Customer Service Quality Control

FRANCES DELA CRUZ 562-***-**** ***************@*****.***

Education

Graduated May 2012 - California State University, Long Beach, CA

Bachelor of Science in Family and Consumer Sciences - Consumer Affairs

Overall Grade-Point Average: 3.045

Employment

09/2011-11/2012: INSTRUMENTAL SAVINGS, INC. (Placentia, CA) - Marketing Intern

- Researched consumer on-line buying habits and processes.

- Researched inner workings of guitars and guitar sub-categories.

- Developed article on guitar shopping tips based on research.

- Proofread and edited previous shopping guides.

- Edited company website using a Volusions system to input manufacturer's prices, search criteria, videos, pictures and product descriptions.

- Received guidance and lessons on becoming a more efficient worker: planning skills, networking within and outside the company, organization skills, working with others.

01/2009-12/2009: THE TUTORING CENTER FRANCHISE CORP. (Long Beach, CA) - Assistant/Business Intern

- Assisted in office organization, receptionist work, light bookkeeping and accounting work with Quickbooks

- Coordinated events and conferences for Director of Development

- Research and development of new system implementation

- Attended Fred Pryor Seminars, read Business/Self-Improvement books each month and attended Toastmasters

11/2008-01/2009: THE TUTORING CENTER, INC. (Long Beach, CA) - Instructor

- Tutored Kindergarten to High School on subjects such as reading, writing, and math including Algebra I, II and Geometry.

- Special tutoring given to children with learning disabilities

- Mentorship, homework skills and test preparation

01/2006-03/2008: TRAVCORP USA (Anaheim, CA) - Travel Agency Maintenance Specialist

- Managed all travel agency data for Trafalgar Tours, Contiki Holidays and Insight Vacations

- Data entry, data maintenance, managing commission structures and customer service with outside travel agents

- New system implementation and training employees to transition from a DOS system to a Microsoft-based system (Tropics)

- research, update, weekly reports to supervisor using MS Excel

06/2004-12/2005: TRAFALGAR TOURS (Anaheim, CA) - Travel Documents Specialist

- Printed and organized travel itineraries for clients

- Quality control checks on itineraries and individual bookings

- Printed and packaged travel bags and itineraries via UPS scanning systems

Honors, Awards and Memberships

- CSULB Leadership Academy Award (2012)

- President's Honors List, CSULB (Fall 2009, Fall 2010, Springs 2011)

- Dean's Honors List, CSULB (Fall 2011)

- Founding Officer, VP of Alumni Relations for CASA (Consumer Affairs Student Association, CSULB - 2012)

- Volunteer Work for Ronald McDonald House Charity Marathon (2012)

- Employee of the Month for Travcorp USA (February 2007)

Skills

- Microsoft Word, Excel, Powerpoint and Outlook

- PC and Mac

- Understands use of social media (i.e. MySpace, Facebook, Twitter, YouTube, Tumblr, Blogger, LinkedIn)

- Extremely organized, quick-learner and enthusiastic for experience

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