls
Sales & Marketing
Program / Policy Development
FORMAL EDUCATION
Skyline College · San Bruno, CA
A.S. DEGREE
LICENSURE, ACCREDITATIONS & MEMBERSHIPS
•LICENSE: PROPERTY AND CASUALTY BROKER INSURANCE
·SKYLINE COLLEGE · SAN BRUNO, CA
NETWORK ENGINEER CERTIFICATE· MAY 24, 2013
Aims City College – Greeley, CO
oCertificates: Basic Telephony Concepts; Advanced Telecommunications Concepts; Data Communications & Protocol Concepts; Fiber Optic Communication
Southern California Regional Occupational Center – Torrance, CA
oCertificates: Electronic Technology; Travel Development
Los Angeles Asian Pacific Islander Sisters – Los Angeles, CA
oDirector of public relations & Director of Community Outreach: Non-profit organization that provides individual & community support to Asian Pacific Islander women
FACES & LEAGUE – San Francisco, CA
oMember: Non-profit organization
Search To Involve Pilipino Americans (SIPA) – Los Angeles, CA
oMember: Non-profit organization that provides outreach services to at-risk youth
SELECTED AT&T TRAINING*
Network Services First Aid/CPR-LL
Intro To Central Office Power
Performance Measures
Titan 5500 Fundamentals of Asynchronous & SONET
Data Communications – Digital
Network Protocol
Frequency Modulation
Frequency Modulator Circuits
Microwave Techniques
Multiplexing
Fiber Optic Communicators
Satellite Communications
Alternating Current & Voltage
Safety Awareness
Research & Investigation
Technical & Laboratory Support
Testing / Testing Procedures
Data Comm / Computer Mtc/Repair
PROFESSIONAL SYNOPSIS
Farmers Insurance Current
Insurance agent
·Helping clients and assisting agent with variety of tasks.
LLC
• Tagalog interpreter Current
Assisting variety of people.
* Sears Holdings
Sales Associate Consultant
·Assisting customers’ needs and demonstrating products in Electronics Department. 2015
Vector Marketing Corp. / Vonage 12/2012
Sales Representative
Setting appointments with potential customers through personal contacts and referrals.
Presenting Cutco products to prospective customers and writing up customers’ orders.
Assisting existing customers with service requests. Reviewing personal performance with the local office manager through meetings and over the phone.
Attending advanced training sessions and conferences that are regularly offered to increase knowledge and productivity.
INSURANCE / REAL ESTATE SALES & MARKETING (P/T) Farmers / Bay Area Mortgage – 2001-2010
Contribute sales and marketing, interpersonal, and customer service skills to assist in selling insurance, real estate and mortgage loans to qualified customers.
Help individuals, families, and businesses select affordable property and appropriate insurance policies that provide the best protection for their lives, health, and property.
Advise clients on market conditions, prices, mortgages, legal requirements, types of insurance and related matters and work with them throughout the entire process to ensure their loyalty and satisfaction with all services.
AT&T 1993-2010
The largest telecommunications services in the United States including fixed and mobile telephony, broadband Internet, and subscription television services with over 95.5 million wireless customers and more than 210 million total customers.
CABLE LOCATOR TECHNICIAN – NETWORK SERVICES DIVISION, SAN MATEO, CA 2003-2010
Pinpointed the paths of cables that carried network service liens underground in support of protecting those underground cables from damage during projects involving excavation and/or to assist in repairs to cable lines.
Communicated directly with customers, vendors, and other work groups regarding information on new and/or completed work assignments; served as a company representative in the field and the customer’s advocate.
Ensured all work met quality, production and safety standards, ran tone across cable in manholes to identify direction of cable run, read engineering blueprints and complex maps, and maintained detailed records of all work.
MAINTENANCE ADMINISTRATOR – SAN RAMON, CA 2000-2003
Effectively administrated the local maintenance program; processed and tracked service orders and trouble reports, maintained detailed records on all work orders from inception to completion.
Dispatched field technicians to appropriate locations with accurately mapped routes and provided more detailed directions as necessary; input completion information in SORD, PBOD, and LMOS for complete, updated records.
Initiated orders that needed new due dates, input status updates on all service orders and trouble reporting systems and identified and resolved any discrepancies with work center groups such as RCMAC and MLAC.
Utilized the P102 and SNAPPY databases, tracked MPOE between PACBELL and CLEC technicians, and worked closely with LOC, Frames, NOC and Field Supervisors to ensure MPOE met all timeline commitments.
Provided current data on Pacific Bell products and services as they related to the needs of individuals, the customers desires/concerns, and in selling/upselling products to customers.
OPERATOR / BILINGUAL OPERATOR / INTERPRETER – BURBANK, CA 1993-2000
Processed domestic, international and World Connect calls; provided bilingual assistance to customers that spoke Tagalog serving as their interpreter and ensuring they received top quality services.
Used a Video Display Terminal (VDT) and keyboard to assist customers in placing person-to-person, collect, credit card, and third party billing calls; completed special assistance calls as required.
Handled all calls in a pleasant, positive, and professional manner that surpassed all customer and company service expectations and reflected well on the overall AT&T organization.
Served as a Safety Committee Member and worked closely with management and the union representative assisting coworkers with office policies and grievances.
Additionally served as Service Assistant / Floor Supervisor assisting operators and customers with complex calls and/or inquiries about products, services, and other matters; analyzed employee skills to determine training needs.
Prior positions*
ENGINEERING AID / DOCUMENT CONTROL CLERK – Puro flow · Santa Monica, CA · 1992-1993
UTILITY & PRECISION INSPECTOR – Fairchild Controls Company · Manhattan Beach, CA · 1989-1992
DOCUMENT CONTROL / QC INSPECTOR – Gasket MFG., Inc. · Carson, CA · 1987-1989
PHOTOMETRIC INSPECTOR / FINAL TEST TECHNICIAN – Jay-El Products Inc. · Carson, CA · 1983-1987
QC LEAD TESTER INSPECTION / CUSTOMER SVC CLERK – Pioneer Magnetics Inc. · Santa Monica, CA · 1978-1983
* Professional references available upon request
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