Customer Service Sales

LILIANA HOWARD

**** *** **** ~ Round Rock, Texas 78664

Mobile: 512-***-**** Email: *************@*****.***

RETAIL MANAGEMENT

Retail Management ~ Training and Development

Retail Manager with a history of planning and executing at all challenges presented. Proven track record leading team in the areas of Food, Salesfloor and Customer Service. Bi-lingual communicator proficient in both English and Spanish. Outstanding, communication, negotiation, and interpersonal skills that result in productive business relationships at all levels. Effective leader who develops cohesive teams and fosters smooth workflow. Sound critical thinking, problem solving, and time management skills with proven success handling multiple responsibilities and projects. Knowledgeable and skilled in:

• Profit & Loss/Expense Management • Recruiting and Hiring • Project Coordination

• Forecasting, Staffing and Scheduling • Performance Management • Training and Mentoring

PROFESSIONAL EXPERIENCE

TEXAS MEDICAID HEALTHCARE PARTNERSHIP/CHASE SOURCE 2011-2012

Bilingual Customer Service Representative-October 2011-Current

• Checking claim status

• Verifying eligibility and providing benefit details

• Locating providers for type of health plan

• Answering general questions about Medicaid

• Submit address changes, appeals, and complaints

Key Accomplishments

• Received an award for month of December and January for maintaining a quality average of 99%

• Passed all training material and exams with 100%

ALL SMILES DENTAL AND ORTHODONTICS, AUSTIN, TX 2011

Front Office Assistant-May 2011-October 2011 (30hours/Wk)

• Check in patients and check out patients

• Appointment scheduling and appointment confirmation

• Verifying insurance, submit claims, and process claims

• Set up treatment plans and ask for payment

• Cleaning of the office

• Filing charts as well as making new patient chart

KEY ACCOMPLISHMENTS

• Received promotion of office manager

• Submitted claims accurately and always on time

AT&T MOBILITY, AUSTIN, TEXAS 2010-2011

Customer Service Representative-October 2010 - May 2011 (40hours/Wk)

• Assist customers with billing, account changes, general questions, product info, technical support

• Ensure customers get best value for their services by offering other products and services such as equipment upgrades, dsl service, home phone service, and tv service.

• Meet daily sales goal and statistics such as handle time, adherence, hold time, repeat calls.

• Assist other employees with questions and solutions to their customers needs.

Key Accomplishments

• Received high score of 5.0 on numerous calls through post call servey.

• Met personal sales goal of 10 total sales in one month.

• Received perfect attendance for month of January

TARGET CORPORATION, Austin, Texas 2003 – 2010

Team Leader –November 2003 – September 2010– Full Time (40 hours/Wk)

• Planned and oversaw daily operations to drive results that met and exceeded corporate expectations.

• Supervised a team of thirty direct reports and indirectly guided activities of up to 50 employees.

• Developed strategies and plans to ensure payroll, sales, and expense goals were attained.

• Determined staffing requirements and designed schedules for proper floor coverage, meeting customer needs while minimizing labor costs.

• Assess employee skill levels to identify gaps and areas for improvement, partnering with Human Resources to design and deliver effective training programs.

• Responded to escalated customer and staff issues, determining fair and balanced solutions to problems.

• Worked with managers and department staff to produce sales forecasts and coordinated orders to ensure adequate stock levels for meeting demand.

• Managed relationships with vendors and held each accountable for meeting brand expectations and quality standards.

• Prepared comprehensive reports and offered sound recommendations that supported informed decision-making.

Key Accomplishments

• Assigned additional responsibilities as a District Trainer for newly hired managers based on ability to develop employee knowledge and skill levels.

• Grew total sales from $24,000 to $1.5 million and achieved #37 ranking out of 1,700 locations nationwide by focusing on developing sales associates and addressing performance issues.

EDUCATION

GATEWAY COMMUNITY COLLEGE, Phoenix, Arizona 2008

Business Management

• 30 credited hours completed with a GPA of 3.0

COMPUTER SKILLS

Proficient with: Windows, Word, Excel, PowerPoint, Outlook, Internet Explorer, and proprietary systems.

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