Customer Service Manager

Daniela Lindes

**** ******** ****, ******** ****, PA 19076

Phone: 904-***-****, e-mail: *************@*****.***

Objective:

To obtain a Customer Service position, where my Customer Service skills, knowledge and experience are utilized to manage the customers every need, achieving customer satisfaction as well as meeting or surpassing company expectations.

Summary of Qualification:

• Extensive experience (5+ years) in servicing customers, both in person and over the phone, in the insurance and hospitality industry.

• Superior communication skills in dealing with customers, co-workers and employees. Both verbal, fluent in Spanish and Portuguese, written and computer skills are strong.

• Well organized and highly efficient working in a multi-tasking dynamic environment. Ability to plan, organize and supervise, motivating staff and accomplishing great results.

Work Experience:

Bartender: Chima, 1901 John F Kennedy Boulevard, Philadelphia, PA 19103 (February 2012 – present), contact info: Greg Woerner – manager 215-***-****

Collect money from drinks served and check identification of customers to verify age requirement for purchase of alcohol. Balance cash receipts, clean bar equipment, take beverage orders from serving staff or directly from patrons.

Responsible for the bar inventory and ordering liquors and supplies, also for planning bar menus, organize and control operations of a cocktail lounge and supervise the work of bar staff, working as a team.

Bilingual Customer Service Representative: Convergys, 8000 Baymeadows Way, Jacksonville, FL 32256 (May 2011 – January 2012), contact info: Cristina Silva – manager 904-***-****

Support and provide superior service via phones as a receiver and caller for the Mastercard program, educating cardholders in how to use benefits provided by their credit card company as well as in how to file claims and use emergency services overseas. Working together with financial institutions, as an Emergency Service agent, processing replacement cards and emergency cash advance requests, entering customer data (managing computer well) and researching required information using available resources were part of my duties. Effectively deal with job stress and upset customers, using the most appropriate way to communicate with different behavior types, being proactive with high listening and probing skills, also fluent in Spanish and Portuguese.

Assistant Manager: Tento Churrascaria, 528 North First Street, Jacksonville Beach, FL 32250 (Dec 2006 – January 2012), contact info: Carlos Lang – owner/manager 904-***-****

Organize the management of hiring staff, training, and development of employees, training and supervising employees in the daily job operations, expense budgets, managing cost controls for food, labor and quality control. Assisting the general manager with the restaurant duties, including the wait staff as well as kitchen supervision, customer service, scheduling, ensuring food and beverage quality, opening/closing and overall management.

Education:

Bachelor degree in Education, Majoring in Teaching (English/Portuguese), UPE University of Pernambuco, Brazil, November 2006

Graduate of Contato High School, Pernambuco, Brazil, 1998 – 2001

References: Andrea Jakes – 904-***-****

Jeffrey Gilchrist – 267-***-****

Karen Lang – (904) 687 – 6724

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