MICHELE MORA
SAN ANTONIO,TEXAS
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Work Order Specialist/ACP Support
SPECTRUM
06.2021 - 10.2023
- Reviewing 20+ orders per day entered online that encountered errors and assisting customers or Spectrum associates with resolving the errors to complete the order. Resolutions could include accepting prepayment for new or added services, completing credit checks for customers, verifying addresses of service, updating accounts that no longer need service to allow new services to be established, etc.
- Providing customer support to set up internet equipment. Includes troubleshooting physical equipment, sending signals to equipment, connecting devices via wi-fi, etc.
Provider Support and Compliance/Training/Manager
ServiceLive
02.2012 - 05.2021
- Assisting business to business relationships via an online platform. Providing customer assistance regarding platform to include; platform navigation, benefits of using platform, requirements to receive work, etc. Receive and review documents as proof of insurance and licensing. Work with insurance companies to ensure documents meet requirements.
- Providing well rounded training to new hires to prepare them for their role for more than 70 employees each year. Effectively communicate instructions while remaining approachable to ensure all participants understand information. Writing SOPs for seven departments to provide detailed instructions for completing tasks to ensure process consistency. Provide specialized training for updates to systems and online platform to ensure all 50+ employees are up to date on correct procedures.
- Managing a team of 20 agents responsible for reviewing and verifying insurance and license documents. Providing coaching and training to agents to ensure they understand and can achieve KPIs. Reviewing agents’ calls, emails and documents to ensure quality and consistency to SOPs in place. Collaborating with other agents and managers to ensure KPIs are aligned to work and forecasting.
Account Manager
DIRECTV
03.2011 - 01.2012
- Bringing back Directv members that have made the decision to disconnect their accounts by providing them with a solution to their issues. Resolutions vary from providing technical support, new equipment, rightsizing their packages, and scheduling move orders.
Skills
- Scheduling coordination
- Document management
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Computer proficiency
- Microsoft Excel
- Professional telephone demeanor
- Microsoft outlook
Timeline
Work Order Specialist/ACP Support
SPECTRUM
06.2021 - 10.2023
Provider Support and Compliance/Training/Manager
ServiceLive
02.2012 - 05.2021
Account Manager
DIRECTV
03.2011 - 01.2012
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