Joali Moreno
Ft. Washington,MD
Summary
10+ years of professional consultant experience in building and maintaining client relationships and providing high levels of service with professionalism and a keen eye for detail. Experience includes security operations for a public safety division, technical support for security access systems, cellular electronics, retail sales and administrative support in an office setting. Exceptional communication skills including written and verbal communication and listening skills. Significant strengths are in digital marketing, sales and business analyst, quality improvement, administrative consulting, social media promotions and financial management. Highly involved, detail-oriented, goal-driven and people focused consultant with a proven track record to driving leadership brands in highly competitive markets.
Overview
10
10
years of professional experience
Work History
Sergeant- Communications Operator
Metropolitan Protective Services
08.2023 - Current
- Received incoming calls and paged individuals and departments over PA system.
- Monitored over 100 cameras, emergency alarms, and other dispatch related computer programs.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Gathered customer information and promptly input data into computer system.
- Provide excellent customer service to guest, residents, and employees of property.
- Conduct and maintain inventory of equipment.
Client Services Specialist
Kastle Systems
09.2019 - 05.2023
- Responsible for troubleshooting and resolving issues including, but not limited to, card programming, building schedule programming, accounting, user account management, and access controls.
- Perform due diligence on fulfilling service requests for clients via CRM, direct calls, and emails.
- Reliable source of information and guidance for colleagues and other departments with various processes and projects.
- Prepare and distribute detailed occupancy, attendance, and personnel reports for multiple locations.
- Provide monthly, quarterly, and annual reports to stakeholders on organizational and technical accomplishments.
- Draft responses to proposals, pitches, and conduct market research on each opportunity to ensure strategic, customized, and tailored response.
- Track new and existing client opportunities in firm's customer relationship management software.
Technical Consultant & Business Analyst
Asurion
04.2017 - 09.2019
- Provided strategic advice and guidance to counterparts in assigned issue areas.
- Served as client liaison for claims department by answering client inquiries about repair s, deductibles, and additional, services provided by company.
- Evaluated client issues and initiated repair orders to ensure clients' concerns were resolved via on-site or off-site repair.
- Inspected off-site repaired devices to meet or exceed department standards and process repair escalations, when needed.
- Assisted with weekly and monthly inventory counts.
- Researched and built campaign solutions, including overall branding to ensure campaign execution meets clients expectations.
- Provided full visibility into sales pipeline and accurate revenue forecasting.
- Conducted real-time customer relationship management (CRM) tracking and updating of all clients with use of numerous technical software.
Retail Consultant Specialist
Sprint
09.2013 - 04.2017
- Prospected customers for sales opportunities in store, via external events, or Salesforce calls.
- Shared knowledge on company billing processes and explained to customers as needed.
- Assisted in initial account and device set-up including migrating customer information.
- Consistent sales leader by selling products fit to customers’ needs, including additional services like insurance and accessories packages.
- Exceeded monthly goals including phone sales, customer service survey scores, new contract activations and minimizing churn rates.
- Monitored personal metrics daily/weekly/monthly/quarterly to measure success and exceed assigned sales and productivity goals.
- Committed to company provided training material regarding product knowledge, store operations and performance goals.
- Supported management with system processing and inventory control.
- Supervised and trained new hires in all software and company procedures.
- Participated in and coordinated attendance at trade shows, conferences, and conventions; deliver presentations in group seminars, provide relevant conference updates, advance business goals at industry events, and travel when needed.
- Coordinated promotions and products to clients to increase revenue.
- Implemented improvements to increase efficiency and enhance quality of work.
Administrative Assistant
Law Office Of Claudia Flower
11.2015 - 10.2016
- Managed and assign tasks to communications team to ensure outreach deliverables are on time to client.
- Lead, prepare, and present written reports and analytical data to clients and stakeholders.
- Processed initial client intake, collected relevant and sensitive information for each case, and performed administrative duties as necessary.
- Collected and processed client payments, corporate invoices, and transactions.
- Answered phones, took messages, and answered all routine and non-routine questions. Worked in cooperation with other staff to cover phones.
- Developed related media materials including, but not limited to, press releases, email campaigns, blog pieces, social media content and more.
- Researched, wrote, edited, and proofread technical documents and convert information into clear concise language.
- Maintained executive's appointment schedule by planning and scheduling meetings, conferences, teleconferences, and travel.
- Performed variety of clerical duties including, but not limited to: general correspondences, memos, charts, tables, graphs, and other business documents. Proofreads copy for spelling, grammar, and layout.
Education
Associate of Science - Business Administration
Prince George's Community College
Upper Marlboro, MD12.2023
Skills
- Bilingual (English & Spanish)
- Marketing research and case consulting
- Computer Skills: Microsoft Office Suite, Microsoft Word, WordPress, Excel, Access, Outlook, PowerPoint, SharePoint, social media,
- Salesforce, email marketing integration, Microsoft AX, Microsoft CRM Dynamics
- Writing and editing proposals, briefings, memos
- Editing, Budgeting, Branding, Proprietary Databases, Data Gathering and Analysis
- Strong interpersonal skills
Timeline
Sergeant- Communications Operator
Metropolitan Protective Services
08.2023 - Current
Client Services Specialist
Kastle Systems
09.2019 - 05.2023
Technical Consultant & Business Analyst
Asurion
04.2017 - 09.2019
Administrative Assistant
Law Office Of Claudia Flower
11.2015 - 10.2016
Retail Consultant Specialist
Sprint
09.2013 - 04.2017
Associate of Science - Business Administration
Prince George's Community College
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