Elena DeGuzman

1933 44^th street Pennsauken NJ 08110

Cell: (609) - 605-3234 

Email: heaven099@yahoo.com

QUALIFICATIONS:

·         More than 11 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems.

·         Possess solid computer skills. Excellent working knowledge using Microsoft Excel, WordPerfect, Microsoft Word, 8ms, SMS, AirNet, I-series, and telecommunication carriers network such as Verizon and Sprint, etc.

·         Ability to train, motivates, and supervises customer service employees.

·         A team player, acknowledged as a “Total Quality Customer Service” Professional.

·         Develop plan, conduct audits and variance analyses, update accurate inventories

 

VOLUNTEER EXPERIENCE:

 

2000 – Present              Rosedale Baptist Church/Bethel Methodist Church                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             Camden, NJ

Youth Coordinator

·          Provide direction and guidance to Camden city youth and families

·          Coordinated field trips, fundraisers, and picnics for youth and neighborhood families.

·          Sunday School Teacher Coordinator for over 50 city youth children and 4 teacher assistants

WORK EXPERIENCE:

 

2008-Present                              ZONE Telecom Inc.,                                                                                                          Cherry Hill, NJ

Dedicated Technician Implementer

·          Work with sales professionals covering several states (responsible for several Call Centers and corporate accounts.

·          Opening new accounts and upgrading existing services of ANI, POTS, TFN, DID, LNP, VoIP, DS1 and DS3.

·          Quickly and effectively solve customer challenges verifying CDR.

·          Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

·          Processes add/change/cancelled orders to DS1/DS3 circuits/dedicated/switch TFN, following DFOC until completion.

2004-2007                                            Paetec Telecommunications,                                                             Voorhees & Mt. Laurel, NJ      

OP Specialist/Billing Assurance

·          Setting up and Manage customer accounts in multiple Customer Care Systems.

·          Provisioning a variety of local and long distance service such as DS1/TF/ANI.

·          Monitoring and researching billing errors along with billing assurance.

·          Assisting with inter-departmental projects and requests

·          Act as a intermediary between Customers, Sales and Management helping research and resolve discrepancies

1998-2002     Sprint PCS,                                                                                                                          Cherry Hill, NJ & Philadelphia, PA                

Senior Customer Service Representative / Finance administrator

·          Developed a strong knowledge of best practices for employee supervision, sales techniques, business continuity planning, and business operations.

·          Strengthened my written and oral communication skills by conducting opening and closing of the retail store, as well as cash out and banking duties.

·          Built strong project management skills by managing my own workload, preparing auditing observations of employees expense, and coordinating staffing requirements to meet client needs and requirements.

EDUCATION:             Associates Degree in Applied Science~ Information Technology

                                                  Substitute Teaching Certificate for State of New Jersey

                                                                                                                                                                                                                                                                                                                                                                                         Six Sigma Training, currently enrolling in: Diagnose and troubleshoot your personal computer