1. Miguel Perez
Milford, CT 06461 | miguel.angel.perez24@gmail.com | 203-505-3365
www.linkedin.com/in/miguelperez
Skills & Qualifications
• Fluent in Spanish
• Employee training development
and coordination
• Customer Service in a call
center environment
• Technical Support resolving
complex issues
• Proficient with both
Windows and Mac OS
operating systems
Professional Experience
Prime Line Resources Corporation - Bridgeport, CT June 2014 to Present
Customer Service Representative
• Responsible for managing assigned individual accounts; totaling approximately over $6 million.
• Leverage Microsoft Dynamics platform to ensure orders are entered correctly and in a timely manner.
• Responsible for analyzing and resolving distributor calls concerning shipment issues, pricing questions, and overall efficiency
of each order.
• Collaborate with Supervisors and Production Managers to produce New Hire training materials
• Evaluating new hire representatives and working with upper management to enhance the training program; critical in
retaining 50% of new hire trainees over the past 8 months.
Alvarez Industries – Orange, CT July 2013 to April 2014
Delivery Representative
• Drafted and developed materials requested by companies to complete structural portion of construction projects.
• Compiled and analyzed data, while summarizing findings to assist management with budget preparations.
• Used problem solving strategies to correct onsite errors while keeping an accurate log of errors in system.
• Worked with Project Managers to ensure correct materials are delivered in a timely manner.
• Coordinated meetings and appointments with third part vendors
Verizon Wireless – Wallingford, CT March 2012 to April 2013
Business Government Customer Operations Coordinator
• Specially trained to work directly with resolving issues within restricted government accounts, enterprise business accounts,
and with company appointed liaisons.
• Analyzed SMB accounts to ensure plans were cost effective for the company.
• Evaluated and reviewed benefits of transferring accounts from personal to business level with consumers; assisted with
account level changes and added enterprise discount profiles.
• Assisted points of contact with resolving device and network issues including but not limited to backing up devices,
restoring devices, activating devices, downloading software, performing software tests, submitting trouble tickets, replacing
devices, and providing education.
Senior Customer Service Representative June 2009 to March 2012
• Created training materials and presented materials to all new hire training classes.
• Reviewed calls and offered analysis and feedback to representatives to improve survey results by 21% within 4 weeks of new
hire training; with additional 31% increase in 8 weeks.
• Multitasked to resolve inbound customer issues in a timely manner through account research, and interdepartmental
resources.
• Collaborated with management-picked focus groups to develop and implement new strategies to achieve monthly team
goals, personal statistics, and system policies.
Education
University of New Haven September 2004 to May 2009
Bachelor of Arts:
Music & Sound Recording/Minor in Business Marketing
Additional Coursework: Overview of E-Commerce, Consumer Behavior, Organizational Marketing, Marketing Research
in the Global Environment