1. ROCÍO DE FÁTIMA DELGADO
2710 Arlington Drive #304, Alexandria, VA 22306
(703) 341.7305 ▪ rocio.delgado@alexandria.com
SUMMARY OF SKILLS
 Consistentlydemonstrate exceptional knowledge andsounddecision-makingabilitieswithaprovenabilityto
achieve positive results.Readilydeveloprapportwithcustomers,staff,andmanagementalike.
 Possessexcellentinterpersonal,oral andwrittencommunicationskills;wellorganized,self-motivated,andpeople
oriented.Workwell,andcompetently,understress.
 Provenexperienceincustomerservice deliveryoperations,qualityassurance,andaccountmanagement.Reputation
for creative problemsolvingandoutstandingservice.
 Effective instaff organization,coordination,orientation,training,anddevelopment.
 Presentahighlyprofessional demeanorandimpeccable corporate image.
 Ability to serve a wider sector of the population through Spanish language skills.
 Solidknowledge of Citygovernmentandthe functionsof all departments.
 Abilitytohandle difficultsituationswithcustomers requiringahigherlevel of attention.
 Consistentlydemonstratesthe higheststandardof professionalismandintegrityinsituationsinvolvingminimal
guidance andsupervision.
 Proficiency with Microsoft Office applications (Excel, Outlook, Word).
 Spanish:Proficientinreading,writingandspeaking.
 English:Proficientinreading,writingandspeaking.
 Sixteenyearsof customerserviceexperience.
 CustomerService Training.
 Oral CommunicationTraining.
WORK EXPERIENCE
City of Alexandria,Virginia,CustomerConnectionCenter,Alexandria,VA
CommunityLiaison January 2013 – Present
 AssistCustomerviatelephone,email,andin-personal oronline withinquiriesorconcernsrelatedtoCityprocedures
and servicesbyaskingquestionstodetermine customerneeds;
 Greets,assists,andprovidesdirectiontovisitors/customers;
 Operatesatwo-wayradioand dispatchesserviceunitsinresponsetocallsandcomplaints;
 Createsor accessesticketsinCityWorks,entersinformationoncustomerinquiriesorservice requestsandprovide
updatesandresolutionsonpreviouslycreatedtickets;
 Conductsresearch,usingavarietyof CityresourcesincludingFAQsand/oraknowledgebase system, to provide
customerswithanswerstoinquiriesorconcerns;
 Acts as liaisonbetweenthe customeranddepartmentstaff byfollowinguponcustomerrequestorcomplaintsand
solvingproblemsrelatedtoserviceissues;
 ProcessesrequestsforCityCouncil andotherdepartments;includingprovidingcustomersupportduringthe
assignment,monitoringandtimelyfollow upof requests;
 Maintainscomputerrecordsof incomingcalls,complaints,andresolutions;and
 Performsotherdutiesasassigned.
City of Alexandria,CitizensAssistance/OfficeofCommunicationsandPublic Information,Alexandria,VA
Receptionist/telephone operator October 2003 – January 2013
 Direct hire into the Alexandria Office of Citizen Assistance within six months.
 Performed typing, data entry, filing and other clerical duties.
 Listenedtocustomerrequests,answeredquestionsandprovidenecessary information.
 Operatedtelephoneswitchboardsandsystemstoadvance andcomplete connections,includingthose forlocal,long
distance,paytelephone,mobile,person-to-person,andemergency calls.
 Provided customerswithadditional informationregardingCityservices
 Providedrelayservice forhearing-impairedusers.

2.  Keptrecordsof callsplacedandreceived,andof relatedtoll charges.
Randstad North America,Alexandria,VA
Receptionist/telephone operator April 2003 – October 2003
 Assigned to the City of Alexandria Office of Citizen Assistance
 Performed typing, data entry, filing and other clerical duties.
 Listenedtocustomerrequests,answeredquestionsandprovidenecessary information.
 Operatedtelephoneswitchboardsandsystemsto advance andcomplete connections,includingthose forlocal,long
distance,paytelephone,mobile,person-to-person,andemergencycalls.
 Provided customerswithadditional informationregardingCityservices
 Providedrelayservice forhearing-impairedusers.
 Keptrecordsof callsplacedandreceived,andof relatedtoll charges.
EDUCATION
 High School Diploma, T.C. Williams Senior High School, Alexandria, Virginia (2001)