Customer Service Quality Assurance

**** **** **** *** ***.*** ( Raleigh, nc ( *****

919-***-**** alt # 919-***-**** ( bvpk7t@r.postjobfree.com

Douglas martinez

Work experience

**/**- **/** ********** Computer Services (ACS)

Cary, North Carolina

Bilingual New Hire Trainer: Responsible for training

bilingual new hires as customer service call

representatives. Train on the use of computer software,

billing systems, technical support, effective communication

and telephone etiquette for conflict resolution as well as

ensuring customer satisfaction. Evaluate competency and

skills of new hires prior to advancement.

01/11-09/11 Parkwood Village Apartments

Raleigh, North Carolina

Leasing Manager/Assistant: Process credit/criminal

background checks, meet and greet prospects, walk the

model, receive rent payments, daily follow ups on internet

leads, and emails/ Process payments, daily bank deposits,

accounts payables/receivables, resident notices/letters,

resident retention organizer

6/09- 10/09 Affiliated Computer Services (ACS)

Cary, North Carolina

Bilingual Escalation Team Representative: Responsible for

providing customer support to those who have exhausted

levels of satisfaction and have not achieved a resolution

to their needs for technical support with the general

customer service department representatives. Assist other

customer service assistants in resolving problems that have

escalated and seek to resolve their needs. Collect data

and track satisfaction through follow up calls and

satisfaction surveys. Provide traditional customer service

support as listed below.

1/09- 6-09 Affiliated Computer Services (ACS)

Cary, North Carolina

Bilingual Technical Support Assistant: Responsible for

providing quality customer service to Sprint customers via

call center. Provide solutions and assist in

troubleshooting and resolving customer concerns regarding

billing, plans, telephone equipment, etc. Service provision

also consists of sales inclusive of new plan purchases,

upgrades and new equipment.*Excellent sales and customer

satisfaction per Quality Assurance calls.

5/06-9/06 C-Renova

Santo Domingo, Dominican Republic

Production Manager : Facilitated contract negotiations

with major companies in the food industry to obtain access

to food waste products for bio-diesel engineering.

5/06-2/06 Citibank

Santo Domingo, Dominican Republic

Face to Face Sales Representative: Offered and

implemented new credit accounts to

companies and its staff members that met

pre-approved credit criteria.

education

2003-2006: Universidad APEC

Santo Domingo, Dominican Republic

Major: Marketing

Relative Course Work: Direct Marketing, Computer (hardware and software)

Technology

August 2008-November 2008 : Wake Tech Community College

Raleigh, NC

Course of Study: ESL (Level 5 out of 6 levels) Continuing Education

LANGUAGES

Spanish (Native -I speak, write, read and comprehend Spanish

fluently)

English (Second language - advanced conversational)

REFERENCES

David Barahona 919-***-****

Adris Fortunato 917-***-****

Ivan Nieto 919-***-****

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