Experienced Manager with 15+ Years Customer Service
1. DANIEL ARROYO
Urb. Vista Hermosa, Calle D, Edificio Montecchio # 102 – Cumbaya
Home: 02-600-0602 | Cell: 0999-777-100 | darroyo75@hotmail.com
PROFESSIONAL SUMMARY
Committed, detail-oriented and hardworking manager with more than 15 years of experience in the
customer service field; devoted to operations and process improvements. Proficient in research, finance,
case management and customer relations. Defined by the ability to rapidly understand
new technologies and gain new skill sets in fast paced environments.
EDUCATION
Sep/2000 Associate of Arts: Business Management
Universidad San Francisco de Quito - Colegio de la Comunidad － Quito Ecuador
Business Management / Administración de Empresas
May/2004 Bachelor of Science: Business Management
University Of Maryland － Maryland, United States
Business Administration (Dean's List)
CORE QUALIFICATIONS
Implementing new business systems and processes
Strategic planning
Critical thinking
Teamwork oriented
Customer relations
Resourcefulness
Managing multiple priorities
Microsoft Office Suite
Finance & resource management
EXPERIENCE
American Citizen Services Supervisor and Management Specialist 04/2012 to
11/2015
Embassy of the United States Of America － Quito, Ecuador
In charge of preparing and managing the budget of the entire consular section; monitored
ongoing expenses relative to budget projections. Responsible for preparing the yearly work
and statistics report of the operations of the section for the Department of State.
Successfully managed the operation of the American Citizen Services (ACS) and Federal
Benefits units basedon standard operating procedures while identifying areas for
improvement in fields like: security, customer service, human resources, budgeting, procedures,
legal issues, and ACS policy/strategy.
Provided counseling, recommended training and annual goals and objectives in addition to
preparing performance evaluation reports for supervised staff.
Planned the work of the unit and made adjustments of work schedules and procedures based on
demand.
Implemented processes to streamline workflow directly related to passport operations to
increase efficiency and improve customer service standards.
2. Federal Benefits Specialist - Consular Section 01/2009 to
03/2012
Embassy of the United States Of America － Quito,Ecuador
Managed the Federal Benefits portfolio for the country of Ecuador, responsible for developing
and processing the full range of cases and related claims work.
Carried out investigations to determine initial and continuing benefit eligibility.
Prepared and submitted finaladjudication proposal packages for benefits to the regional offices for
Social Security, Veterans Affairs and Office of Personnel Management.
Took the to modernize the operation by switching to a paperless process. Moreover,
managed to implement the new direct deposit service for beneficiaries nationwide with a 90%
acceptance.
Non-Immigrant Visa Assistant - Consular Section 07/2008 to
12/2008
Embassy of the United States Of America － Quito, Ecuador
Responsible for performing full range of duties related to the processing of non-immigrant
visas in a high-volume operation. The position requires a high level of attention to detail,
knowledge of complex laws and procedures, and command of specialized computer
systems. In addition, it was essential to possess the ability to learn and adapt quickly to
frequent changes in laws, procedures, policies and practices while maintaining the ability to
communicate with applicants courteously, succinctly and accurately in both English and
Spanish in a high stress environment. Moreover, a high degree of integrity to ensure
security of all accountable items to maintain strict confidentiality of all sensitive information
was required.
General Manager 11/2007 to
06/2008
Galileo Technical Institute of Arts － Quito,Ecuador
In charge of planning and executing the financial plan for the Institute while managing the
budget and supervising the accounting system.
Managed the new student-recruiting program, and carried out a marketing plan to promote
the institute, its new carriers and admissions.
Coordinated advertisement and social media. Oversaw payroll, acquisitions and customer
service. Reported weekly to upper management.
Sr. Claims Adjuster
Stare Farm Insurance Companies － Frederick, Maryland – U.S.A. 01/2004 to
07/2007
Claims adjuster for personal and commercial lines. Handled over eight types of insurance
policies with different variations according to each of the six states in the Mid-Atlantic Area.
Provided outstanding customer service while handling complex regulatory material in order to
comply with the rules and regulations of every state’sinsurance department.
Helped create a bilingual customer support team, assisted as the liaison between upper
management and Human Resources for the development of the team including: planning,
budgeting, marketing, recruiting, selection and training.
Insurance Adjuster
Stare Farm Insurance Companies － Germantown, Maryland – U.S.A. 04/2001 to 12/2003
3. Handled coverage issues and liability decisions on auto policy according to the rules and
regulations of six states. Reviewed claims, contacted customers, explained claim process and
available coverage.
Provided support to other departments when they needed assistance translating for a Spanish-
speaking customer.
Sales Coordinator
Celebrity Flowers － Quito – Ecuador 02/1999 to
12/2000
Coordinated shipments with farm and cargo agencies based on daily availability and arranged
weekly sales/shipments with new and existing customers from Europe and United States.
Issued invoices and packing lists for daily sales and coordinated export permits. Prepared
monthly financial statements and assisted with personnel, marketing, accounting and
administrative functions.
Teller
Nations Bank/Bank of America － Germantown, Maryland – U.S.A. 04/1997 to
09/1998
Bilingual customer service representative and financial advisor in charge of processing teller
transactions including treasury bonds, credit cards, checks, traveler checks.
Assisted other departments when needed to translate for Spanish speaking customers.
Customer Service/Front Desk
Hotel Oro Verde － Quito,Ecuador 01/1996 to
03/1997
Greet customers confirm existing reservations and create new ones. Phone operator. Provided
bilingual assistance and customer service.
LANGUAGES
Fluent English-Spanish
PERSONAL INFORMATION
Age: 40 years old / Date of birth: January 1st, 1976
Place of birth: Quito, Ecuador - Citizenship: U.S./ Ecuadorian
Marital Status: Married
REFERENCES
Karen Conole - Human Resources Officer, U.S. Embassy Quito –
