Hortencia Munoz
Dedicated Customer Service Team Lead with a proven track record in enhancing customer satisfaction and leading high-performing teams. Focused on adaptability and reliable problem-solving to drive service excellence.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Work History
Customer Service Team Lead
10 Years 10 Months- Led customer service team to enhance response times and improve overall satisfaction levels.
- Trained new staff on service protocols and best practices for efficient problem resolution.
- Collaborated with cross-functional teams to address customer feedback and optimize service processes.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
Office Operations Manager
17 Years 3 Months- Oversaw daily administrative functions, ensuring alignment with corporate objectives and compliance standards.
- Implemented new inventory management systems, improving accuracy in stock tracking and reporting.
- Developed training programs for staff, fostering professional growth and enhancing team performance.
- Assisted with recruitment efforts by screening candidates, scheduling interviews, and managing the onboarding process for new hires.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Interacted well with customers to build connections and nurture relationships.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Education
High School Diploma
Skills
Accomplishments
Worked as a temporary worker to an Office Operations Manager for a Fortune 500 company.
I have worn many hats. Started as Customer Service Representative , AR, AP, Payroll, quoting, spec building, and shipping and receiving.
I have 27+ years in corrugate. Always willing to learn more to achieve the same goal.