Highly experienced Customer Service/Customer Relations Supervisor with almost 12 years of knowledge and achievements in the telecommunications industry. Endowed with strong planning and organizational skills; excel in work ethic, innovation, decisiveness, and productivity. Friendly, personable, and enthusiastic about work; exceed employer expectations with "above and beyond" focus on customer satisfaction, retention, and strict attention to quality. Have learned, identified, analyzed, and understand key drivers affecting customer service. M.B.A. in Business Management; B.S. in Administration.

COMPANY	POSITION HELD	DATES WORKED
(Confidential)	Customer Assistant Associate Tier 1	12/2009 - Present
Univerisity of Phoenix	Enrollment Counselor, Doctorate Degree Program	9/2008 - 5/2009
Coast 2 Coast Catering	Event Coordinator/Operations Manager	3/2004 - 3/2008
Verizon Commuications	Customer Relations Advocate	8/1997 - 6/2008
Blue Cross	Customer Service/Claims Processor	11/1996 - 8/1997

SCHOOL	MAJOR	YEAR	DEGREE
University of Phoenix	Business Management/Technology	2005	Master Degree
University of Phoenix	Business Administration	2000	Bachelor Degree
Ventura Colloge	Polictical Science	1994	Associate Degree

TYPE	TITLE	URL	DESCRIPTION
Magazine	Harvard Business Review	media url	Monthly magazine that keeps professionals updated with real world issues and resolutions.

Highlights:

Major contributor to moving our department from 12th to 4th place in Customer Advocacy across the entire Verizon footprint in only 2.5 years. Instrumental in winning 2001 “Eagle Award,” a national CR award given only to the “best of the best.” Continuous improvement: through root cause analysis, tech support and customer relation complaints have decreased by 30% since August 2007 Elected to company’s “100 Club,” for being one of the first 10 employees to sell 100 products in one day. Recognized for outstanding results obtained during customer surveys.

Companies I like:

Any Private and, Public Sectors Organizations

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

• Project Management
• Quality Control
• Customer Service
• Human Resource
• Sixc Sigma
• Process Improvement
• Regulatory Compliance
• Cisco trained
• Research
• Root-Cause Analysis

Serving both national and western regions, troubleshoot 15-30 escalated business and residential customers’ complaints daily directed to the President, Chief Executive Officer, or front-line supervisors. Respond, if needed, to the Better Business Bureau, Public Utility Commission, or Attorney General. Duties include root cause analysis, investigations, documentation, research, tracking, and delegation to other involved parties. Follow up with customers to ensure prompt and satisfactory problem resolution. Interface with three regional sales centers to coordinate projects targeting established and new customers. Also oversee the regional Internal website designed by Senior Manager for CEO and other Executives. Advise employees on multiple billing issues and updates when necessary. Other experience includes project management, productivity improvements, labor relations, leadership and team motivation, performance awards and recognition, communications, documentation, research, event coordination, prioritizing, training, sales, and problem solving.