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The experience acquired during eight years has prepared me to understand companies’ direction, balancing business objectives with a total customer experience, through the assurance of high quality service and exceeding performance expectations.  

I would appreciate an opportunity to discuss how my experience will best meet your business needs. 

Work experience


Telephone Customer Service

Banco Popular de Puerto Rico
  • Balance and account information, credit cards, loans, credit lines, car rental and balances of the award-winning points.
  • Make payments, transfers between accounts, defaults and request photocopies of checks or bank statements.
  • Information and/or apply for products and services, verify credit decision.
  • Internet Banking Support Group.
  • Banco Popular Credit Card Services and information on investment products and retirements plans.
  • Service, claims or information.
Feb 2005Oct 2010

Human Resources Assistant

J & M Satellite, Inc.
  • Successfully led: the compliance of legal requirements, and the recruitment and selection process of personnel.
  • Actively led the role in the process of description and valuation of jobs.
  • Responsible to process and issue labor records and among other documents.
  • Excellent experience in handling various computer programs for the special administration of payroll and among other processes.
  • Responsible for addressing administrative matters related to the subsistence allowances for staff to the Department of Labor and other institutions.

Law Clerk

Montalvo Agency Collection
  • Diligently perform on time juridical research including electronic research.
  • Responsible to draft and write legal documents.
  • Responsible to obtain and organize on time legal evidence exceeding expectation.
Jan 2005Oct 2006

Selling and Cashiering

J & M Satellite, Inc.
  • Uses product knowledge to educate customers and assist them in making product selections that are right for them.
  • Meets daily, individual sales goals.
  • Maintains a positive, customer-focused attitude by active listening, understanding and responding to customer needs.
  • Maintains the visual appeal of the store.
  • Performs sales transactions through skillful use of computer and register systems.
Nov 2003Nov 2005

Baggage Service claims Agent

AMR/American Eagle
  • Determine service needs of customers, providing assistance with all baggage issues, including lost, damaged and pilfered luggage. This is accomplished by utilizing excellent probing telephone skills in acquiring information for inquiry resolution.
  • Act as a liaison between Customer Station and Claims Agent.
  • The position will also be responsible for on-hand baggage inventory/inquiries and computer file maintenance.
  • Provide telephone support to Customers and Stations relative to baggage service issues.
  • Evaluate and direct inquiries to the appropriate Agent and/or Station.
  • Develop solutions to baggage service inquiries and claim settlements.
  • The most important asset is the ability to be sympathetic and helpful to passengers who have lost their belongings.
  • Performs other duties as assigned.
Nov 2000Nov 2003

Airline Customer Service Agents

  • Airline Customer Service Agents have a variety of duties and often transfer or rotate to different areas of the airport as they assist customers.
  • Work at our hub airports and provide efficient, friendly service to all of our customers.
  • Promote and sell air travel with American Eagle and American Airlines.
  • Complete all necessary arrangements for accommodating passengers such as prepare itineraries, compute fares, issue refunds, prepare and issue tickets, check baggage, as well as collect excess baggage charges.
  • Escort passengers from the terminal to and from the aircraft ensuring a safe path at all times.  Additionally, complete all necessary arrangements for accommodating passengers with reservations, stand-bys, luggage, cabin availability and in-flight supplies.
  • Determine flight close-out time and prepare, complete and check various flight forms for accuracy.
  • Assist in checking in baggage or locating lost luggage.



Multi-tasking abilities
professionalism self motivation good work ethic positive mental attitude creative concern resolving skills efficient phone client support ability adaptation to a fast paced environment
Good written and oral communication skills (English and Spanish).
Computer experience
Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook. Strong computer skills, ability to learn new systems quickly. Typing 30 wpm.  
Credits in legal drafting and analysis
Electronic legal research training: LexisNexis and Westlaw
ADP (Pay Expert) Training