1. 290 NORTH CENTRAL AVENUE, #1B, HARTSDALE, NY 10530
914-439-5840
baguilera2@gmail.com
BEATRIZ AGUILERA
Objective
• Seeking a position in the customer service field.
Professional Summary
• Customer satisfaction focused and courteous Senior Customer Service Representative with excellent
interpersonal communication skills and the ability to lead customer service staff. Have exceptional telephone
skills and the ability to be the main contact person for staff and customers. Possesses more than eight years of
Customer Service experience and a high school diploma.
Core Qualifications
• Excellent verbal and written communication skills
• Extensive knowledge of customer service standards and practices
• Good interpersonal and leadership skills
• Understanding of what makes effective customer service delivery
• Excellent monitoring of customer service staff to ensure compliance with standards
• Able to effectively problem solve, answer questions and resolve issues
• Excellent organizational and administrative skills
• Strong typing skills
• Ability to work in fast-paced environment and multitask
• Proficient computer software skills
• Excellent at time management and has the ability to be a self-starter
Experience
2007- PRESENT NINE WEST HOLDINGS New York, NY
Sen io r C usto me r Se rvice Re pr ese ntative 2 011 - Pre se nt

2. • Oversee all aspects of customer orders on a daily basis for Nine West and Easy Spirit.
Flag information for fraud, canceling orders and contacting billing parties to
inform them of fraudulent activity
Release orders that are on hold due to customer/web errors or orders that need
to be reviewed
Issue credits for orders that were short shipped, overcharged or not delivered
and placing new orders for customer’s orders which were later received but
previously credited
Resolve escalated issues with customers via phone or email that could not be
resolved by phone agents
• Serve as a liaison between Customer Service Agents, Accounting, Marketing, Distribution, Retail
Stores, PayPal and UPS/FEDEX. Some direct communication with customers for escalated issues.
Research chargebacks and credits within our internal Accounting department
and PayPal.
Contact bank to receive authorizations for Manual bill orders or mail orders.
Contact USP/FEDEX for lost package, damaged claims, and issue credits for
claims that were paid by UPS/FEDEX. Code checks for inventory control. Enter
paid claims in spreadsheet. Update customers and retail stores the status of
their claims
• Provide direction of workload for Customer Service representatives both internal and external.
• Train team members on existing policies and procedures.
• Monitor agents and report any inconsistencies with policies and procedures.
• Report technical/web issues to appropriate department and send announcement for phone agents.
C usto me r Ser vi ce Re pre sen ta ti ve 2 007 - 2 011
• Enter phone/mail orders.
• Responsible for creating and editing daily reports for web, phone and store placed orders.
• Answering escalated calls and emails.
• Handle returns made to Quality Control by customers and stores.
• Answer miscellaneous correspondence which includes complaints filed with BBB and donations.
• Provide feedback for customers regarding their Facebook postings.
• Activating gift cards and reissuing vouchers program.
1998-2001 BLEAKLEY PLATT REMSEN MILLHAM & CURRAN NEW
YORK, NY
L ega l Secre ta ry
Managed all administrative tasks for partners.
Composed and revised legal documents for attorneys, including Contracts of Sales, Loan Commitments, Title
reports, Affidavits and court filings.
Answered direct attorney phone lines and act as liaison between clients and attorneys.

3. Scheduled all appointments and closings for attorneys, as well as track and maintain busy attorney schedules.
Trained new legal secretaries
Filed and archived all documents.
1995 – 1998 RUSSELL REYNOLDS ASSOCIATES NEW YORK, NY
Research Assistant
Assisted with the publishing of daily Assignment Activity report. Report consisted of new,
completed, cancelled and suspended searches.
Verified and updated records of potential candidates.
File Clerk
Called and organized domestic and international mailing list.
Accessed, edited, and maintained 15,000 files in the Firm's record keeping database.
Corrected filing, labeling, indexing, shelving and other clerical errors into existing files.
Updated and handled daily requests of physical files on prospects for domestic and international offices.
Created personal files of new prospects.
Education
1993 - 1994 Blake Business School NEW YORK, NY
Diploma, Business Administration
1989 – 1991 John Jay H.S. BROOKLYN, NY
High School Diploma