Ana Moreno
Fort Worth,TX
Summary
Seasoned Team Leader Manager with a track record in driving team performance and productivity. Strengths include strong leadership, strategic planning, and communication skills combined with the ability to manage multiple projects and teams simultaneously. Notable success in streamlining processes, fostering positive culture, and implementing innovative solutions to meet business needs. promoting dynamic customer service, issue resolution and relationship building skills. Team work mentality as well as being a positive and encouraging role model to peers. Very goal oriented, highly professional, reliable and able to perform duties.
Overview
7
7
years of professional experience
Work History
Customer Service Solutions Supervisor
Portfolio Recovery Associates
FORT WORTH, Tx
04.2021 - Current
- Facilitated weekly team meetings to discuss progress, address challenges, and plan future activities.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Encouraged continuous learning and professional development within the team, facilitating external and internal training opportunities.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Analyzed business performance data to identify areas of strength and improve areas of weakness.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Conducted regular performance evaluations, providing constructive feedback and personal development plans.
- Produced thorough, accurate and timely reports of project activities.
- Utilized project management software to track team tasks, deadlines, and accomplishments.
- Developed and executed training programs to enhance team skills and knowledge, leading to an increase in efficiency.
- Ensured that deadlines were met by setting realistic goals.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Collaborated with other departments to ensure smooth operations.
- Implemented strategic team objectives aligned with company goals, increasing productivity.
- Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
- Promoted a culture of collaboration within the team.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Fostered positive employee relationships through communication, training, and development coaching.
Account Executive
Portfolio Recovery Associates
Fort Worth, USA
09.2019 - 04.2021
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals
- Secured payments by following up with customers which disregarded promise to pay
- Mentored new members on scripts, strategies and company information to maximize performance
- Maintain compliance with the company while on the phone with customers
Waitress, Hostess, and Cashier
Cristina's Fine Mexican Restaurant
Fort Worth, USA
02.2018 - 07.2019
- Maintained accuracy while handling payments, giving change and printing receipts to customers
- Greeted customers, answered questions and recommended specials, wine and desserts to increase profits
- Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales
- Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution
Education
High school -
castleberry high school
FORT WORTH, TX05.2018
Skills
- Customer service
- Accuracy
- Communication
- Interpersonal skills
- Multitasking
- Time management
- Adaptability
- Patience
- Diligence
- Negotiation
- Conflict resolution
Languages
- Spanish
- English
Timeline
Customer Service Solutions Supervisor
Portfolio Recovery Associates
04.2021 - Current
Account Executive
Portfolio Recovery Associates
09.2019 - 04.2021
Waitress, Hostess, and Cashier
Cristina's Fine Mexican Restaurant
02.2018 - 07.2019
High school -
castleberry high school