Customer Service High School

Mark L. Guerrero *** Goodnight Circle Cibolo, TX *8108 Cell: 210-***-**** HM: 210-***-****

************@*****.***

OBJECTIVE

To secure a position with a progressive company seeking a professional, multi-talented, fast paced dependable individual. With previous experience in accounts receivable, public relations management, loan processing, credit card processing and Microsoft System Administrator Training.

1 Certifications:

- Microsoft Certified Professional (MCP); obtained certificate 06 Nov 09

- CompTIA Security +; obtained certificate 29 June 09

WORK EXPERIENCE

January 2011 – June 2011, Pearson Assessment, Associate Customer Technical Service Representative

Provide services via phone, email and chat. My duties primarily consist of servicing online assessment testing program customers and include performing technical problem resolution, troubleshooting, and diagnosis for software and applications. I handle the initial inbound contact response for State and National Education Assessment testing customers and end users.

June 2007 - January 2008, HTS Voice & Data Systems, Customer Service Sales Specialist

Maintained and serviced the existing customer base by contacting the customers by phone to ensure their phone system, and computer network was in operating order. I also assisted with generating service tickets for new equipment orders, and routine service and maintenance. I also called on new businesses to generate revenue for the company.

March 2007 - May 2007, EuroStaff/CPS Energy, Customer Service Representative

Responsible for handling billing and collection calls, and also responsible for processing move in and move outs for residences and commercial businesses.

October 2006 - February 2007, Washington Mutual, Telephone Banker I

Responsible for Home Equity Lines of Credit and Fixed Rate Loan Options account maintenance and also resolved customer complaints.

October 2005 - September 2006, USAA, Banking Specialist III

Responsible for resolving customer complaints, processed auto, watercraft, RV and motorcycle loans. Processed refinance requests and educated member of loan options. Responsible for employee accounts, credit card issuances, establishment of new savings and checking accounts and provided front-line underwriting for auto loans.

May 2004 - October 2005, USAA, Property & Casualty Representative

Responsible for providing customers with insurance account details and maintenance for auto and RV policies. Provided underwriting analysis to evaluate risk acceptability and determine appropriate product pricing. Position also required acquisition and maintenance of insurance license.

April 1992 - May 2004, HTS Voice & Data Systems, Accounts Receivable Manager

Responsible for managing accounts receivable totaling $3.5 million. Processed daily invoices for San Antonio and Houston customers, to include US Postal Service, Bexar County and their sub offices. Developed and maintained a close business relationship with customers to ensure 100% customer satisfaction. Managed and tracked daily close out of warranty maintenance tickets. Analyzed and resolved customer complaints and provided feedback to upper management expeditiously. Vigorously pursued new clientele; secured contracts with new customers to meet corporate goals. I validated the delivery and accuracy of leased agreements through personal contact visits. Researched and resolved collection account disputes in person and by phone. Analyzed and developed monthly maintenance statements and provided salesmen accurate commission statements for 25+ salesmen; evaluated, tracked and monitored all calculations; ensured commission reports submitted were in accordance with company policy.

EDUCATION

1 April 08 – to present: Enrolled at New Horizons Computer Learning Center (available for employment immediately)

Microsoft Courses taken:

- CompTIA Security +

- 2272 Implementing and Supporting Microsoft Windows XP Professional

- 2274 Managing a Microsoft Windows Server 2003 Environment

- 2275 Maintaining a Microsoft Windows Server 2003 Environment

- 2276 Implementing a Microsoft Windows Server 2003 Network Infrastructure-Network Hosts

- 2277 Implementing, Managing and maintaining a Microsoft Windows 2003 Network Infrastructure: Network Services

2 Hallmark College

Major: Associates of Applied Science in Electronics Acquired “Associates of Applied Science in Electronic Engineering Technology”

3 Tom C. Clark High School, Graduated 1989, Acquired High School Diploma

HIGHLIGHTS

I am a multi-skilled professional with a proven track record in executing management objectives and goals. I set a goal, plan the strategy, implement, and execute meticulously; I’m goal oriented. I possess the ability to inspire co-workers to meet the organization’s goals by displaying a positive and “can-do” attitude. Also possess a demonstrated talent for analyzing, projecting and meeting financial/corporate goals. I consistently follow through to successful completion of all tasks. Possess excellent interpersonal, oral and written communication skills. I maintain a professional image at all times. I have the innate ability to grasp new techniques and processes quickly. I’m flexible and can swiftly move from one tasking to another without hesitation. I’m a hard working individual, punctual, dedicated and loyal employee-tenacious and diligent.

PERSONAL:

2004 – Present: Serve as Coach for the Youth League Tackle football.

Contact this candidate