Dedicated, Driven, and Dynamic with over 20 years of customer service expertise. Motivated to maintain customer satisfaction and contribute to company success with an emphasis in personnel and process management. Solid team player with proven ability to establish rapport with clients.
Type 50 wpm and 10-Key by touch
Microsoft programs Word, Excel, Access, Outlook, PowerPoint
Personnel management and Telephone inquiries specialist
Excellent customer service skills with call quality and customer satisfaction as primary focus.
Inbound and Outbound contact center experience
Excellent oral and written presentation and seasoned in conflict resolution
Hr SpecialistMay 2007 to Oct 2008 Accenture － San Antonio, TX
Accenture Peopleline Email Management Team.
Received inbound emails from clients as initial point of contact to answer questions related to HR policies, practices or to resolve issues.
Helped the client by answering their inquiry, resolving their issue or routing their email to a caseworker for resolution.
Recorded and tracked the client issue via the case management tool from initiation to resolution.
Maintained records of customer interactions and transactions by documenting details of inquiries, complaints, and comments as well as actions taken.
Customer Service RepresentativeMar 2007 to Feb 2008 Accenture － San Antonio, TX
Maintained records of customer interactions and transactions by documenting details of inquiries, complaints, and comments, as well as actions taken.
Developed and implemented filing and delivery methods for FMLA and Short Term Disability documentation to respective global clientele.
Facilitated communication for the Absence Management Team to clients and internal departmental teams.
Organized and maintained payroll and people services database management system.
Communicated to clients and internal/external departmental teams mitigated risks and resolutions regarding policy, transactions and other queries
Call Centre Shift SupervisorAug 2003 to Mar 2007 The Message Center － San Antonio, TXAnswered and Dispatched calls for Medical and Professional clients in the San Antonio and surrounding areas. Provided call monitoring to ensure staff was adhering to quality call control. Maintained On Call books for various medical staff to ensure that the correct staff was contacted during after hours and weekends.
Education and Training
Certificate of Completion
*Business Administration1997Texas A&M Extension Services － San Antonio, TX
10-Key by touch, Type 50 wpm, filing, Access, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word