(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Career Overview

Highly enthusiastic customer service professional with over 20 years client interface experience. Results-driven customer service with proven ability to establish rapport with clients. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.

Core Strengths

1 Extensive knowledge of accounting systems and

MS word, Informix, Excel, PowerPoint , including Mas Databases.

2 40+ wpm, Ten-Key (by Touch)

3 Computer proficiency

4 Aspect/Empower Management program

5 Avaya Call Management Systems,

6 Real-Time Adherence

7 Proficient in CAS and /or MTV Experience, Mailrx/CCP and Argus.As well as using Mentor.

8 Processing exceptions and scheduling events.

9 Strong organizational skills, active listening skills, seasoned in conflict resolution, with sharp problem solver.

10 With courteous demeanor, energetic work attitude, and time management.

Educational Background
Otero Junior College La Junta, CO Expected in GED : Accounting - GPA :

Continuing education in accounting,

Work Experience
Nothing Bundt Cakes - Customer Service
Lubbock, TX, 08/2015 - Current
Giving the best customer service for Macy's credit card. By researching and taking payments,explaining to our customers in regards to interest and purchases. Educating customers on billing cycles and due dates. Also making sure all promotions are in the system as a club or special events. Calculating billing adjustments to resolve processing issues, validating payments and credits in both stop payments through Citi bank and updating address using Experian credit bureau.
  • taking payments
  • updating customer's information 
  • providiing purchases and transactons
  • removing interest and late fees
  • calculating billing adjustments
  • creating accounts and maintaining records
Time Warner Cable - Workforce Management Analyst
Torrance, CA, 07/2007 - 01/2015

Operational analyst and reporting of real time call traffic. Provided each site support and direction by monitoring the operations workforce management applications. Advise senior leadership on critical operation needs.

  • Scheduling events - training, meetings, events, etc.
  • reporting service level, call & handle time volumes per interval and EOD.
  • Associates compliance reports
  • skilling and call routing
  • short term forecasting
Nextel Communications - Lead/ Sales Support Technician
City, STATE, 05/2004 - 03/2006

Responsible for all Nextel retail stores that sell Nextel products., training employees, over the phone and assisting with activating, troubleshooting phone units. Processing and approving credit applications. Assist retailers with making necessary changes to the customer contracts and upgrading phone units.

  • Planning team lead, training, and monitoring a team of 10
  • Giving feedback on all QA monitors as well as coaching specialist.
  • Also keeping track on schedule adherence, log-ins, current daily stats, running reports, on symposium, and once source.

Customer Assistance

  • Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Quality Communication

  • Interacted with 50+ affiliate stations in US and Puerto Rico, ensuring reliable and high-speed delivery to residential and small-business customers. Excellent communication skills with ability to communicate clearly and concisely in both English and Spanish.

Customer Service

  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.


  • Adapted to fast pace environment , documenting and implementing within the organization. Also contributed and developed new process and procedures.

Computed Data Reports

  • Provided required daily, weekly, monthly and quarterly reports. Proficient in using technology to enhance data and information management.


  • Diligent people manager, able to successfully manage people and communicate with all levels of employees and customers.

Excellent communication skills, Ten-Key (by touch), data entry, lotus notes, Microsoft outlook, Excel, PowerPoint, MS Word, Scheduling, researching, active listening, creative problem solving, critical thinking , executive management support, telephone skills, time management, multi-task management, organizational skills, prioritization, professional and friendly.

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School Attended

  • Otero Junior College

Job Titles Held:

  • Customer Service
  • Workforce Management Analyst
  • Lead/ Sales Support Technician


  • GED

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