The document is April D. Atilano's career portfolio, which includes her mission statement, cover letter, resume, references, proficiencies, accomplishments, and a follow up letter. Her resume shows over 15 years of customer service experience working for companies like Volt Management Corp and Sitel. She has strong communication, problem solving, and technical skills. Her career focus is on obtaining a customer service, technical support, or IT position where she can utilize her experience and qualifications.

1. Career Portfolio
April D. Atilano

2. Table of Contents
• Mission Statement Slide 3
• Cover Letter Slide 4
• Resume Slide 5
• References Slide 6
• Proficiencies Slide 7
• Accolades Slide 8
• Follow-up Letter Slide 9
2

3. Mission Statement
To remember where I have been and where I will go through maintaining positive relationships with
family and friends. To choose the ethical way by making a personal commitment to honesty and
integrity. To find peacefulness within myself by looking inward while using my heart to guide my
dreams and desires, and my mind to pursue knowledge, creating balance among all of my obligations.
To content myself in my surroundings so I will always know where security lies within my life. To
build a reputation of being dedicated to every goal I choose to pursue while having successes in both
my personal and professional life. To enjoy every moment along this journey finding laughter, love,
and happiness with each day that passes.
3

4. 4
Dear Hiring Professional:
Please consider this letter of introduction as an expression of my interest in exploring career opportunities
with your organization. My résumé, outlining my qualifications, education, and professional experience, is
enclosed for your review and consideration.
As my résumé depicts, I have more than fifteen years of hands-on customer service experience and have
procured a successful track record of problem solving, communication, and decision-making expertise. My
former position with Volt Management Corp. has taught me the significance of clear communication and
friendly service. My duties have also endowed me with judiciousness and resolve in the face of difficult
system errors and client complaints. I demonstrated impeccable patience and maintained a professional
demeanor.
I have also worked as a Customer Service Representative for Sitel, where I successfully incorporated my
solid communication abilities to effectively interact with a vast team of people while simultaneously
building rapport with clients. These skills and traits have served me well in the past, allowing me to make
significant contributions to the achievement of business objectives and organizational goals. With a
copious cognizance behind me, I am confident I can do the same for you.
Confident I can be valued as an immediate and vital member of your team, I would welcome an
opportunity to speak with you to discuss your needs and the ways in which I can contribute. In the interim,
thank you for your attention, consideration, and forthcoming response.
Sincerely,
April D. Atilano
April D. Atilano
Customer Service Specialist
aprilwasson@outlook.com

5. April D. Atilano
Contact Info
2330 Nevada Ave. #907
Las Cruces, NM 88001
(575)495-1186
aprilwasson@outlook.com
https://www.linkedin.com/in/a
pril-atilano-aa311a128
Highlights/Qualifications
•Superior Customer Service
•Exceptional telephone etiquette
•Articulate, Patient and Diligent
•MS Office Proficiency
•Member of the VMC Employee
Relations Committee
•Formerly licensed cosmetologist
in the state of Texas
Education
Vista College
Las Cruces, NM
Information Technology
Current GPA of 4.0
Expected Graduation: September
2016
Tristate Cosmetology Institute
El Paso, TX
Cosmetology
First Place in First Annual
Tristate Hair Show.
Certified November 2010
Career Focus
Knowledgeable and qualified in the areas of Customer Service, Technical Support and Information Technology
through detailed higher education and various specialized occupations. Eager to obtain a position where I can maximize
my people oriented experience, communication skills and my problem analysis and problem solving abilities.
Professional Experience
General Dynamics Information Technology
Customer Service Representative
40 hours a week; August 29, 2012 – Present
Provide knowledgeable responses to escalated, high priority, or supervisor calls in a courteous and professional manner.
Responsible for productivity, quality, and timeliness of work in the completion of program and department tasks and goals.
Assist with side-by-side mentoring for new employees during and after training as needed.
Assist in monitoring and analyzing quality of all department work and recommend actions for improvement.
Maintain up-to-date knowledge of COB, COB-R, and MSP regulations and policies as they apply to inquiries handled by
the call center.
Assist in information reporting and development as needed.
Adhere to the Privacy Act and HIPAA laws and regulations as they relate to the confidentiality of information released.
Receive constructive feedback from supervisors.
Frequent internal contacts with Customer Service Managers, Call Center Supervisors, Lead Training Specialist, Operations
Representative, other Customer Service Reps, and other contractors and government personnel supporting the program.
May be required to work some GDIT holidays. Overtime may be required.
Regular and predictable attendance is required
Perform other related duties as assigned.
Volt Management Corp
Chat Technical Advisor
40 hours a week; November 26, 2012 – March 18, 2016
Provided real-time support via live chat to everyday users of Apple iOS devices.
Handled a large volume of chats with customers worldwide.
Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Displayed courtesy and great interpersonal skills with all customer interactions.
Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
Maintained composure and patience in the face of difficult customer situations.
Referred difficult issues to upper management while maintaining positive rapport with customer.
mo
5

