Teresa J. Munoz has over 10 years of experience in customer service, sales, and technical support roles. She has a strong educational background with an A.A.S. in Criminal Justice from Bryant and Stratton College, where she graduated with high honors. Her resume demonstrates experience assisting customers with technical and billing issues at Sutherland Global Services, enrolling applicants in healthcare plans, and providing customer service and sales for various companies. She is proficient in Microsoft Office programs and has strong communication, organizational, and teamwork skills.

1. Teresa J. Munoz
374 Alexander Street Apt. 1
Rochester, New York 14607
585-635-5277
TeresaJMunoz@gmail.com
EDUCATION:
Bryant and Stratton College, Rochester, New York
A.A.S. Criminal Justice, Final GPA 3.8
Graduated: December 17, 2011
 Dean’s List – Fall 2009, Winter 2010, and Fall 2010
 Academic Achievement – Spring 2011 and Fall 2011
RELATED COURSES / SKILLS:
 Computer Skills: MS word,
Excel and PowerPoint
 Internet Navigation
 Investigations
 The Court System
 Criminal Procedures
 Criminology
 Written / Oral Communication
 Organized
 Team-Oriented
 Customer Service Experience
EXPERIENCE:
Sutherland Global Services Rochester, NY February 2015 – Present
Customer Care / Technical Support for ATT/PCM
 Answers inbound / outbound call regarding billing and technical support issues.
 Verifies identity of customer through INFOSEC protocol.
 Assists customers with rebooting modems and receivers when needed.
 Assists other agents with technical support, billing, or training support as needed.
 Assists management in recognizing strengths and weaknesses of other agents and
make suggestions on how to better assist the agent in adapting to the program.
Healthcare National Marketing New Port Richey, FL January 2014 – April 2014
Customer Service/ Data Entry/Sales August 2014 – December 2014
 Verified applicants’ identity and application information.
 Entered healthcare applications into Healthcare.gov website.
 Completed enrollments processes per lead’s instructions.
 Tracked and recorded all enrollments, completed and documented all other
application issues, reported those serious issues to management.
 Received Inbound calls/made Outbound calls in regards to Healthcare open
enrollment and Dental plans available.

2. Enterprise Marketing, LLC Hudson, FL March 2013 – November 2013
Sales Representative
 Answering inbound calls regarding various products advertised on TV
 Take orders to meet or exceed sales goals
 Complete proper order documentation forms
 Assist other agents as needed
CallVista Rochester, NY March 2012 – August 2012
Customer Service Representative
 Placed calls to perspective students
 Provided information about online / campus courses available
 Completed proper documentation for students to be contacted
 Helped students identify their specialized fields of study
Rochester Police Department Animal Services, Rochester, NY September 2011 –
January 2012
Criminal Justice Intern
 Answered inquiries via telephone or in person
 Retrieved messages and return calls
 Filed proper documentation for adopted, surrendered, or captured animals
 Entered citations, medical history, and owners’ records into the company database
 Assisted with cage and kennel changes of animals housed inside the facility
Sutherland Global Services, Rochester, NY December 2005 – July 2011
Technical Support/Sales Consultant
 Explained services to new customers and completed sales transactions accordingly
 Assisted customers’ with solving the most common connectivity issues
 Documented all incoming calls including information on complaints and resolutions
 Trained newly hired employees as needed