Samuel J.

Rojas
12201 Goodhill Road * Silver Spring, MD 20902 * sr10525fe@westpost.net

Versatile and results-driven Business Professional who has

exceeded all expectations and performance goals in every
employment endeavor seeking position in Banking / Finance
industry
SUMMARY OF QUALIFICATIONS
* More than 11 years of successful experience serving in
diverse professional roles within high-expectation
environments involving customer service, business
management, sales management, accounting, team
leadership, and collections.
* Recipient of multiple awards from employers for
superior customer service and demonstrating a positive
corporate image.
* Utilize critical-thinking skills to perform various
challenging business functions and well qualified for
customer service management, administrative support
roles, and back-end office operations within finance
and banking industry.
* Confident team player who learns new material quickly
and always willing to assume additional responsibility.
* Extremely dependable with very few unscheduled sick
days or time off throughout entire career.
* Well organized and thrive in a fast-paced, high-volume
work setting where accuracy and detail counts.
* Exceptional rapport- and relationship-building skills
with team members, management, and the general public.
* Bilingual: fluent in English and Spanish with extensive
business experience working with culturally diverse
populations.
* Accounts Payable & Receivable
* Customer Service & Retention
* Project Management
* Conflict Resolution
* Negotiation Skills
* Multitasking
* Credit & Collection Operations
* Problem Solving / Resolution
* Data Entry
* Strong Leadership Skills
* High Degree of Integrity
* Detail & Deadline Oriented
PROFESSIONAL EXPERIENCE
Verizon, Silver Spring, MD 2004 - 2010
Bilingual Consultant for a leading global broadband and
telecommunications company.
Worked primarily with Spanish-speaking customers in
negotiating payment arrangements on Verizon residential
and business accounts. Reviewed client's payment history
and provided solution for payments within their financial
range, according to company guidelines.
* Won the 2008 Consultant Award of Excellence for
exceeding client expectations.
* Awarded the Outstanding Customer Experience Recognition
Award 12 times.
* Maintained one the highest percentages (78%) of kept
customer payments consistently out of 150 consultants.
URC / National Clearinghouse for Alcohol and Drug
Information, Rockville, MD 2000 - 2005
Bilingual Information Specialist / Crew Chief at
organization providing outreach on alcohol and drug
prevention / treatment.
Prepared and sent out drug and alcohol materials for
callers. Answered questions related to drugs and alcohol.
Researched and located substance abuse treatment centers
on computer database for clients. Supervised team of 10
employees and helped clients enroll for Medicare and
Medicaid services. Provided support for clients in
crisis and recovery from addictions. Provided
educational resources for government agencies such as
the National Institute of Health and National Institute
of Mental Health.
* Translated various publications from English into
Spanish and created a drug and alcohol information
library.
Comcast, Silver Spring, MD 1999 - 2000
Customer Account Executive for the largest cable operator
and home Internet service provider in the U.S.
Provided support via telephone for customers in resolving
technical issues. Sold upgrades and new services to
customers.
* Received recognition for maintaining high customer
retention rate 8 times.
Cable TV Montgomery, Rockville, MD 1999
Sales Representative for cable company that was acquired
by Comcast.
Sold new services to customers as well as product upgrades.
Resolved technical issues for customers.
* Achieved the highest sales volume for 2 consecutive
months out of 11 bilingual sales representatives.
EDUCATION & PROFESSIONAL DEVELOPMENT
Montgomery College, Rockville, MD
Completed 47 Credits in General Studies and Psychology
Customer Financial Services Residence to Business Training,
Verizon
The Customer-Driven Organization, NetLearn
Receivable Management Call Center Initial Training, Verizon
Supervisor and Development Training, NCADI
Interpersonal Communication: Telephone Skills, NetLearn
Samhsa Matrix Counselors Crisis Training, NCADI
COMPUTER SKILLS
Microsoft Office, C++, Lotus Notes, Windows, Internet
Research