Gisselle Moreno
Houston,TX
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Organizational professional with commitment to achieving results through meticulous attention to detail and effective multitasking. Known for fostering team collaboration and adapting to dynamic work environments. Proficient in scheduling, document management, and seamless project coordination.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Faneuil
Los Angeles, CA
12.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Assistant Customer Service Manager
Las Haciendas Mexican Grill
Webster, TX
07.2017 - 08.2024
- Assisted customers with inquiries, complaints and feedback.
- Monitored customer service performance against established standards.
- Conducted performance reviews for customer service staff.
- Resolved escalated customer issues in a timely manner.
- Trained new employees on company policies, procedures and practices related to customer service roles.
- Ensured compliance with industry regulations regarding customer relations.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Conducted weekly team meetings to discuss performance issues and provide feedback.
- Analyzed financial statements to identify areas of improvement or cost savings opportunities.
- Ordered supplies from vendors as needed while staying within budget guidelines.
- Adhered to all health department regulations regarding food storage and preparation.
- Provided exceptional customer service by anticipating guest needs before they arise.
- Collaborated with local businesses to create mutually beneficial partnerships.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Resolved and investigated complaints regarding service, food quality and accommodations.
- Updated computer systems with new pricing and daily food specials.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
Customer Service Representative
Dentist USA
Houston, TX
06.2020 - 12.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Resolved hardware-related issues such as improper display settings or malfunctioning keyboards.
- Assisted users with setting up their workstations, printers, scanners and other peripherals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Customer Service Manager
State Farm
Houston, TX
06.2018 - 11.2020
- Ensured high levels of customer contentment through excellent service.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Researched industry best practices in order to develop innovative approaches towards improving efficiency within the Customer Service Department.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Monitored phone calls to provide feedback and coaching.
- Explained benefits, features, and recommendations to maximize client retention.
- Organized client contracts, records, and reports to strengthen traceability.
Education
Associate of Applied Science - Dental Hygiene
Houston Community College
Houston, TX08-2026
High School Diploma -
Westside High School
Houston, TX05-2017
Skills
- Inter-department collaboration
- Research and due diligence
- Sales proficiency
- Training and mentoring
- Solutions planning
- Effective workflow management
- Budgeting and finance
- Skilled multi-tasker
- Superior computer skills
- Billing and filing
- Adherence to high customer service standards
- Excellent time management skills
- Bilingual
- Customer service expert
- Shipping, receiving, and warehousing
- Exceptional telephone etiquette
- Call center experience
Education and Training
true
Personal Information
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Faneuil
12.2024 - Current
Customer Service Representative
Dentist USA
06.2020 - 12.2022
Customer Service Manager
State Farm
06.2018 - 11.2020
Assistant Customer Service Manager
Las Haciendas Mexican Grill
07.2017 - 08.2024
Associate of Applied Science - Dental Hygiene
Houston Community College
High School Diploma -
Westside High School