Diana Martinez

*** **** ****

LAREDO, TX *****

Cell: 956-***-****

E-Mail: kkxjiq@r.postjobfree.com

Skills

Great interpersonal, communication and listening skills

Proficient organizational skills

Proficient skills in typing, word processing, and file maintenance

UHS Ready, Set, Teach Program - Teacher Aide [August 2007- May 2008] Trautmann Elementary School - 2nd Grade Class

Proficient use with typewriter, computer, printer, copier, fax machine, laminating machine, calculator[s], audiovisual equipment and public address systems.

Proficient Computer Skills

Extensive knowledge with Microsoft Word, Excel, Powerpoint, Outlook ect.

Proficient navigating Internet

Bilingual - Proficient in Spanish

Able to work under pressure to meet all deadlines

Self-motivated and able to work at a fast pace

Data Entry [48 wpm], keyboarding skills

2 years of secretarial experience

Courteous and efficient telephone techniques

Work Experience

November 2010 to May 2012

Convergy's

Customer Service Representative

2451 Monarch Drive

Laredo, TX 78045

[956] 728-5500

Supervisor[s]- Felix Ramos & Celina Zamora

- Handled approximate 60-75 calls a day, following each interaction with precise notations

- Able to determine phone problems when they arise

- Create positive customer experiences by assessing the needs and concerns of customers

- Recommend appropriate solutions to customers

- Provide customers with up-to-date information

- Answer multiple questions regarding product offerings, billing, equipment, features, service plans, activations and/or changes to account information

- Greet customers in a courteous, friendly, and professional manner

- Listen attentively to customer needs and concerns; demonstrate empathy

- Clarify customer requirements; probe for and confirm understanding of requirements or problem

- Meet customer requirements through first contact resolution

- Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file

- Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests

- Effectively transfer misdirected customer requests to an appropriate party

- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity

- Participate in activities designed to improve customer satisfaction and business performance

June 2010 to December 2010

International Bank of Commerce - HEB IBC Del Mar Branch

Universal Teller I

210 West Del Mar Boulevard

Laredo, TX 78041

[956] 794-8145

Supervisor[s]- Hector Herrejon & Oscar Martinez

- Provide prompt, efficient and friendly service

- Excellent communication/interpersonal skills

- Process transactions for various types of accounts in accordance with bank procedures

- Prepare daily general ledger entries

- Adhere to guidelines established to maintain a balanced drawer

- Frequently announced promotions for customers via PA system

May 2008 to June 2010

Border Bail Bonds

Receptionist/Office Clerk

2607 San Bernardo Avenue

Laredo, TX 78040

[956] 754-4938

Supervisor- Letty Davila

- Answer the telephones and take messages

- Welcome visitors by greeting them, in person or on the telephone; answering or referring inquiries

- Maintains security by following procedures; monitoring logbook; issuing visitor badges

- Maintained safe and clean reception area by complying with procedures, rules, and regulations

- Made copies and organized materials for staff

- Received and routed mail to appropriate person

- Processed materials for bulk mailing, including folding, labeling, etc.

- Scheduled appointments for all staff

Educational Background

2014 Laredo Community College Laredo, Texas

Criminal Justice Early Childhood Education

August 2008 - May 2011

2008 United High School Laredo, Texas

August 2004- May 2008

UHS Ready, Set, Teach Program - Teacher Aide

Trautmann Elementary School - 2nd Grade Class [August 2007- May 2008]

- Assisting in the implementation of the daily program under the direction of the teacher

- Assisting in planning and preparing the learning environment, lesson plans, setting up interest centers and preparing needed materials and

supplies

- Supervising the classroom when the teacher is out of the room

- Maintaining professional attitudes and loyalty to the school

- Treating all children with dignity and respect

- Maintaining confidentiality about children, their families, and other employees outside the school

- Supervising outside playground activities

- Helping with the operations of audio/visual aids (projectors, etc.)

- Follow directions given by head teacher or immediate supervisor

References

Letty Davila

Supervisor

Border Bail Bonds

2607 San Bernardo Avenue

Laredo, TX 78040

[956] 754-4938

Felix Ramos

Supervisor/ Team Leader

Convergy's

2451 Monarch Drive

Laredo, TX 78045

[956] 251-7827

Hector Herrejon

Supervisor

International Bank of Commerce - HEB LOOP 20

2320 Bob Bullock Loop

Laredo, TX 78043

[956] 206-1360

Contact this candidate