Caridad Moya
Pelham,NY
Summary
Knowledgeable and dedicated customer service professional with extensive experience in sales,Enrollment Services, and the Propane industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing client rapport. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
27
27
years of professional experience
Work History
Customer Relations Specialist
Suburban Propane
11.2022 - Current
- Enhanced customer loyalty by delivering personalized service and resolving issues efficiently.
- Improved sales abilities and product knowledge continuously to provide optimal service and achieve quotas.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels and handled time and productivity.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing, and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies, and services.
- Trained staff on operating procedures and company services.
- Followed through on all critical inter-departmental escalations to increase customer retention rates.
- Logged call information and solutions provided into the internal database.
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
- Communicated with customers to assess and address individual needs, providing timely and quality support via ADDS systems.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Staff Development Assistant
Berkeley College
09.2016 - 05.2022
- Work in close collaboration with the Senior Director of Enrollment Services and leadership team to form and develop a team
- Identify staffing needs and ongoing development
- Ensured compliance, customer service, and product knowledge training of all call center staff
- Updated training materials regularly to maintain relevance in an ever-changing industry landscape.
- Command on Microsoft Teams, Outlook email, and salesforces
- Evaluated employee performance, providing constructive feedback for professional growth.
- Monitor MS Teams schedule and attendance and request time off.
- Tracked employee progress throughout training programs, adjusting content based on participant feedback.
- Collaborated with department supervisors to identify talented employees and plan out paths for development and promotion.
- Created and implemented fundraising plans to encourage donations and distribute funding.
- Facilitated team-building activities to foster a positive work environment and improve collaboration.
Campus Visit Coordinator
Berkeley College
09.2012 - 09.2016
- Arrange for prospective students to atten Open Houses or one on one events.
- Regularly communicated with prospective students before their visits, ensuring they had all necessary information about their upcoming tour.
- Converted from Telescript to Salesforce
- Uses customer service techniques and call center phone skills.
- Collaborated with admissions staff to provide accurate information about academic programs and student life during campus visits.
General Manager
United Retail Group Inc. The Avenue Store
11.1996 - 01.2007
- Opened and closed store on a daily basis
- Development and execution of floor set at both corporate and store levels
- Controlled payroll within budget along with keeping expenditures under control
- Assisted Human Resources with roll-out of new policy.
- Developed and executed strategic plans for increased productivity, profitability, and overall business growth.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Reduced inventory losses to 1% or better
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Education
Associate in Applied Science Degree - Office Technologies
Plaza College
Jackson Heights, NY01.2011
Skills
- Medisoft,Medical billing and patient account software
- Medical Insurance and Terminology
- Office 365 MS Word, MS Teams, Power Point, & Excel
- NHA Certified Billing & Coding Specialist
- Salesforce
- Ring Central
- Remote Office Availability
- Telephone Etiquette
- Call Center Experience
- Customer Service
- Add's Energy
- Recordkeeping Strengths
Honors And Awards
- Trustees' List
- Alpha Sigma Lambda National Honor Society
- Sigma Kappa Delta National English Society
- Citizenship & Humanitarian awards
Timeline
Customer Relations Specialist
Suburban Propane
11.2022 - Current
Staff Development Assistant
Berkeley College
09.2016 - 05.2022
Campus Visit Coordinator
Berkeley College
09.2012 - 09.2016
General Manager
United Retail Group Inc. The Avenue Store
11.1996 - 01.2007
Associate in Applied Science Degree - Office Technologies
Plaza College
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