Customer Service Manager

Wally G. Espada, LSW

***** ********* ****, ******** *******, OH 44143

216-***-**** *****************@***.***

Licensed Social Worker Ability to prioritize tasks with little supervision

Bilingual ~ Spanish ~ fluent, read, speak and write

Excellent communication and interpersonal skills

Sales and Customer Service Professional Excellent computer and data entry skills

International Business experience (Coleman Corp.)

Excellent work ethics

Professional Work History

SALES & CUSTOMER SERVICE REPRESENTATIVE @

at&t (Ohio Bell Telephone Co.) Cleveland, OH for (13 years.)

From 08/30/99 to 12/05/2011

Inbound Call Center.

Provided excellent customer service and met sales quota. With order entry accuracy of 99 percent or higher. Maintained a professional relationship with customers and resolved issues with accuracy and expediency as required at all times. Experienced in “problem/conflict” resolution as periodically served in the capacity of Lead “Manager Takeover” for 3 months terms at a time.

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MARKETING/ SUPERVISOR/RECRUITER/DIRECT CARE PROVIDOR @

Ohio Mentor in Austintown and Cleveland Offices in Oh for (6 years)

In a Foster Care Agency.

Started with this agency providing direct care to children, adolescents and or adults in a foster care setting prior to obtaining my degree in social work.

Then I was promoted to Recruiter. Where I recruited, trained and licensed foster parents and their homes. In preparation to place foster kids, adolescents or adults into these homes.

Was promoted from Recruiter to Recruiter Supervisor with a group of 5 Recruiters.

Ended with a lateral promotion as Marketing Director, designing and strategically marketing our foster care programs to all surrounding communities.

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SOCIAL WORKER/CASEMANAGER @

D&E Clinic, Family and Children Mental Health Agency and

@ Homes for Kids at Niles, OH for ( 2 years)

At D&E Clinic I served as Case manager, Bilingual liaison for Spanish speaking families. With a case load of or about 20 families and their children.

At Home for Kid’s I carried a case load of or about 15 children and or adolescents in foster care. Providing case management in a foster care setting.

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Prior to obtaining my bachelor’s degree in Social work, I have over 10 year’s vast non-professional experience in different aspects of social work including, but not limited to : Direct care, Hospice and Voluntary Service.

8 years as Professional Secretary.

My work history stems from years of escalating the ladder of success from the early age of 15. Self made, self motivated I pride myself in providing my employers with dedicated, enthusiastic excellent service in the field of choice at the time with a strong desire to learn, succeed, excel and serve.

Education

LSW

Internship/Social Work Practice at Trumbull County Children Services Board

1993 BA graduate (Cum Laude) Social Work, from Youngstown State University, Youngstown, OH

1976 Secretarial Clusters Certificate from Jersey City State University (PACO)

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References: Upon Request

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