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Customer Service Representative III Resume Example

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CUSTOMER SERVICE REPRESENTATIVE III
Professional Summary

I am a hardworking and trustworthy individual looking forward to joining a successful team. Furthermore, a team player that goes above and beyond to exceed occupational task performance expectations, creative and eager to encourage team building principles. I am a bilingual English and Spanish speaker highly interested in a company or agency that will allow me to develop my skills and knowledge in the educational and professional field in such ways that will qualify me for high quality promotions, moreover, willing to utilize my current skills and influence me to enhance them in order to overreach all expectations and succeed within.

Skills
  • Bilingual-Spanish
  • A.R.S. Title 28
  • On the job training
  • Investigation
  • CDL
  • Technical Support
  • Telecommunication
  • MVD policies and procedures
  • Systems and databases: Armani, Microsoft Office, Google Drive, OnBase, TPX , MAX, Purged Records, RBM Service Arizona Gateway Portal, Document Retrieval System
  • Road Tester
  • Facilitation
  • Cash handling
  • Time management
  • Call center customer service
  • Data entry
  • Documentation
  • Email
  • Fax
  • Filing
  • Forms
  • Funds
  • Compliance
  • Insurance
  • Legal
  • Law
  • Mail
  • Microsoft Office
  • Office
  • Windows
  • Multitasking
  • Web/ system navigation
  • Policies
  • Problem solving
  • Research
  • Supervision
  • Taxes
  • Teamwork
  • Technical support
  • Customer focused-service
Work History
Customer Service Representative III | 07/2017 to 04/2020
Arizona - Phoenix, Arizona
  • Answered inbound calls stored in a queue for MVD at a rate of 8 calls per hour exceeding the department's expectation of 65 callers a day reaching between 75 to 80 calls within a 7 hour period.
  • Utilized double screens and multitask, researching through state resources, adhering to state policies and procedures, by maintaining a professional demeanor in satisfying daily customers' needs.
  • Assisted customers via inbound calls answering questions in regards to driver license suspensions, revocations and vehicle inquiries such as registration suspensions, title liens and insurance matters.
  • Guide customers on requests that are to be processed via mail and electronically such as email, fax or online.
  • Provide factual and accurate information regarding necessary documents and procedures which are required for the department's authorization of all transactions.
  • Verified and confirmed customers' information that reflect current records by researching and updating records upon request while adhering to The Privacy Act.
  • Communicated via email to specific departments, on a case by case basis, upon technical discrepancies impacting customer records.
  • Researched via Document Retrieval systems and OnBase for inquiries upon stored legal documents to further assist customers.
  • Analyzed customer data bases via MAX, and TPX to answer questions.
  • Entered customers current addresses after confirming customers identity.
  • Corrected date of births, social security numbers, addresses and customer characteristics when necessary.
  • Calculate initial and prorated vehicle title and registration fees along with renewal and prorated fees for currently title and/or registered vehicles, covering any additional fees; emissions, off highway vehicle registrations, special plates, special interstate registration, state and city taxes, motor carrier fees and exemptions.
  • Explain to customers of court actions such as suspensions and describe different dispositions for tickets currently reflecting on records.
  • Provide information about vehicle registration exemptions including emissions exemptions and waivers.
  • Assist colleagues in answering complex and technical issues related to day-to-day procedures.
  • Perform on the job training to new hires authorized by management.
  • Assist in processing payments via debit card transactions on the Motor Vehicle Division's self-service website.
  • Accessing MAX accounts; updating, unlinking and deactivating customer accounts upon request.
  • Inform customers about CDL processes and procedures for compliance matters; medical certifications, endorsements, driver and written exams, required authorized presence documentation, driver license suspensions, out of state withdrawals/ tickets, revocations, while prioritizing requests for driver license reinstatements when the customer is detained at ports of entry.
Customer Service Rep III | 04/2017 to 07/2017
MVD Field Office - Scottsdale, Arizona
  • Provide factual and accurate information to customers, at the information desk, regarding necessary documentation and procedures which are required to perform any transaction or issuance with the department.
  • Take customers' photo, and direct to the proper customer service windows.
  • Update customer records in the state system's customer and vehicle databases.
  • Perform initial title transfer transaction issuances that include; AZ Certificate of titles, duplicate titles, as well as, issue and renew vehicle registrations.
  • Process out of state transfers and in state renewals of duplicate standard/travel and CDL driver licenses, travel/standard identification credentials, and instructional permits.
  • Process payments in all sorts of funds to include but not limited to checks, cash, and debit/credit cards.
  • Conduct vision exams, road test and Vehicle inspections •Proficiently perform occupational tasks in a team environment and effectively work independently with minimal supervision.
Receptionist/Cashier | 08/2016 to 04/2017
Maz Tax - Phoenix, Arizona
  • Greet all visitors and customers upon entering.
  • Prepare and sort tax paperwork for tax preparers.
  • Office duties; making copies of legal documents, filing forms, and schedule appointments.
  • Process payment transactions via cash or debit/credit card and providing a receipt for payment.
  • Reach out to customers by phone and email regarding the status of their tax return.
  • Request documents from customers as needed via telephone and email.
  • Updating customers on changes in policies law and regulations on federal and state taxes •Order office supplies.
Education
Glendale Community College
Gateway Community College
Alhambra High School | High School Diploma2015
Additional Information
  • Fundraisers and community service for Gateway Community College Softball team •Suite bartender, runner and server (Fall 2015 and Spring 2016) at Phoenix International Raceway •ASU Football game as facilitator (Football season 2015) •Making pizza for the homeless, cleaned after nonprofit service (2015). •Serving a hot dinner to the homeless (2016). Certification presentation welcome upon request.
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Resume Overview

Companies Worked For:

  • Arizona
  • MVD Field Office
  • Maz Tax

School Attended

  • Glendale Community College
  • Gateway Community College
  • Alhambra High School

Job Titles Held:

  • Customer Service Representative III
  • Customer Service Rep III
  • Receptionist/Cashier

Degrees

  • Glendale Community College
    Gateway Community College
    Alhambra High School | High School Diploma

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