Administrator Assistant
Resume:
Jody Torres
Pico Rivera, CA *0660 **********@*****.***
Cell: 562-***-****
Home: 562-***-****
Dedicated 14 years in Customer Support/IT Administration; Customer Service Manager with 12 years of experience, in Dental Health Plans (DMO/PPO), Customer Service Rep. with 8 years in consumer products. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Well organized multi-task, great follow through and work well with others.
Respected builder and leadership of customer-focused-teams. Extremely well in fast paced environments as well as motivating, supervising staff to maximize productivity. Works well as a part of teams as well as independent and ensure the execution of all safety, security, quality and operations policies. Out-of-the-box thinker, who has been recognized by management for dynamic contributions to a company success, including receiving numerous prestigious awards for teamwork and customer service during Herbalife, Inc. tenure.
Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Won “Employee All Star of the Year, in
2002, 2004, and 2006, for Customer
Support and Team Work.
Customer Satisfaction Enhancement
Front-End Supervision
Known as the “go-to person”.
User Friendly Documentation
Teambuilding & Training
Order Fulfillment
Professional Experience
HERBALIFE INTERNATIONAL INC. Torrance, CA
Oracle Senior System Administrator/Customer Service Role in IT, 2007 to 2011
Oracle System Administrator, 1999 to 2007
Business System Analyst, 1997 to 1999
Implemented, maintained, and improved the functionality of Oracle Financials, SCM, and Order Management, including implementing Oracle 11i and R12 for all functional tasks relating to end user support and training in functionality and Oracle screen set up, as well as documenting core procedures to execute future processes:
Led an order management project in 73 countries implementing from one system onto Oracle for Call Centers.
Supported month-end in the call center and averaged about 60 -70 calls with order taking.
Facilitated user provisioning for Oracle users, consultants, and resetting of passwords, including setting up global Oracle printers, responsibilities and supporting production applications for Finance, Supply Chain Management, and Order Management
Scheduled and monitored running jobs and concurrent managers to maximize resource use while assisting end users for production support for the call center.
Wrote and trained finance and inventory users’ documentation, and call center (Order Management)..
Liaised among other departments to ensure SOX compliance with government regulations and security audits.
Played a vital role in supporting U.S- and U.K.-based finance departments on BPCS system and Oracle, including training new users for Inventory, Order Management and Finance.
Interfaced among end users to address key needs and documented wide-ranging issues for company programmers.
Contributed solid communication skills toward following up with customers for incoming help desk issues, including documenting all program modifications, performing pre-production testing, and writing specs for developers.
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SAFEGUARD HEALTH PLANS. Anaheim, CA
Customer Service Manager, 1995 to 1997
Customer Service Representative: 1992 to 1995
Data Entry Supervisor/Assistant Controller: 1987 to 1992
Administrator: 1985 to 1987
Promoted to manager position to recruit, train and supervise 10 Customer Service Representatives. Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions.
Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
Managed and supervision of accounts payables, accounts receivables, Data Entry and the call center.
Experience providing customer support in busy call center environments for public dental insurance. Average about 70 -100 calls daily.
Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
Succeed staff turnover by 15% in 1995, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs, in Customer Service.
Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Introduced training programs that enhanced employee performance and helped build a motivated team.
Projects manager of new system, creation of test plans, review and reconciliations of conversion data.
Hired, terminated clerks responsible for the recruitment of Data Entry, CSR, AP, and AR.
Processed the multi-state cash receipts, (checks, cash, credit cards, wire transfers). Average checks received on a daily basis of 500+, with deposit of 100% accuracy.
Handled all Dental C.O.B.R.A. participants, from billing to providing letters of payment due reminders.
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Skills: Office machines, faxes, copiers, etc. Oracle EBS 10g, 11.0.3, 11i and R12: (Supply Chain/Financials (AR, AP, AP,) Order Management, GRC, Oracle Metalink, Support Magic-Help Desk Applications.
Proficient: In Microsoft OfficeSuite (Word, Excel, PowerPoint/Visio/Outlook).
Excellent written and verbal communicate skills. Self-starter with a “can do”, attitude.
Education and Training
EL RANCHO HIGH SCHOOL Pico Rivera, CA
Training: Completed numerous courses and seminars in Customer Service, Leadership, Communication Specialist
Oracle – Financials, Supply Chain Management, Order Management, and System Administration and
Safety (CPR) training.
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