Customer Service High School

Gloria Gonzalez

**** *. **** ****** ******* , Illinois 60632 773-***-****

*****************@*****.***

Qualifications Summary

Highly personable Customer Service Professional with more than four years of experience in Customer Service, Computer Skills Sales processing, Cash handling, and Warehouse operations within the manufacturing industry.

Talent for identifying customer needs and presenting appropriate company product and service offerings.

Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.

Proficient with Microsoft Office System (including Microsoft Word and Microsoft Excel).

Bilingual in Spanish

Professional Experience

Central States SER – Chicago, IL 12/2009-09/2010

Retention Specialist/ Youth Development Specialist

As a Retention Specialist Worker (RS) and Youth Development Specialist (YDS), I work closely with Gang affiliated and Court involved youth .Provided case management services leading participants to self sufficiency. Ensure maintenance of all case files on all participates on active caseload. Conducted job club and job fair for participates. Was involved with all incoming customers, and with all in incoming and outgoing calls.

Maintained files of active or transferred youth to follow up

Performed biweekly visits to satellite sites (on-wheels sites), partnership sites, employment sites, and funded sites to maintain positive relationships and proper evaluation.

Highly involved with youth seeking employment.

Worked with youth on GED materials

One on one mentoring

Highly involved in customer service

Central States SER – Chicago, IL 12/2008-12/2009

Peer Support Worker/Receptionist

As a Peer Support Worker I provided guidance for the customer that were interested in enrolling into the Youth Offender’s Expansion Program (YOEP). I contacted potential customers and presented the intake and orientation process prior to enrolling them. I would case note the initial meeting and final enrollment for the participants. I’d prepare the case management file for the Youth Development Specialist (YDS) to continue filing the customer progress.

Monitored all activity at the front area of the YES! Center at Archer Heights, which included greeting guests and monitoring incoming calls

Enhanced social environment by providing professional atmosphere for interested participants

Was responsible for the physical appearance of the entire YES! Center at Archer Heights

Maintained inventory and ordered supplies for office staff

Provided clerical support to the Site Supervisor

Would present the program in front of large groups of probation officers.

Zapotlan Lounge – Chicago , Illinois 04/2006-05/2009

Custodial Worker

As a custodial worker, I maintained general sanitation and cleanliness of a large, multi-purpose lounge which accommodates 200 people. Completed custodial duties including but not limited to sweeping, mopping, scrubbing, and washing. Organized banquet hall in a presentable fashion by arranging tables and chairs. Interacted with banquet attendants to ensure a comfortable and enjoyable experience. Worked both as a team and individually to exceed customer and employer expectations.

Enhanced social environment by providing a clean and aesthetically pleasing atmosphere for a variety of social engagements including but not limited to christenings, weddings, holiday festivities, and concerts.

Individually responsible for the physical appearance of designated areas throughout the banquet hall.

West Loop Auto Body – Chicago , Illinois 05/2005-03/2006

Receptionist

As a Customer Care liaison, completed various administrative duties, greeted all customers upon entrance to store, and administered all orders for supplies along with car parts that were needed for each individual job needed. Completed quotes on all cars upon entrance, completed all invoices along with receiving payments for work completed. Processed all car orders, answered questions, responded to concerns, and alleviated delicate situations with professionalism and sensitivity.

Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.

Transmit information or documents to customers, using computer, mail, or facsimile machine.

Hear and resolve complaints from customers and public

Receive payment and record receipts for services.

Education and Training

Central States SER – Chicago , IL

Career Development: Certificate of Completion Received 10/2008

High School Equivalent Certificate 9/2009

CPR Certificate Received 5/2009

Advancing Youth Development Certificate 06/2010

Reference

Available upon request

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