Efrain Munoz
Summary
Dedicated, hardworking and passionate job seeker with strong organizational skills eager to secure Customer Service and/or Accounting position. Knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional clients relationships to increase profitability and enhance the company brand name. Seeking an opportunity to utilize my extensive experience and skills to contribute to the success of a company.
Overview
20
20
years of professional experience
Work History
Accounting Assistant
Brookdale Assisted Living/Capistrano Senior Living
07.2016 - 08.2022
- Prepared, audited, uploaded (PCC) and maintained residents contracts/files, including hard copies per state regulated standards.
- Generated monthly residents statements, mailed to responsible party and tracked collection progress.
- Effectively communicated with responsible party about payment needs and kept updated, detailed and accurate ledgers.
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Maintained clean and organized files by keeping accounts payable records up-to-date.
- Prepared, presented and logged facility welcome package to resident and/or responsible party per state regulated standards.
- Maintained fleet vehicle's to state code of standards
- Audited and logged end-of-the-year turnaround per state standards (internally & externally).
- 10-key by touch.
- Substituted at the frontdesk during lunches, vacations and absents.
- Also substituted as a caregiver (Graveyard for 3-months) and dining room (when needed).
Demonstrator Supervisor
Warehouse Demo Services
04.2010 - 05.2016
- Managed staff of 10-20 demonstrators (food & retail products).
- Conducted demo product purchasing, setup, productivity (demonstrator motivation for upselling), breakdown and clean-up.
- Submitted demo final production report to corporate that included; demo timeline, supplies used cost, product sales, door count and customers comments.
- Communicated with vendor regarding ongoing demo, regarding suggestions and/or adjustments.
- additional responsibilities; scheduling, payroll, training, health and safety inspections, auditing demo calender and coordinating with Costco management on upcoming demos and any changes.
Customer Service Call Center Manager
Auto And Truck Glass
01.2005 - 08.2009
- Supervised a call-center that included; dispatching vehicles glass replacement orders to 22-locations, in 13-states (received via; phone, fax & emails) and coordinated glass delivery for pending orders (fleet, insurance & private orders).
- Prepared and sent invoices for completed orders to fleet and insurance clients (EDI) {Avis/Budget, Alamo/National, Dollar/Thrifty, Dealerships, Body-shops and many insurance companies excepting liability}.
- Lead point of contact for clients and vendors.
- Handled all clients and vendors complaints. Would research, resolve, implement resolution and conduct internal and external follow-up.
- Administrator for all warranties and damaged claims; Coordinated with local and regional manager regarding outcome of claim, that could include additional training and/or procedural changes.
- Quarterly auditing clients information; CSR reference cheat-sheet, inventory codes and delivery schedule.
- Developed and maintained call script, customer service department manual and office forms.
- Hired, managed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Expense reports.
- Company events planner (holidays, special events & annual picnic).
- Executive assistant prior customer service manager promotion.
Executive Assistant/Office Manager
Auto And Truck Glass
09.1999 - 12.2005
- Direct assistant to company's owner (personal & business)
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Mediator of company resources; cell phone account, auto and liability insurance, employees health insurance and corporate and local office supplies for 22 locations.
- A/R & A/P processing.
- HR.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Insurance billing (EDI) (Allstate, state farm, farmers ect).
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
- House-sitting that included pets of all types.
Reservations and Research
Resort Communications
01.1998 - 02.1999
- Research, implemented resolution and performed internal and member followup until issue resolved.
- Served as corporate office information resource; reservations policies, office systems adjustments, contracts, financial procedures including refinancing loans.
- Audited members weekly arrival report and forward to corresponding resort.
- Audited and forward weekly maintenance fee financial report to all resort clients.
- Audited daily priority reservations report received from resort clients.
- Collections supervisor prior to this department promotion.
Collection Supervisor
Resorts Communications
01.1998 - 12.1998
- Managed resort clients collection portfolios.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies, making sure they followed the "fair collecting act".
- Contacted members to collect outstanding payments via one-time or negotiated installment methods. Often successfully collecting on "lost-causes" cases over 120-days past due.
- Updated and provided resort clients with status monthly delinquency percentage reports.
- Received bonus from resort clients for having the lowest outstanding delinquency percentage in the history of our partnership.
- Customer service representative prior to this promotion.
Customer Service Representative
Resort Communications
03.1996 - 12.1997
- Handled customer inquiries and suggestions courteously and professionally (reservations, contacts, loans, maintenance fees and account receivable).
- Researched and implemented solutions to members issues.
- Conducted internal and external followup.
- Made outgoing welcome calls to new members.
Education
Certification - Accounting, Bookkeeping, Credit & Collections, CSR
Carter Business School
Santa Ana, CAHigh School Diploma -
Ulysses S. Grant Senior High School
Van Nuys, CASkills
- Fluent in Spanish and English
- Quick learner of any Procedure, Program and/or Methodology (ability to adapt)
- Customer Service, Accounting, Bookkeeping, Collections, Contracts & Loans
- Ability to relate with Customers in a Knowledgeable, Helpful & Professional manner
- Assisted living Experience
- On-the-spot Decisions
- High-volume call center
- Strong team player, friendly & easy to get along with
- A/R & A/P
- 10-key by touch
- Scheduling and Payroll
- Experience with Sensitive and Confidential Information
Seminars
- How to get and keep customers (Score)
- Selling and upselling techniques that work (Score)
- Excelling as first-time Supervisor or Manager (SlillPath)
Timeline
Accounting Assistant
Brookdale Assisted Living/Capistrano Senior Living
07.2016 - 08.2022
Demonstrator Supervisor
Warehouse Demo Services
04.2010 - 05.2016
Customer Service Call Center Manager
Auto And Truck Glass
01.2005 - 08.2009
Executive Assistant/Office Manager
Auto And Truck Glass
09.1999 - 12.2005
Reservations and Research
Resort Communications
01.1998 - 02.1999
Collection Supervisor
Resorts Communications
01.1998 - 12.1998
Customer Service Representative
Resort Communications
03.1996 - 12.1997
Certification - Accounting, Bookkeeping, Credit & Collections, CSR
Carter Business School
High School Diploma -
Ulysses S. Grant Senior High School
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