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Customer Services Resume Example

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CUSTOMER SERVICES
Summary
Processes and results oriented professional with over 13 years of experience in organizations operating within complex environments. Proven experience on managing internal and external stakeholders involved in projects and operational work activities, highly skilled on negotiation and conflicts resolution. Capability to complete activities related to collection of data, processing of information and reporting. 
Skills
  • Proactive
  • Team Management
  • Risk Management
  • Proficiency in MS Office. Collaborative
  • Able to self-prioritize tasks
  • Works under general direction
  • Languages: English – Spanish. 
  • Data center environment
  • Analytics
  • Design and development
  • Software development lifecycle
  • Tools customization
  • Configuration management
  • Web applications
  • Team leadership
  • System administration
  • Usage scenarios
  • Milestone assessment and achievement
Experience
Customer Services
January 2017Think Pink Bows － Saratoga Springs, Utah
  • Recommended and helped customers select merchandise based on their needs.
  • Exchanged returned merchandise for customers quickly and efficiently.
  • Described use and operation of merchandise to customers.
  • Received and processed cash and credit payments for in-store purchases.
  • Placed special merchandise orders for customers.
  • Worked as a team member to provide the highest level of service to customers.
  • Maintained friendly and professional customer interactions. Confirmed that appropriate changes were made to resolve customers' problems.
  • Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.
    Informed customers about sales and promotions in a friendly and engaging manner.
  • Processed up to 300 customer orders per day.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Analytical Specialist
August 2008 to February 2016BOD － Maracaibo, Zulia
  • Collaborated with team members to create and integrate high availability solutions for mission-critical applications.
  • Took on the role of point-of-contact for project management staff.
  • Oversaw all testing and troubleshooting techniques and documented issue resolutions in the system.
  • Created and implemented tracking software with modules for inventory monitoring, staff administration, customer relationship management and report generation.
  • Assisted customers in resolving issues in the most effective manner.
  • Verify the infrastructure of Intel environments and directories. 
  • Installation of Passes of Production of the Intel Platform (Ultimus, Fide and other app)
  • Include, Modify and Delete the scheduled of job in the Schedule Robot.
  • Configure the Reports in the Robot Report Tool for the distribution from AS400.
  • Configure the Data Transfers file from AS400 to INTEL.
  • Recover reports deleted in the IBS.
  • Restorations on the data servers of the Intel Platform.
  • Participate and execute the Integrity Tests in the Distributed Platform.
  • Perform support in production pass certifications that merit Stress Testing and / or Closing Simulation.
  • Collected and analyzed data to evaluate operational issues and make process improvement recommendations.
  • Trained and explained complex processes to end users in a clear and concise manner.
  • Compiled and presented reports on findings to senior management teams.
Verify the infrastructure of Intel environments and directories
Verify the infrastructure of Intel environments and directories
Verify the infrastructure of Intel environments and directories
Verify the infrastructure of Intel environments and directories
Include, Modify and / or Delete the Scheduled jobs in the Schedule Robot.
Webmaster
June 2007 to July 2008Diario La Verdad － Maracaibo, Zulia
  • Cooperated with other project partners to create application's system analysis based on client specifications.
  • Oversaw all testing and troubleshooting techniques and documented issue resolutions in the system.
  • Created and implemented tracking software with modules for inventory monitoring, staff administration, customer relationship management and report generation.
  • Devised test cases ensuring that the application could be tested in a legitimate environment.
  • Created a dynamic team of software engineers that became experts in their field and boosted the overall success of the organization. 
  • Compiled statistical information for special reports.
  • Assisted customers in resolving issues in the most effective manner
  • Developed and created a more effective filing system to accelerate paperwork processing.
Developer Consultant
October 2004 to April 2007Megagroup C.A － Maracaibo, Zulia
