CCC One, NextGen, CIS Group (Navigator), Auto Rental Management System (ARMS)
Gene Moreno
Houston,TX
Summary
Accomplished CCO Corporate Trainer well-versed in developing solutions and implementing positive changes to achieve sustainability and growth in challenging market conditions. Adept at building and strengthening both employee and customer relationships. To seek and maintain full-time position that offers professional challenges, utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
8
8
years of professional experience
Work History
CCO Corporate Trainer
Allstate
09.2022 - Current
- Enhanced customer satisfaction by implementing effective communication strategies to new and existing associates by resolving issues promptly.
- Increased efficiency by developing new associates with new and updated material
- Reduced churn rate with targeted retention initiatives focused on improving customer experience.
- Oversaw development of new associates to increase brand awareness and drive customer engagement.
- Coordinated company-wide training programs to improve employee skills and enhance overall performance.
- Implemented data-driven work flow tool processes, leveraging analytics tools for informed business insights.
- Established culture of excellence in customer service by setting clear expectations and providing ongoing support to staff members.
- Successfully managed crisis situations involving customers or employees, implementing necessary corrective actions swiftly.
- Engaged positively with staff and leadership colleagues, soliciting and encouraging feedback and collaborative spirit.
- Cultivated forward-thinking, inclusive, and performance-oriented business culture to lead industry in innovation and push progress.
- Reviewed individual performance and worked with leadership to improve processes, procedures, and practices.
- Coached and guided both new and senior associates to improve employee job satisfaction and achieve higher performance levels.
- Implemented strong training techniques to promote team cohesiveness and streamline overall workflow.
Auto Claims Specialist
Allstate
03.2022 - 09.2022
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry.
Customer Service Manager
Beautiful Minds Music Studio
01.2016 - 12.2018
- It was my privilege while CSM at Beautiful Minds Music Studio to be a part of the following
- Managed work flow to exceed quality service goals.
- Enhanced internal and external customer satisfaction.
- Met all customer call guidelines including service levels, handle time and productivity.
- Scheduled appointments with Qualified professionals to handle specialized customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Interact with new clients and potential clients
- Work with multiple age groups ranging from 6yrs - 50yrs
- Discussing programs available and best suited for clients needs
- Daily office duties and general clean up of facility
Education
Some College (No Degree) - Cognitive Psychology
Palo Alto College
San Antonio, TXHigh School Diploma -
John Jay High School
San Antonio, TX06.1994
Skills
- Customer relations
- Effective problem solver
- Skilled trainer
- Customer service
- Team leadership
- Customer-focused
- Flexible and Adaptable
- Verbal Communication
- Decision-Making
- Remote Office Availability
- Good Telephone Etiquette
- Teamwork and Collaboration
- Analytical and Critical Thinking
- Written Communication
Accomplishments
- United States Marine Corps (Active Duty), 1994, 1998
- InActive Ready Reserve United States Marine Corps, 1998, 2002
Software
Timeline
CCO Corporate Trainer
Allstate
09.2022 - Current
Auto Claims Specialist
Allstate
03.2022 - 09.2022
Customer Service Manager
Beautiful Minds Music Studio
01.2016 - 12.2018
Some College (No Degree) - Cognitive Psychology
Palo Alto College
High School Diploma -
John Jay High School
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