Customer Service Representative
Resume:
Carlos Santiago
Rochester, NY 14626
************@*****.***
OBJECTIVE
To obtain a professional position within a telecommunications company or a telecommunications department within a large organization.
SUMMARY OF QUALIFICATIONS
Bilingual in Spanish
Knowledge of Customer Services policies and processes
Knowledge of Business Sales policies and processes
Microsoft Word, Excel, PowerPoint proficient
Experience in Project Management
PROFESSIONAL EXPERIENCE
Verizon Wireless, Rochester, NY 04/2008-12/2010
Business Sales Associate
Recommend wireless solutions with regard to price plans, data and other enhanced services, handsets and accessories
Provide follow-up training for new customers, handle equipment issues, perform rate plan analysis, explain billing and interact with Support Center on customer service issues.
Maintain and grow existing customer base and manage churn.
Represent company at trade association meetings and events to promote Verizon Wireless and increase presence in the community.
Verizon Wireless, Rochester, NY 03/2007-Present
Bilingual Multi-Queue Coordinator
Perform Tier 2 Troubleshooting to assist customer with issues with wireless equipment in both Spanish and English
Act as a team lead when supervisor is not available
Provide continuous improvement in delivery of quality services to customers
Influence and negotiate to achieve best outcome for both customer and company
Verizon Wireless, Rochester, NY 12/06-03/2007
Bilingual Senior Representative
Identify and assist with customers billing inquiries both in English and Spanish
Assist with Team follow-ups
Act as team lead when appointed by Supervisor
Verizon Wireless, Rochester, NY 05/2006-12/2006
Bilingual Customer Service Representative
Handle inbound calls both in English and Spanish
Effectively answer customer inquiries regarding wireless accounts
Verizon Wireless, Rochester, NY 10/2005-05/2006
Customer Service Representative
Perform transactions that deal with account changes and billing inquiries
The Honey Baked Ham Company, OH 11/2001-10/2003
Assistant Manager
Communicate company goals and policies to the store staff
Coordinate and implement projects completely and on time
Oversee a staff of 4-8 employees daily
Continental Airlines/Chelsea Catering, OH 01/2001-09/2001
Manager in Training
Plan, staff and supervise 20-40 employees daily
Ensure that food operations meet all requirements before being catered onto aircrafts
EDUCATION
University of Phoenix
Business Administration 2006-Present
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