Eugenia Ruiz is seeking an administrative position. She has over 10 years of experience in customer service roles, most recently as a CSR Lead and Technical Support Tier 1 at Page Plus Cellular from 2012 to 2014. She is proficient in Microsoft Office, fluent in Spanish, and will graduate with an Office Professional Diploma from Davis College in May 2016. Her externship at ProMedica Physicians Cardiology provided experience in their systems and assisting with projects. Ruiz has strong communication, problem-solving, and multi-tasking skills from her customer service background.

1. EUGENIA RUIZ
3146 Penrose Avenue
Toledo, OH 43614
419-381-0594
ruizeugenia@sbcglobal.net
QUALIFICATIONS AND SKILLS
 Proficientin Word,Excel,andOutlook 2013
 Fluentinwriting,readingandspeakingSpanish
 Exercise critical thinkingandgoodjudgmentin makingindependentdecisions
 Excellentself-managementskillsandabilityto prioritizeresponsibilities
 Generate andmaintaincustomerloyaltythrough the highestpossiblecommitmenttoquality
service standards
 Eager to learnnewtasksand applyknowledge of officeadministration
 Workingknowledgeof office technologyandmachines
 Prefertowork as part of a team;capable of workingindependently
EDUCATION
Davis College Toledo,OH
OfficeProfessionalDiploma
AnticipatedGraduation:May2016
PROFESIONAL EXPERIENCE
ProMedica Physicians Cardiology Toledo, OH 2016
Externship (February 22 – March 22 – 2 days a week)
 Completed 90 contact hours
 Learned the ProMedica System through observation and training
 Assisted with special and monthly projects
 Interacted professionally with staff and clients
Page Plus Cellular Holland, OH 2014 - 2015
Tear 3
 Providedleadershipandsupporttoa new foreigncall centerCSR'sinGuatemalaand Philippines
 Reinforcedtrainingandassistance tooverseasCSRLeadandTechnical Support(Tier1) bytalking
them through the process with customers’ issues.
 Provided step by step instructions to find information and tools needed.
 Filtered generated tickets requiring management's attention.
CSR Lead/Technical Support Tier 1 2012 - 2014

2. EUGENIA RUIZ
3146 Penrose Avenue
Toledo, OH 43614
419-381-0594
ruizeugenia@sbcglobal.net
 Cross-trainedtoutilizeabilitiesas CSRLeadand Technical SupportTier1 (intoone single
position)
 Managed issues with Port-ins and outs for customers’ phone numbers
 Assisted external and internal customers with handset programing, troubleshooting and other
technical support related to devise functions
 Resolvedticketsinvolvingcustomersconcernsoverthephone/onlinerelatedtotechnicalsupport
CSR Lead 2007 - 2012
 Providedonline andoverthe phone supportto internal andexternal customers
 Respondedtoescalationsthroughthe internal ticketingsystems-MOJOresolvingissuesthat
requiredsupervisor'sattention
 Resolvedcustomerscomplainsrelatedtoproductservice,customerservice,warranty,policies
by clarifyingthe complaint;determiningthe cause;selectingandexplainingpossiblesolutionsto
resolve issuesorcomplaints
 Utilizedknowledge of Page Plus Cellularpolicies andindividual specificcircumstancesinvolve to
provide efficientresolutiontothe issue underSupervisorslevel
 Escalatedqualityissues tothe properdepartmenttoensure customerservice satisfaction
CSR 2006 - 2007
 Providedphone supporttocustomers
 Demonstratedexceptional telephoneskills
 Maintainedtalkwraptime withina highvolume call centerperinternal systemrequirements
 Prefertowork as part of a team;capable of workingindependently