Customer Service Manager
Resume:
Maria Elena Marotto Boggs
Phone 706-***-****
Email: *************@*****.***
Summary of Qualifications
Excellent communication skills including being a native Spanish speaker. I'm fluent in speaking, writing, reading & translating in both languages.
17 years experience in customer service, telecommunications, management & coaching executive & entry level employees.
Extensive experience in coordinating, scheduling & conducting employee coaching sessions face to face, over the phone, and through written documentation.
Special projects
Restructuring the company customer service quality guidelines
Assisting department manager in the development of call quality guidelines for the use of upper management in a telecommunications call center.
Translated documents from English into Spanish including the company sales script that was used by the Bilingual Customer Service agents in the Georgia & North Carolina markets.
Translated the annual telephone directory pages & proofread for accuracy before publication.
Presentation made to management to bring forth the needs of the Latino community, which led to forming the first dedicated Spanish customer service line in 1994.
Monitored our outsourced companies including AT&T translation service line and Wipro, a company based in Kolkata & Pune, India to ensure customers were receiving quality customer service.
Work Experience
PEAK FITNESS CENTER, Assistant to the manager
Dalton, GA
Start Date: 2/1/2011
End Date: 11/11/2011
WINDSTREAM Broadband Customer Care Center Monitor Coach
Twinsburg, OH/ Dalton, GA
Start Date:12 /19/2007- 8/6/10
WINDSTREAM Monitor Coach Customer Service
Dalton, GA
Start Date: 1/12/2007
End Date: 12/19/2007
WINDSTREAM Supervisor Customer Service
Dalton, GA
Start Date: 7/3/2001
End Date: 1/11/2007
ALLTEL Monitor Coach/Customer Service
Dalton, GA
Start Date: 4/9/2000
End Date: 7/2/2001
ALLTEL Customer Service Representative
Dalton, GA
Start Date: 12/6/1993
End Date: 4/8/2000
WTSP-TV Channel 10 ABC Affiliate, Tampa Bay Market
Gandy Blvd, St. Petersburg, FL
Start Date: 1981
End Date: June 1993
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