French Speaking Customer Service Representative-10+ years experience
Resume:
MARK D. FRIEDMAN
** *****’s Road
Andover, New Jersey 07821
markdfriedman at alumni.rutgers.edu
QUALIFICATIONS
** *****+ Customer Service experience in a Call Center environment. Considered by colleagues to be the go-to guy for technical and systems related issues; Ability to manage multiple tasks in a fast-paced environment; proven analytical and problem-solving skills. Fluent in both French and Spanish. Exceptionally strong verbal and written communications skills. Strong mathematical and computer skills.
Placed 2nd overall in French to English translation test, see:
odesk.com/exams/Certified-Translation-Translators_766892
WORK EXPERIENCE
TMP Direct Marketing (A Division of Monster International) Mt. Olive, NJ 2003
Bilingual Customer Service Representative
Company provides customer care and literature fulfillment for close to 100 prestigious firms such as ADP, American Standard, Kawasaki, Trex Decking, Hunter Douglas.
•Respond to calls originating from Spanish, French and English speaking customers.
•Input customers’ data, generating in-house mailing.
•Process orders: input caller’s order and credit card information.
•Resolve customer product inquiries using internet.
•Data capture rate consistently ranks among top five employees.
BNP Paribas (France's Largest Bank) New York, NY 2000-2002
French Speaking Customer Service Representative
•Principal French Language contact for all funds transfer issues.
•Solid knowledge of system enabled me quickly locate money transfers for customers urgently in need of funds.
•Successfully negotiated same-day return of 200 million dollar payment released in error by our funds transfer section, saving the bank thousands in lost reserves.
ABN Amro Bank New York, NY 1999-2000
Customer Service Representative
•Re-executed transfers when funds returned due to improper formatting or bad instructions.
•Identified and resolved USD funds transfer issues: unable to apply funds, non-receipt of funds, payment delay, payment cancellation.
Societe Generale (France's Second Largest Bank) New York, NY 1996-1999
Senior Customer Service Representative
•Responded in French to US Dollar and foreign exchange inquiries originating from SG branches worldwide.
•Productivity consistently exceeded management's expectations.
Citibank, N.A., 111 Wall Street, New York, NY 1989-96
French Speaking Customer Service Representative
•Adept at using system to locate money transfers for callers expecting funds.
•Resolved US Dollar funds transfer inquiries originating from Swiss and French banks. Provide customers with error feedback.
•Trained new employees. Provided technical support to colleagues.
•Chosen by management to participate in team assembled to thwart Russian computer hacker.
•Audited files; compiled report for management aimed at reducing errors.
EDUCATION
Rutgers University, New Brunswick, NJ
B.A. in French
Junior Year in France
University of Paris-Sorbonne University of Tours
Kent State University, Kent, OH
Program in Business Management & Technology
GPA 4.0
PERFORMANCE APPRAISALS
"Mark has developed into a team player who can be relied upon when dealing with some of the more difficult tasks a CSR faces."
"Mark is well perceived by the French speaking client base and has shown
considerable skill in handling even the more demanding clients."
"Mark is a top producer in the SMC and has met and exceeded productivity standards. His above average output has added a good deal to the success the unit enjoys with customers and the field."
"Mark demonstrates a high level of job knowledge and skills within ICS. He consistently exhibits initiative in developing not only his own knowledge but also that of his colleagues. He regularly supplies feedback and training to anyone who requires it."
"Mark's willingness to work overtime in order to keep up with the work is
greatly appreciated. Mark is an outstanding CSR and is a pleasure to work
with."
"We appreciate Mark's productivity, quality and service to his customers. In
recognition of his efforts we have designated his performance as outstanding."
"Clients and co-workers find Mark a true asset who is willing to pitch in when and where needed."
"Mark is a stickler for quality. His work continues to virtually error free."
"Mark is always thorough, timely and efficient with his investigations."
"Mark is highly respected and appreciated by his peers."
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