Laura Fernandez 810 Mayford St. Houston, TX 77076 laura_fernandez_74@yahoo.com 832-741-1085 cell#

Objective:

Customer Service Representative with 20 years plus experience, offering customer support in high volume call center or virtual call center environments. 3 years experience in Records Retrieval and customer/client satisfaction. Ability to build productive relationships, resolve complex issues, and win

customer/client loyalty as well. SUMMARY OF QUALIFICATIONS

Call Center Customer Service MS Word Office/Excel MR8 Software Management/ Supervision Food/Bev/Hospitality Evictions/Writs Sales/Marketing Cash Handling/Deposits Collections

General Office Data Entry Inventory Control EMPLOYMENT HISTORY Republic Services, Inc. March 2, 2015 to Present Houston, Texas

Expeditor • Inbound/Outbound Customer Service Rep communicating with various facilities to retrieve

records/legals for various Law Firms. Estimating at 65 + calls a day and estimating 40 records a

week or more. • Problem resolving such as subpoena rejections, status & close and fee approvals for law firms, to

obtain necessary records/ sensitive records from various facilities while following HIPAA Laws.

Familiar with Texas Civil Codes and legal papers utilized to obtain records. • Word/Excel & MR8 Software Experience, detail oriented with organization of records to be

forwarded to production/billing, either manually or in pdf files. Ability of completing tasks and

meeting daily, weekly & monthly quotas. General office duties such as manual faxes, voicemails, emails and incoming/outgoing mail. As well as handling incoming/outgoing mail and/or Fed-Ex shipping & receiving, setting up notary pick-ups.

Stratos Legal March 2014- Oct. 2014 Houston, TX

Expeditor • Inbound/Outbound Customer Service Rep communicating with various facilities to retrieve

records/legals for various Law Firms. Estimating at 65 + calls a day and estimating 40 records a

week or more. • Problem resolving such as subpoena rejections, status & close and fee approvals for law firms, to

obtain necessary records/ sensitive records from various facilities while following HIPAA Laws.

Familiar with Texas Civil Codes and legal papers utilized to obtain records. • Word/Excel & MR8 Software Experience, detail oriented with organization of records to be

forwarded to production/billing, either manually or in pdf files. Ability of completing tasks and

meeting daily, weekly & monthly quotas. • General office duties such as manual faxes, voicemails, emails and incoming/outgoing mail. As

well as handling incoming/outgoing mail and/or Fed-Ex shipping & receiving, setting up notary

pick-ups.

Keais Records Service March 2012 to March 2014

Houston, TX CSR/Expeditor/Tier 2

• Inbound/Outbound Customer Service Rep communicating with various facilities to retrieve records/legals for various Law Firms. Estimating at 80 + calls a day.

• Problem resolving such as subpoena rejections, status & close and fee approvals for law firms to obtain records/ sensitive records from various facilities while following HIPAA Laws. Familiar with Texas Civil Codes and legal papers utilized to obtain records.

• Word/Excel & Software Experience with MR8 and organization of records to be forwarded to production & billing either manually or in a pdf files.

• General office duties such as manual & computer faxes, voicemails, emails and

incoming/outgoing mail. • Provided services with the ability to work from home and completing tasks and meeting daily,

weekly & monthly quotas.

Mammoth Cleaning Services January 2011- March 2012 Kingwood, Texas

Account Quality Assurance Manager • Organize supply room, replenish and order supplies as needed from various vendors. • Inbound Customer Service & Outbound Telemarketing during down time.

• Estimates & scheduling of detail & general residential cleanings. • Estimates & Bidding of commercial facilities, creating work scopes and employees scheduling

with MS or Excel Spreadsheets.

• Post job ads on internet for residential/commercial jobs & back up employees. • HR- Interview, hire, & fire (pull teams out of accounts, train new crew members). • Manage small teams for daily, weekly & weekend assignments.

EDUCATION GED Diploma - Dallas, TX