Trudy M.

Olmos
______________________________________________________________________
142 E. 13800 S.

* Draper, UT 84020 *

801-870-5229

Trudy.olmos@gmail.com

Profile:
Highly skilled Musician of 21 years well versed in Music composition and currently going
to Salt Lake Community College for a degree in Media Music. Some experience in ProTools with a strong passion for Audio and Video Games. Looking to obtain a position in
the video game industry to take my skill-set to the next level.
Professional Experience:
Cashier / Maintenance Crew
Assist Customers with checking out purchases and with customers returning

and exchanging products for customer satisfaction .

Answering incoming calls and helping customers with questions about certain
products we provide.
Sign up new and existing customers with our membership card so they can save
money with Petco and become loyal customers with Petco.
Make sure that the work area is always kept clean and organized.

Fraud Analyst / Customer Service Representative

Placed and received calls to customers to verify certain transactions made on
their accounts were authorized by the card holder.
Updated account information to make sure accounts stayed up to date. Setup
Delegates on accounts per primary card holders request to enable a third party
person to call on behalf of the primary card holder.
Placed temporary and permanent blocks / holds on customers accounts until
further contact could be made with customer about suspicious activity on
accounts.
Processed Lost and stolen reports on customers accounts and closed cards to
prevent further fraudulent transactions on their accounts.
Employment Recruiter
Placed outbound calls to previous employers to verify work history and ethics of
potential employee's. Processed over the phone applications and scheduled
appointments and transportation for employee's.
Explained requirements and benefits to potential employee's. Received inbound
calls from employee's and provided information concerning current positions
available and placed employee's on a waiting list for positions that were not yet
available.

Customer Service Representative / Technical Support

De-escalated customers by using strong communication skills and negotiation
using out-of-the-box solutions which enabled control of calls. This enabled me to
show that I'm an owner of the business by making decisions that benefit the
customers and Verizon Wireless.
Using strong selling skills has allowed me to excel either by reaching or
surpassing my monthly goals. Monthly requirements include selling new phone
upgrades, adding extra packages, upgrading customer's orders to include
accessories, and obtaining customer's under new contracts.
Troubleshooting cell phone errors to determine cause of problem then sending
out replacement equipment when needed. Provided solutions for cell site
outages, giving turnaround time and following up with my customer's to ensure all
problems are resolved.

Handling incoming / outgoing calls at Verizon Wireless allows me to manage

customer's accounts ensuring my customer's have the best pricing and features.
This enables me to show that I'm an owner of the business by making decisions
that benefit the customers and Verizon Wireless.
Boost Mobile Senior Coach / Customer Service Representative / Technical Support
Supervised team to ensure representatives were following call procedures.
Handled escalated calls to ensure the customer's problems were resolved.
Maintained a detailed log of problems and technical difficulties to inform our
SMEs ( Subject Matter Experts).
Provided assistance to representative to troubleshoot phones to determine if
there were tower outages. Then opened escalation forms to tier 2 for a specialist
to be sent to investigate the tower site.
Coached representatives on how to activate / reactivate boost mobile phones
and explain our prepaid services available.
Handled incoming / outgoing calls from boost mobile customers. Prevented
customers from wanting to speak with a supervisor by resolving their concerns.
Continually obtained 150% quality (highest quality possible) on all call monitors.
Emachine / Gateway Technical Support / Sales Representative
Registered new customer accounts. Provided Customers with step by step
instructions on how to get their computer connected and hardware installed.
Answered customers questions and concerns about new computers and
hardware.
Sold computer warranties, software packages, and computer equipment.
Ordered necessary repair parts for customers computers.
Walked customers through troubleshooting steps to resolve errors, technical
problems, and malfunctions. Setup replacement orders for towers, monitors, and
laptops to be sent in for repair or exchange.

DirecTV Entertainment Sales Consultant / Technical Support Tier 2

Answered incoming / outgoing calls assisting new and current DirecTV
customers. Made sure customers had the correct Entertainment package and
educated how to order paper views.
Reviewed customer's bills and provided explanations of charges. Issued credit
adjustments to customers accounts when charges were not correct and for
customer satisfaction when appropriate.
Supported customers, as a Tier 2 Technical Representative, by guiding
customers through troubleshooting DirecTV satellite receivers, realigning their
satellite dishes, and by setting up service calls for a specialist to visit the
customers for in home support.
Received recognition and an award for selling the most customers to the NFL
Sunday Ticket.

Work History:
10/2009 - 01/2013 Convergys
03/09 - 02/2010

Petco

09/08 - 01/09

AppleOne / Advanta Bank

10/07 - 12/07

C.R. England

07/07 - 10/07

Verizon Wireless

09/05 - 01/07

ACS ( Affiliated Computer Services)

03/05 - 08/05

Alorica

06/04 - 02/05

Convergys

Education:
11/13 Salt Lake Community College
Currently a full time student - Majoring in Media Music
01/07 Salt Lake Community College
One semester - General Studies and Culinary Arts.

11/03 Salt Lake Community College

One semester - General Studies
General Educational Development (GED)

Languages
Main : English
Second : French

Skills
Software Knowledge:
Pro-Tools, FL Studio, Cubase
Hardware Knowledge:
Pro-Tools, Korg Triton Pro Work Station, Proteous 2000 (effect processor) and Extreme
Lead.
Musical Instruments Skill-set:
Guitar, Piano, Trumpet, Drums