- Extensive experience in collections and customer service.
- Valuable experience with Microsoft Office Applications.
- Experienced in fast paced, challenging and multi-tasking type of environments.
- Knowledge in some Excel programming, C#, .NET, VBscript, JavaScript, html, sql and Access.
- A+ and Net+ certified, taking CCNA exam in October 2011.
- Trained in Router, Switch and Computer setup.
- Knowledgeable in Windows and Linux Operating Systems.
- Co-operative when working in a team and very independent and reliable when working individually.
- Able to communicate effectively with co-workers, team members and public in general in Spanish and English.
Work Experience
2011 - Present Adyta Birla Minacs (Canada Post) Hamilton, ON
Customer Service Representative
- Respond to customer inquiries related to Canada Post Products and company policies.
- Provide logistics and solutions to customer inquiries related to Canada Post Services.
2008 - 2011 Adyta Birla Minacs (Nissan) Hamilton, ON
Consumer Relations Regional Specialist and Performance Coach
- Respond to customer inquiries regarding Nissan's products and services.
- Assist Regional Staff during decision making process on customer's disputes.
- Provide conflict resolution for Nissan - Consumer issues
- Support and coach peers on Company Policies, SOP's, decision making during customer disputes or call handling.
- Support peers in computer and technical questions within technical reach.
- Developed small application and forms used for automated data entry.
2009 – 2010 Computer Help Services Burlington, ON
Computer Technician
- Provided pc Technical In-house services to customers on service-call basis.
- Conducted Windows reinstalls.
- Executed PC tune up and Malware Clean up
- Performed Home networking set up
- Educated customers on pc related inquiries.
2009 - to this date (part time) Fixya Internet
Computer Technician
- Assist with technical questions to fixya subscribers
- Helped in several pc related issues (from malware to program setups)
- Assisted with router configuration, resetting and network setup inquiries
- Educated customers on good practices in regards to pc up-keeping.
- Maintained guru status with 757 solutions with a current rating of 86.08%
2006-2007 MDG Computers Oakville, ON
Account Receivables Representative and Promoted to Collections Night – Weekend Supervisor
- Management and decision making on 30-60, 60-90 and 90 + day accounts.
- In charge of training new Collection Representatives
- Actively involved with Human Resources during hiring stages
- Partially in charge of staffing and scheduling
- Developed Performance indicators to evaluate staff performance used during department decision making.
- Bridge element between staff and management
- Actively involved with management suggesting changes to system and procedures
2004- 2006 NCO (American Express) Brantford, ON
Account Receivables and Adverse Action Representative
- Experienced in 30-60, 60-90 and 90 + days and up collection procedures.
- Actively involved in the process of advising American Express (English and Spanish) card members of adverse actions taken on accounts with a customer service approach.
- Named “Employee of the month” in December 2005.
2001-2004 Blinds To Go Lakewood, NJ
Production Operator and Trainer
- Experienced in manufacturing processes in several departments.
- Part of first team who initiated and piloted the first formal multi-station training program in the company
- Co-developed training modules in English and Spanish for several departments
- Responsible for training and module updating for the "Woods" Department (Usage of MS Excel and MS PowerPoint).
- Actively involved in manufacturing process formulation and formal implementation in several departments
- Assisted and collaborate the human resources department in recruiting campaigns and other activities involving new hires
- In charge of presenting first informative module on organizational culture to new hire
- One of the people responsible for the creation, conduction and implementation of the Continuous Improvement Process project recently initiated in the company.
- Co-development of Blind Installation Instructional Set using Adobe Acrobat
1998-today Instituto Copesal Bogotá, Colombia
English Teacher, Management Assistant and other office duties
- Gave English Classes to students from pre-school to 11th.
- Developed a Payroll excel-based program to coordinated and monitor hours worked within a period of time, currently used during scheduling and payroll procedures.
- Developed a time table excel-based program to coordinate periods, teachers and number of hours worked in a restricted scheduled
- Payment Control: Co-developed spreadsheet to monitor customer payments made within a period of time
- Website Development: Co-developed and maintain the official School’s Website
- Network Administrator: Provided assistance during adoption of Web-based communication structure (network) focused on coordinate activities, resource usage, user administration and centralized school documentation and electronic communication.
- Developed Access database system to generate: 1. report cards to inform parents about student performance and 2. Statistical reports, per classes and students, used by school management to track ranking and students with poor performance.
Volunteer work
2004 – Present Instituto Copesal Bogota, Colombia
- Assist with Computer Projects and Web-based infrastructure being developed.
March-2004 Auberge Francophone Toronto, ON
- Worked as a volunteer helping and interpreting newcomers during Welfare In-takes and Interview Sessions.
April 2004 SISO Hamilton, ON
- Worked as an Interpreter, document translator and office assistant
Education
2008 – present Mohawk College Hamilton, ON
- Network Specialist Certificate
- Server and Network Support Certificate
2007-2008 Everest College Hamilton, ON
2006-2007 Everest College Hamilton, ON
April-May 2004 Saint Charles Institute Hamilton, ON
Jun-Nov 2003 Ocean County College Lakewood, NJ
1998-2001 Pontificia Javeriana University Bogotá, Colombia
- Business Administration (up to 6th Semester of 12)
1997-1998 Colombo Americano Institute Bogotá, Colombia
- ESL Certificate of Achievement, (Basic Levels) and four advanced levels
Computer Experience/Knowledge
- Activity Scheduling and Electronic Communication using MS Outlook.
- Excellent Proficiency with MS Office Suite Programs, MS Project and MS Visio.
- Knowledge of Cisco Hardware and Computer Networking
- Proper Typing Technique (60 words per minute)
- Google Apps – Website Development
References