CRISTINA MORALES
Manassas,VA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the home building industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Senior Customer Care Associate
NVR Inc
Reston, VA
07.2017 - Current
- Assist homeowners and field managers with warranty related concerns
- Manage high volume inbound and outbound customer service calls with tact and professionalism
- Developed rapport with customers based on handling difficult issues with professionalism and clarifying warranty
- Manage and respond to customer service issues, responding to email claims, processing online submissions and recording detail requests through internal database system and excel
- Use Call Sweet Live to monitor queue
- Developed and manage online web team to enhance the quality of customer service
- Assist in training new associates
- Assist the sales team with Spanish translations for prospect homeowners and obtaining details to best guide them on their needs or wants.
- Translate blue prints and construction documents from English to Spanish
- Handle Spanish sales and escalation calls
Hair Stylist/ Shift Manager
Hair Cuttery
Manassas, VA
11.2015 - 07.2017
- Provided customer with thorough consultation and Wow service
- Assisted in salon activities such as staff meeting and promotions
- Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth
- Trained and mentor new employees to maximize team performance
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
- Adhered to company standards and compliance requirements for operations and cleanliness of all areas
- Assisted with supervising inventory cycle counting processes, including accounting and surplus records, product damages and product returns
Administrative Assistant
Evans Construction, LLC
Chantilly, VA
09.2016 - 01.2017
- Performed general office duties, including routing telephone calls and messages to appropriate staff
- Assisted with Quick book entries
- Assisted with invoices and tracking progress on project
- Created, managed all files created new sub-contractors packets and obtained proper paper work for projects to start
- Drafted professional business memos, letters and marketing to support business objectives and growth
Lead Customer Service Representative
Professional Warranty Corporation
Chantilly, VA
05.2005 - 05.2016
- Provided primary customer support to internal and external customers in fast-paced environment
- Answered a multi- telephone line and respond to queries in a warm and professional manner
- Performed data entry in company system to provide builder approval numbers
- Generated acceptance letters for mortgage loan insured closings and upon closing/settlement provided purchaser, on builder's behalf, warranty documentation implementing the insured ten-year protection plan
- Responded to emails and faxes on a timely manner
- Assisted in revision process for warranty forms prior to mailing out
- Prepared and mailed out monthly outstanding letters to builders
- Cross-trained and assisted as back-up to receptionist
Education
Cosmetology
Heritage Institute
Falls Church, VA2009
High School Diploma -
Westfield High School
Chantilly, VA2006
Skills
- Data analysis and processing skills
- Strategic planning
- Efficient multitasking
- Time management
- Lead prospecting
- Relationship/team building
- Bilingual Spanish/ English
- Customer support
- Problem solving strength
- Staff Training
Timeline
Senior Customer Care Associate
NVR Inc
07.2017 - Current
Administrative Assistant
Evans Construction, LLC
09.2016 - 01.2017
Hair Stylist/ Shift Manager
Hair Cuttery
11.2015 - 07.2017
Lead Customer Service Representative
Professional Warranty Corporation
05.2005 - 05.2016
Cosmetology
Heritage Institute
High School Diploma -
Westfield High School