DAVID MORA
El Paso,TX
Summary
Skilled Leader with 8 years of experience in retail customer service and management. Partners with sales and accounts receivable teams to drive repeat customers and help organizations meet profitability goals. Accomplished trainer and employee mentor
Diligent with solid background in customer care, known for resolving complex issues and enhancing client satisfaction. Proven track record in managing customer interactions and maintaining high standards of service quality. Demonstrated expertise in problem-solving and effective communication.
Overview
11
11
years of professional experience
Work History
Customer Care Specialist
American Momentum Bank
08.2022 - 03.2024
- Resolved customer inquiries through multiple communication channels, ensuring high satisfaction levels.
- Trained new team members on company policies and customer interaction standards.
- Collaborated with cross-functional teams to enhance product knowledge and service delivery.
- Implemented feedback mechanisms to improve service processes and address customer concerns effectively.
- Provided customers with detailed information on company products, services and materials.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Responded to customer inquiries via phone, email and web-based platforms.
Sales Associate
Mandalay Bay
07.2021 - 04.2022
- Developed product knowledge to assist customers in selecting appropriate merchandise.
- Maintained store presentation standards to enhance customer shopping experience.
- Processed transactions efficiently, ensuring accuracy and customer satisfaction.
- Collaborated with team members to achieve sales targets and improve service delivery.
Guest services lead
Pilot Travel Center
09.2019 - 05.2020
- Monitored guest traffic and pulled in back-up cashiers to keep wait times within optimal levels.
- Oversaw work of cashiers, including monitoring performance and empowering with positive coaching.
- Stocked and replenished merchandise according to store merchandising layouts.
- Coordinated early-morning and mid-afternoon restocking to maintain front-end readiness for busy customer periods.
- Coached and offered assistance to team members experiencing difficulties performing duties.
- Responded graciously to guests' requests, displaying an attentive, courteous demeanor.
- Greeted residents and guests cordially when entering property.
General Manager
7-Eleven
06.2015 - 03.2019
- Managed performance of team members by conducting performance appraisals and recommending promotions.
- Supported back office procedures, including hiring and employment processes.
- Held associates accountable for meeting established operational guidelines, brand standards, customer service expectations, and company policies.
- Prepared payroll and maintenance budgets for corporate management approval.
- 2017 store manager of the month for best sales and inventory control
Assistant Store Manager
Kent kwik
02.2013 - 05.2015
- Assist store manager with daily operations
- Making the deposit and completing daily paperwork
- Coordinated and supervised activities of team members to consistently meet customers' needs.
- Built relationships with vendors and monitored supply chain to spot and correct deficiencies.
- Managed employees, scheduled shifts, determined and provided training needs, and conducted performance reviews.
Education
High School Diploma -
Parkland High
El Paso05.2007
Skills
- Customer service
- Communication
- Team workflow management
- Leadership
- Business operations
- Payment processing
- Quality assurance
- [Product or service] support
- Customer service excellence
Timeline
Customer Care Specialist
American Momentum Bank
08.2022 - 03.2024
Sales Associate
Mandalay Bay
07.2021 - 04.2022
Guest services lead
Pilot Travel Center
09.2019 - 05.2020
General Manager
7-Eleven
06.2015 - 03.2019
Assistant Store Manager
Kent kwik
02.2013 - 05.2015
High School Diploma -
Parkland High