Neddie Ildefonzo has over 15 years of experience in office administration, customer service, and management. She has a strong background in MS Office applications and data entry skills. Currently she is a Client Relations Supervisor at CTS LanguageLink where she supervises a team and handles all customer service and account management. Previously she held roles with increasing responsibility at CTS LanguageLink and Sonitrol of SW Washington in customer service, operations management, and central station supervision.

1. Neddie Ildefonzo
1110 Y Street
Vancouver, WA 98661
360-609-5733
bingohatesketchup@gmail.com
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Objective
Obtain a rewarding career that will allow me to utilize the skills I have gained through my education,
work experience, and training to reach my fullest potential.
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Skills and Qualifications
MS Word Filing Self starter
MS Excel Payroll Team player
MS Access Invoices Quick learner
Windows 95 Inventory Detailed oriented
Ten-key 180 spm Scheduling Strong multitasking
Data entry 60 wpm Purchase orders Committed to excellence
Document formatting Customer service Thrives under deadline pressure
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Education and Training
Clark College Corporate & Continuing Education 2013
Excel Formulas, Functions & Pivot Tables
MAP Basic Training 2010-2012
Online Leadership Development Training
Leadership Training, Portland, OR 2009
SkillPath Seminar on Coaching and Teambuilding Skills for Managers and Supervisors
Customer Service Phone Etiquette Training 2008
Online Training for Customer Service Phone Etiquette
Clark College, Vancouver, WA GED 2005
General Education Diploma
Business Computer Training Institute, Vancouver, WA Certificate 1999
Certificate in Office Automation
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Experience
CTS LanguageLink, Vancouver, WA 2012-Present
Client Relations Supervisor; supervise and lead the Client Relations team responsible for: handling all
incoming customer calls related to Client Relations & Quality Assurance, working directly with all
necessary departments to communicate and handle customer feedback and complaint resolution, tracking
all customer feedback and complaint resolution in CRM database, responsible for all new client account
activations and customer training sessions and presentations, maintain and update client database, and
coordinate with all departments to ensure overall quality and customer satisfaction.
CTS LanguageLink, Vancouver, WA 2009-2012
Customer Service Team Lead; perform all duties of a Customer Service Representative while also
performing the following duties: leading a team of 9 agents, responsible for answering questions and
providing support to the CSR agents, perform quality assurance checks of all appointments taken in and

2. filled to verify that the company is profitable, researching to provide accurate information for
Management, provide training to new hires, provide ongoing training for CSR agents, writing procedures,
procedure updates, decision making, monthly agent reports to manager, and assisting with all aspects in
the hiring of new personnel.
CTS LanguageLink, Vancouver, WA 2007-2009
Customer Service Representative; answer calls and coordinate job requests for customers providing
telephone customer support services by performing the following duties: take incoming calls from
customers needing interpreters for appointments, answer multi-line phone system, data entry of job
request information, coordinating to fill assignments and provide interpreters with all needed information
for assignments, complaint resolution and various other customer service duties.
Sonitrol of SW Washington, Vancouver, WA 2006-2007
Central Station Supervisor/Manager; oversee all aspects of Central Station to include: ensuring all
Central Station equipment is functioning properly, supervision of 9 operators, employee schedules,
employee time sheets, schedule all service appointments for 4 technicians, hiring personnel, training staff,
tracking RMR for company, final review of all contracts and addendums, ordering supplies, programming
alarms systems, tech support for customers, research accounts, support sales staff, manage customer
accounts, and all Central Station Operator duties.
Sonitrol of SW Washington, Vancouver, WA 2004-2006
Central Station Operator/ Customer Service Specialist; answer phones, monitor alarms, translate
signals, dispatch proper authorities, make changes to customer accounts, trouble shoot with customers,
generate and submit monthly reports for the City of Camas Operations Center and City of Washougal
Operations Center, filing and data entry.
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References available upon request