Customer Service Manager
Resume:
Irene Marquez
****************@*****.***
Work Experience
PACE Americas
Tempe, AZ
-AT&T U-verse Tier 1 Support representative
•Verbal and written communication
•IPTV knowledge
•Voice over Internet Protocol
•Customer service skills and patience in handling customer stress
•Proficient with PC tools (Microsoft Office, Windows 2000/XP, FTP clients, Internet Skills)
•Problem determination and problem source identification
•Logical thinking and process thought patterns
•Scripting languages and html coding
•Technical sales
2/2002 - 10/2008
Progressive Financial Services, Inc.
Tempe, AZ
-Client Relations/ I.T. Analyst /Executive and Client Reporting and Support
•Responsible for analyzing the business needs of our
clients to help identify business problems and propose solutions.
•Perform a liaison function among the corporations various
departments, External Service providers, and the information technology department.
•Apply logical analytical thought to a business issue.
•Identify what data the corporation has and interpret on various reports.
•Verify that we are compliant with client requirements.
•Perform administrative functions for Client Relations department.
•Coordinate and manage multiple tasks and priorities.
•Maintain detailed, accurate and up-to-date client files.
•Processed ACH payments on behalf of clients
•Prepare monthly client reports for senior management and clients.
•Assist clients with various issues.
•Support FTP server along with customers proprietary systems.
•Trouble shoot file transfer problems.
•Ensure timely file transfers.
•Configure, deploy and trouble shoot file transfers for new clients as required.
•Data Processing
•Data Analysis
•Trouble shoot data processing program errors.
•Documentation of procedures and creation of work instructions.
•Compliance and Audit
•Processed Credit Bureau Inquiries
•State Licensing Application Processing
•Processed Federal Administrative Wage Garnishment Paperwork
•Skiptracing
•Customer Resolution
•Rehabilitation Program Account Manager
•Performed various functions; multiple spreadsheet tasking.
•10 Key
•Data Entry
03/2001 - 11/2001
Stuart Allen & Associates, Mesa, AZ
-Front Office Manager
•Coordinated multi-line phones.
•Supervised and trained clerical employees in office procedures and systems .
•Effectively used and maintained a variety of office equipment.
•Dealt with various office systems and
procedures including mail, courier, packaging and import/export.
•Prioritized routine responsibilities.
•Daily Remit processing and balance sheet
reporting. Bookkeeping: on a computerized system.
•Accurately kept daily balance sheets including creation of daily bank deposit slips.
09/1996-05/2000
Excell Agent Services, Mesa, AZ
-Customer Service Agent
•Provided long distance directory assistance services to incoming calling customers.
•Conveyed step by step instruction to resolve customer issues.
•Skip tracing
Education
12/2003-12/2005
Lamson Junior College, Tempe, AZ
•Full College Coursework Completed
•Paralegal Program
1/2006 - 5/2006
University of Phoenix, Phoenix, AZ
•Some College Coursework Completed
•Business Administration
01/2009-Present
Rio Salado ONLINE, Tempe, AZ
•Working Certificates- Computer Usage and Applications & Programming which will apply toward both my Associates and Bachelor’s degrees in Computer Information Systems
01/2010-Present
Arizona State University ONLINE, Tempe, AZ
Major: Technical Communication (Bachelor's)
Dual Enrollment w/Rio Salado ONLINE
Skills
Business/Executive/I.T. support, Project Management, Systems Analysis & Design, Programming, Client Support
Computer Applications
MS Word
MS Access
MS Power Point
MS Outlook
MS Excel
MS Windows OS (Various Versions)
MS Project
MS Visio
MS Visual Basic
Java
C#
Sql
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