Cristina Moreno Cardona
Kissimmee,FL
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, as demonstrated at Tigoune Telecommunications. Skilled in call center operations and conflict resolution, I excel in reducing wait times and improving resolution rates. Achieved a high satisfaction rating through effective problem-solving and active listening, underscoring my commitment to excellence in customer service. Conscientious about managing customer concerns to last detail. Top-notch abilities in servicing accounts, processing payments and scheduling appointments. Experienced in accurately completing complex paperwork to support customer needs. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Responsive and engaging Human Resources Assistant skilled in supporting employees and managers with diverse HR needs. Expert with word processing, database and benefits administration software. Focused on keeping systems updated and facilitating positive employee relations. Focused professional with strong background in employee relations and payroll processing. Offers good organizational and communication skills and knowledgeable in applicable laws and regulations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
2
2
Languages
7
7
years of post-secondary education
Work History
Customer Service Advisor
Tigoune Telecommunications
11.2016 - 12.2018
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Maintained and managed customer files and databases.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Human Resources Assistant
Remington University
01.2017 - 11.2017
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Answered and redirected incoming phone calls for office.
- Organized new employee orientation schedules for new hires.
- Administered compensation, benefits, and performance management systems at direction of supervisor.
- Processed employee termination paperwork at direction of supervisory staff.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Coordinated employee training programs to promote professional development and skill enhancement.
- Coordinated employee training programs to improve productivity and performance.
- Participated in recruitment and selection process for new hires.
- Checked references for potential candidates.
Call Center Advisor
MULTIENLACE COLOMBIA
01.2009 - 11.2011
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Contributed to team success by consistently meeting or exceeding performance targets.
- Worked closely with other departments to resolve any interdepartmental issues affecting customer experiences negatively.
- Utilized various software tools to efficiently track customer interactions and maintain detailed records of each call.
- Managed high call volumes, maintaining professionalism under pressure while providing accurate information.
- Responded to customer calls and emails to answer questions about products and services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
HUMAN RESOURCES ASSISTANT - Human Resources Development
SENA
COLOMBIA12.2017
CUSTOMER SERVICE AND SALES -
SENA
COLOMBIA12.2006
High School Diploma -
Liceo San Cristobal
COLOMBIA 01.1998 - 12.2004
Skills
- Call center experience
- Customer Relations
- Call Center Operations
- KPI Monitoring
- Schedule Management
- Training programs
- Dispute Resolution
- Work Order Preparation
- Microsoft Excel
- Documentation
- Data Collection
- Microsoft Outlook
- Administrative Support
- Customer Service
- Conflict Resolution
- Sales expertise
- Active Listening
- Computer Proficiency
- Data Entry
- Client Relations
- Call Management
- Multi-line phone talent
- Conflict Management
- Employee Relations
- Human resources administration
- Background Checks
- Recruitment
- Talent management
- Microsoft Office
- New Employee Orientation
- Generating Reports
- Employee Interviews
Languages
Spanish
Native or Bilingual
English
Limited Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Software
Office
Work Preference
Work Type
Full TimePart TimeWork Location
RemoteOn-SiteImportant To Me
Company CultureWork-life balanceCareer advancementPaid time offPaid sick leaveHealthcare benefitsPersonal development programsWork from home optionInterests
Family and sports
Quote
Almost everything worthwhile carries with it some sort of risk, whether it’s starting a new business, whether it’s leaving home, whether it’s getting married, or whether it’s flying into space.
Chris Hadfield
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
Timeline
Human Resources Assistant
Remington University
01.2017 - 11.2017
Customer Service Advisor
Tigoune Telecommunications
11.2016 - 12.2018
Call Center Advisor
MULTIENLACE COLOMBIA
01.2009 - 11.2011
High School Diploma -
Liceo San Cristobal
01.1998 - 12.2004
HUMAN RESOURCES ASSISTANT - Human Resources Development
SENA
CUSTOMER SERVICE AND SALES -
SENA
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