6. References
6
Dorothy Sellers
Employee Relations Supervisor
Volt Management Company
506 S. Main Street
Las Cruces, NM 88001
(575) 405-8067
dsellers@vmc.com; dorothmysellers@gmail.com
Relationship: Former Supervisor at Volt Management
Corp
Eric Boehmer
Operations Manager
Volt Management Company
506 S. Main Street
Las Cruces, NM 88001
(575) 520-6847
eric.boehmer@iCloud.com
Relationship: Former Supervisor at Volt Management
Corp
Joseph Quirico
Training Manager
Volt Management Company
506 S. Main Street
Las Cruces, NM 88001
(575) 640-1839
jquirico@vmc.com
Relationship: Former trainer at Volt Management Corp

7. Proficiencies
7
• Exceptional Listener
• Communicator who effectively conveys
information verbally and in writing
• Computer/ Technical Listener
• Computer-literate performer with
extensive software proficiency covering
wide variety of applications.
• Adaptability
• Goal-driven leader who maintains a
productive climate and confidently
motivates, mobilizes, and coaches
colleagues to help meet high performance
standards.
• Interpersonal Abilities
• Proven relationship-builder with
unsurpassed interpersonal skills
• Articulate
• Confidently and effectively convey
information to bring clarity to others or
help add to the discussion.
• Managing Multiple Priorities
• Flexible team player who thrives in
environments requiring ability to
effectively prioritize and juggle multiple
concurrent projects.
• Multicultural Awareness
• Personable professional whose strengths
include cultural sensitivity and an ability
to build rapport with a diverse workforce
in multicultural settings.
• Organized
• Results-driven achiever with exemplary
planning and organizational skills, along
with a high degree of detail orientation.

8. Accomplishments
8
• Community Service with The Red Cross
• Assisted with remodel and grounds upkeep for a few months.
• Won first place at the first annual Tri-State Cosmetology Institute Hair Show
• Competed with 2 other pupils in a hair, nail, and makeup competition.
• Licensed by the TDLR for Cosmetology
• Successfully completed 1500 course and passed the Texas State Board Exam.
• Graduated from Vista College with a Diploma specializing in IT
• Completed the course with an A.
• Member of the Employee Relations Committee at Volt Management Corp
• Help build moral for the company by decorating and hosting contests.

9. 9
Dear Hiring Professional:
Thank you very much for the opportunity to interview for the position of
Customer Service Specialist today. I enjoyed speaking with and meeting
other members of the staff, and learning more about the business. I am very
intrigued by the position and am excited at the fortuity to join your team.
Given my skills and experience that align with the requirements of this role, I
feel that I can make a valuable contribution. During the interview they
mentioned that you need someone with strong communication skills which is
an aspect that I excel in and have extensive experience with; I have
maintained composure and exhibited patience in the face of difficult
customer situations.
Again, I appreciate your time and the chance to interview for such a
worthwhile position. I look forward to hearing from you soon. If there is any
additional information you need from me, I will be happy to promptly
provide it for you.
Respectfully,
April D. Atilano
April D. Atilano
Customer Service Specialist
aprilwasson@outlook.com