Kathleen Moreno
San Diego,CA
Summary
Knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Results-driven Call Center Supervisor known for high productivity and efficient task completion. Specialize in team leadership, customer service excellence, and conflict resolution. Excel in communication, problem-solving, and adaptability, ensuring smooth operation and quality support in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Assistant Store Manager
Jersey Mike's Subs
San Diego, California
08.2019 - Current
- Monitored progress by establishing plans, budgets and measuring results.
- Oversaw coaching and guidance of store employees to foster advancement in work operations.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
Call Center Supervisor
FTD
San Diego , California
12.2016 - 09.2019
- Implemented strategies to improve customer satisfaction levels.
- Ensured that agents complied with applicable laws regarding privacy protection.
- Managed escalated customer complaints, ensuring timely and effective resolution.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Facilitated communication between departments to resolve problems quickly.
- Resolved escalated customer complaints in a timely manner.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Provided guidance, training, coaching and mentoring to call center team members.
- Reviewed customer complaints to determine appropriate methods for resolution.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Barista
Starbucks
San Diego , California
12.2015 - 11.2018
- Input orders into point of sale system and handled customer payments.
- Developed and maintained relationships with regular customers, recognizing preferences and anticipating needs.
- Engaged with customers on social media platforms, responding to inquiries and promoting special offers.
- Created complex, hand-crafted beverages based upon customer preferences.
- Assisted customers with menu selection, offering recommendations based on personal preferences and dietary restrictions.
Education
High School Diploma -
San Diego High
San Diego, CA06-2010
Skills
- Call handling
- Complaint resolution
- Quality assurance optimization
- Call control skills
- Resolving issues
- Call center customer service
- Quality assurance controls
Timeline
Assistant Store Manager
Jersey Mike's Subs
08.2019 - Current
Call Center Supervisor
FTD
12.2016 - 09.2019
Barista
Starbucks
12.2015 - 11.2018
High School Diploma -
San Diego High