  • Analyzed customer and stakeholder needs, generated requirements, perform functional analyses and implemented Requirements Management Plans.
  • Defined technical integration strategy and developed Integration plans.
  • Maintained security, backup, and redundancy strategies.
  • Assisted with designing information and operational support systems.
  • Developed and implemented Risk and Opportunity Management Plans.
  • Collected, analyzed, and reported program metrics, including product technical performance measures and key performance parameters.
  • Updated and managed existing website properties for Diario La Verdad company.
  • Presented pros and cons of various design approaches to design teams and management.
  • Created clear icons, messaging, buttons and other UI elements for smartphones, tablets and web applications.
  • Considered localization, escalability and ease of maintenance in all solutions.
  • Worked closely with product managers, visual designers and development team to appropriately evolve designs from concept to launch.
  • Revised user flows and designs based on design reviews, usability testing, A/B testing and other analytics, customer support feedback and other sources of input.
  • Streamlined and optimized monthly reports by converting from Access to SQL and writing Crystal Reports, significantly reducing lead-time and increasing data integrity in the AS400.
  • Worked closely with several cross-functional teams including business solution architects, customer operations, support and trainingteams and engineering to maximize product efficacy. 
  • 3 years experience in the maintenance and troubleshooting of complex infrastructure. Developed and maintained company style guide(Banco Provincial, Banesco). 
Education
Informatics Engineering : 2004University Rafael Belloso Chacin － Maracaibo, Zulia, Venezuela
High School Diploma : Science, 1999U.E.P. Juan Bosco － Ciudad Ojeda, Zulia, Venezuela
metodología de optimización de procesos. *Formalización y optimización de procesos de todas las áreas funcionales de la organización. *Diagnóstico de situación actual y levantamiento de información. *Detección de necesidades de mejora en los procesos de : 1982la organización, identificando los actores del negocio, inputs y outputs. Elaboración de un plan de optimización de procesos, con indicadores de gestión asociados para la medición del progreso. Desarrollar capacidades en las áreas dueñas de procesos, a fin de garantizar que la gestión de la calidad y mejora continua forme parte de la cultura de la empresa. Gestión y planificación de procesos que deben ser ejecutados en ambientes de Producción en plataformas como IBM iSeries e Intel. DATOS PERSONALES: Cedula de Identidad: 15.808.419 Lugar de Nacimiento: Ciudad Ojeda,Zulia Fecha de Nacimiento: 14 de Julio de Estado Civil: Casada Nacionalidad: Venezolana.
Technical Skills
  • Windows (98, 2000,XP, WINDOWS VISTA, SERVER 2008, WINDOWS 7)
  • Desktop Publishing Software: Photoshop, Illustrator, HTML, Microsoft Office Suite
  • Visual Basic.net, html, SQL, asp, ASP.NET, Crystal Report, Java Microsoft SQL Server 2005, MYSQL 5.5.29,  Adobe Photoshop
  • Sales Software: Dalai Comercial, Saint Enterprise(SQL), EMC Documentum 5.2.5, 5.3, Profit Plus, A2 Softway, Application Xtender
Certifications
  • English Level I y II Centro de Idiomas, Ciudad Ojeda, Year 1998
  • English  Koes Of Venezuela Level 7
  • Object-oriented programming(Visual Basic).CEDIC Year 2004
  • Object-oriented programming (Visual Basic Level II).CEDIC, Year 2004
  • Documentum WDK, DFC, Eroom (Maracaibo, Venezuela 2006)
  • Documentum Web Publisher, BPM (Maracaibo, Venezuela 2006)
  • Documentum Technical Fundamentals, System Administration (Maracaibo, Venezuela 2006)
  • Dalai Comercial v 1.04.Dalai (Maracaibo, Venezuela - 2005)
  • Web Technologies PHP y MySql (Maracaibo, Venezuela - 2008)
  • Help System (Robot Schedule, Robot Alert, Enterprise Manager(Maracaibo, Venezuela 2013)
  • Team Concert y Object Control (Maracaibo, Venezuela2013)
  • Bankbu Open Card (Maracaibo, Venezuela 2014)
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Resume Overview

Companies Worked For:

  • Think Pink Bows
  • BOD
  • Diario La Verdad
  • Megagroup C.A

School Attended

  • University Rafael Belloso Chacin
  • U.E.P. Juan Bosco

Job Titles Held:

  • Customer Services
  • Analytical Specialist
  • Webmaster
  • Developer Consultant

Degrees

  • Informatics Engineering : 2004
    High School Diploma : Science , 1999
    metodología de optimización de procesos. *Formalización y optimización de procesos de todas las áreas funcionales de la organización. *Diagnóstico de situación actual y levantamiento de información. *Detección de necesidades de mejora en los procesos de : 1982

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