MARLEY MOREIRA
Loganville,GA
Summary
Experienced both in call center and interpersonal customer service environments, who exhibits a professional demeanor while providing superior service to customers. Skilled at overcoming customers objective by utilizing successful verbal and written communication. Able to rapidly gain product knowledge and work at a fast pace while multitasking.
Overview
16
16
years of professional experience
Work History
Property Manager
Wesley Apartment Homes
09.2013 - 09.2020
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Implemented cost-saving measures through efficient resource allocation and vendor negotiations, optimizing property financial performance.
- Negotiated favorable contract terms with vendors, resulting in reduced operating expenses without compromising on service quality.
Quality Control Analyst
CompuCredit Corporation
03.2005 - 10.2012
- Listened to calls either recorded live or side-by-side while communicating feedback.
- Encouraged good practices and discouraged bad ones.
- Identified calls failing to meet predefined standards and identified the problem.
- Implemented agent training and coaching initiatives.
- Understood the priority of the organization and evaluated call behaviors for regulatory compliance, cross-selling, and adherence to policy.
- Provided customer feedback and internal compliance feedback to management.
Education
Bachelor of Science - Criminal Justice
American InterContinental University
Atlanta, GA06-2008
Skills
- Bilingual (Fluent in Spanish and English)
- Resilient and Flexible
- 15 years of customer service experience
- Conduct and evaluate customer feedback surveys
- Prepare management reports
- Exceptional listening and analytical skills
- Detail-oriented
Timeline
Property Manager
Wesley Apartment Homes
09.2013 - 09.2020
Quality Control Analyst
CompuCredit Corporation
03.2005 - 10.2012
Bachelor of Science - Criminal Justice
American InterContinental University
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