Summary
Overview
Work History
Education
Skills
Timeline
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Lucia Moreno

Katy,TX

Summary

Dedicated and self-motivated Customer Service Professional bringing forth valuable industry experience and passion for customer service. Experience in 10+ years in call center and face-to-face customer service. Experience in retail sales, tech support, administrative support and Hair expert. Enthusiastic to use my wealth and variety of experience to attain employment in a customer service role.

Overview

19
19
years of professional experience

Work History

Self Employed Hair Stylist

Sports Clips
Houston, TX
09.2021 - 10.2022
  • Consistently received positive performance reviews from guests.
  • Established a strong relationship with client base to generate long term business.
  • Cut, colored and styled clients’ hair with precision and expertise.
  • Sold and promoted hair care products and cosmetics.
  • Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
  • Increased sales 10% by analyzing customer hair care needs and recommending courses of action to boost sales.
  • Resolved guest complaints about service or style.
  • Counted and documented opening and closing cash amounts daily.

Call Center Representative

Cardtronics USA
Houston, TX
04.2007 - 09.2014
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Managed high levels of call flow and responded to 60 plus technical support needs on a daily basis.
  • Responded to customer calls and emails to answer questions about products and services.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality with ATM machines
  • Assisted Armored Service Technician with balancing amount of cash when loading ATM machines and recorded information.
  • Used ticketing systems to manage and process support actions and requests.

Bilingual Customer Service Representative

UnitedHealth Group
Houston, TX
10.2003 - 11.2005
  • Responded to over 90 calls per day in high volume call center
  • Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
  • Explained benefits to medicaid plan participants in easy to understand terms in order to educate each on available options.
  • Satisfied medicaid plan providers with eligibility and coordination of plan benefits and claim issues.
  • Delivered exceptional customer service on benefits issues through active listening, patience and prompt response with resolutions or actionable next steps.
  • Requested plan member materials, change of new doctor, medical cards, drug prescription coverage verification and transportation
  • Met customer call guidelines for service levels, handle time and productivity.

Education

Cosmetology Degree - Cosmetology

Paul Mitchell The School - Houston
Houston, TX
08.2015

Skills

  • Written and Oral Communications
  • Customer Support
  • Multitasking skills
  • Administrative and Office Support
  • Understanding Customer Needs
  • Call Volume and Quality Metrics
  • Calm and Professional Under Pressure
  • Perform well in high-demand, fast-paced environments
  • Retail Sales Customer Service
  • Bilingual English and Spanish customer support
  • Complaint Resolution
  • Technical and computer skills
  • Call Center Operations
  • Hair Salon Expert

Timeline

Self Employed Hair Stylist

Sports Clips
09.2021 - 10.2022

Call Center Representative

Cardtronics USA
04.2007 - 09.2014

Bilingual Customer Service Representative

UnitedHealth Group
10.2003 - 11.2005

Cosmetology Degree - Cosmetology

Paul Mitchell The School - Houston

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Lucia Moreno