CIUELA THOMAS
Brooklyn,NY
Summary
Seasoned professional with a proven track record at Cablevision, excelling in conflict resolution and Microsoft Office Suite. Demonstrated ability to enhance customer service levels by 30% through effective call escalation and task prioritization. Skilled in training new hires and managing complex customer inquiries, showcasing exceptional recordkeeping strengths and a confident approach to problem-solving.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Customer Service Rep.
Visiting Nurse Service Of NY
New York, NY
08.2016 - Current
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Administrative Assistant
Vision Catering
Brooklyn, NY
06.2015 - 08.2016
- Maintained office supplies inventory by checking stock to determine inventory level.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Reduced financial discrepancies by accurately analyzing and managing customer orders and invoices for various Fortune 500 companies.
RCC-Rep / Dispatch
Cablevision
Brooklyn, NY
10.2010 - 05.2015
- Provided customer service by answering product and service related questions.
- Developed proposals and quotes for clients based on their specific requirements.
- Maintained detailed records of sales activities, including calls made, follow-ups, and sales closed.
- Responded to customer inquiries and complaints, providing timely and effective solutions to maintain high service standards
Customer Support Representative
Cablevision
Bronx, NY
09.2005 - 10.2010
- Identified opportunities for upselling additional products or services based on customer needs.
- Responded promptly to emergency situations requiring immediate attention.
- Conducted regular follow-up calls with customers after resolving their issues.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
TA Proctor
Kelly Service
New York, NY
09.2003 - 09.2005
- Managed classroom supplies inventory including textbooks, manipulatives and audiovisual equipment.
- Collaborated with other faculty members to plan lessons that promote critical thinking skills.
- Ensured test takers followed all instructions and procedures during exams.
- Managed a secure testing environment by checking identification cards and verifying student information.
Office Clerk
United Nation Environmental Prog. (UNEP)
New York, NY
01.1998 - 06.1998
- Compiled financial reports by collecting data from various departments within the organization.
- Greeted customers, answered inquiries, and directed them to the appropriate department.
- Answered phone calls in a professional manner and transferred calls accordingly.
- Developed forms and maintained filing systems to store confidential client information securely.
Education
Bachelor of Arts - Business Administration
Medgar W Evers College
New York, NY06-2026
High School Diploma -
City As School
New York, NY06-1998
Skills
- Call escalation
- Task prioritization
- Call center operations
- Recordkeeping strengths
- Microsoft Office Suite
- Paperwork processing
- Schedule management
- Training new hires
- Conflict resolution
- Cash handling and management
Certification
- Bank Teller’s Certificate, Urban Banker Coalition
- New York State License, 8 Hrs Certificate, 16 Hrs Certificate, Fired Guard Certificate
Internship
Office Clerk, United Nation Environmental Prog. (UNEP), 01/98, 06/98, New York, NY, General reception duties, and directed calls., Updated and maintained alpha/numeric file system., Operate office machines, such as photocopiers and scanners, facsimile machine, voice mail system and personal computers., Processed and distributed incoming and outgoing mail., Deliver messages and run errands.
Timeline
Customer Service Rep.
Visiting Nurse Service Of NY
08.2016 - Current
Administrative Assistant
Vision Catering
06.2015 - 08.2016
RCC-Rep / Dispatch
Cablevision
10.2010 - 05.2015
Customer Support Representative
Cablevision
09.2005 - 10.2010
TA Proctor
Kelly Service
09.2003 - 09.2005
Office Clerk
United Nation Environmental Prog. (UNEP)
01.1998 - 06.1998
- Bank Teller’s Certificate, Urban Banker Coalition
- New York State License, 8 Hrs Certificate, 16 Hrs Certificate, Fired Guard Certificate
Bachelor of Arts - Business Administration
Medgar W Evers College
High School Diploma -
City As School
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