EXPERIENCE
Communications
South Pasadena, CA 91030
Quality Assurance, Training Instructor October 1997 – Present
I am QA/Trainer for SBC Directory Sales
and QA/Trainer and basic inbound accounts.
I issue memorandums to the Sales and Service teams, monitor inbound calls
assessing
them for quality conformity. Assist in monthly Joint Monitoring sessions
with clients to
assure compliance with contractual obligations. I produce monthly reports
on monitoring
performance using Microsoft’s Excel and or Word. I create and assist in spreadsheet
creation using Excel. I organize information on sales pitches and disseminated
information
to customers.
Accomplishments:
I became a Supervisor/Trainer to Nortel
Networks Technical Support in under one year.
I took PBD (Pacific Bell Directory service and sales) form the Simi office
and brought it
to our South Pasadena office serving as Supervisor/QA/Trainer in order to
meet our
customer, company revenue, and service priorities. In December of 2001 I
went to
Milwaukee WI. to bring Ameritech Directories to our offices. The client was
ecstatic
that the transition from the other area went so smoothly, and continues to
do so.
ADDTEL
CSR-Customer Service Representative, October 1996 – March 1997
As a CSR, I serviced existing customers
with billing questions, credits, adding name(s)
to customer profile, updated records, issued calling cards, added new lines
to existing
accounts, removed lines from accounts interacting with the line provisioning
department.
Reported trouble lines and lost or stolen calling cards. Assisted Spanish
speaking
customers. Interacted with the local phone companies to resolve our customer’s
needs.
Telecommunications
CSP-Customer Service Professional, July 1995 -- December 1995
As a CSP, I facilitated new and existing
customers with the current promotions,
billing questions, credits, added name(s) to customer profile, updated records,
issued calling cards, and set up new accounts. Reported trouble lines and
lost
or stolen calling cards. Ordered office supplies. Team leader.
Decal Company
Industrial Colorist, May 1992 -- July 1995
As an Industrial Colorist, self-management was essential.
I purchased several
different ink lines and various screening supplies. Formulated ink pigments
to
match our printing requirements. Used Color Star/ACS software for ink formulas.
Performed daily computer back ups. Performed daily and monthly inventory
of ink. Shipped and disposed hazardous materials. Certified
forklift operator.
Communications
Operator, Supervisor, and Multi-linguist, April 1974 – November 1991
As an Operator Supervisor, Multi-linguist,
I attended to customers with their calling needs.
I speak English and Spanish fluently. My language capabilities consisted
of Italian, Japanese,
German, Portuguese, and French, assisting these callers in making person
to person calls.
As Operator Supervisor I monitored telephone traffic and managed operations.
Maintained
traffic control records. I made vouchers for sending off data to other departments.
Tallied
and sorted toll tickets. Logged and reported toll traffic obstructions. Trained
new operators
in traffic procedures. Logged customer complaints.
Directed customers to proper department
for billing and equipment issues. During this span of time, I was with Pacific
Telephone,
Mt. Bell, AT&T and US WEST. The changes in the Telecommunications industry
were
occurring, divestiture, "The Breakup". This allowed me to gain experience
in AT&T from the
Regional Bell Operated Companies (RBOC).
SKILLS
Skill Name Skill Level Last Used Experience
Excel Intermediate Currently used 5 years
MS Word Intermediate Currently used 8 years
Word Perfect Intermediate 1 year ago 3 years
Windows 3.1 Expert 3 years ago 4 years
Windows 95 Expert 1 year ago 4 years
Windows 98 Expert Currently used 2 years
Windows NT Expert 1 year ago 2 years
Windows ME / XP Intermediate Currently used 2 years
Internet Expert Currently used 9 years
MAC O/S Intermediate 3 year ago 3 years
Lynx Red Hat O/S Intermediate 2 years ago 3 years
Corel DRAW and
Corel Photopaint Expert Currently used 6 years
Customer Service Expert Currently used 27 years
Client Interaction Expert Currently used 5 years
Instructor Expert Currently used 13 years
HP-12c Expert 3 years ago 4 years
HP-48SX Intermediate Currently used 3 years
Bilingual:
Spanish Intermediate Currently used 30 years
Languages:
(Enough to place calls)
Italian, and German Intermediate Currently used 20 years
Japanese, and French Beginner 1 year ago 20 years
STRENGTHS
· People Person
· Team Player
· Innovative
· Enthusiastic
· Confident
· Coach
