Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Michelle Cortez

South Gate,CA

Summary

Support Team Representative with over 5 years’ experience performing administrative task, identifying customer needs and helping customers. Self-directed, dependable, and self-motivated. Bilingual fluency in English and Spanish. Excellent problem solving and interpersonal skills.

Overview

22
22
years of professional experience

Work History

Regional Support Center Rep III

Charter Communications
09.2019 - 05.2025
  • Managed incoming calls and customer service inquiries
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Identified and assessed customers’ needs to achieve satisfaction
  • Identified customers’ needs, clarified information, research every issue and provided solutions
  • Responded to customer complaints
  • Created and scheduled MDU and Drop Bury Orders
  • Worked and manages past pending aging special request orders
  • Ensured jobs were assigned timely to Business Partners’ technicians’ routes
  • Routed technicians in the field with the effectiveness and accuracy
  • Closely monitor routes and ensured the On Time Arrival was kept
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Provided valuable input resulting in new opportunities for growth and development.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Inventory Control Specialist

Sign Resource
06.2006 - 05.2017
  • Documented production volume, materials consumption and quality issues in Excel to keep management well-informed and support proactive planning
  • Compete, compile and distribute all necessary records/reports reflecting inventory activity in a timely and accurate manner for distribution. (Monthly, quarterly, and/or annual reports)
  • Analyzed shortages and reported findings with a focus on continuous improvement
  • Assessed current inventories and brought in supplies to keep stock within optimal levels for expected demands
  • Organized and processed damaged goods according to vendor and manufacturer procedures
  • Work independently in a fast paced, physically and mentally demanding environment
  • Interact effectively with other departments to ensure the proper functioning of all systems in a facility while maintaining effective working relationships with employees at all levels
  • Investigated and resolved variances with inventory records
  • Performed cycle counts on a daily basis
  • Recommended improvements to management to regulate inbound load volume based on inventory requirements

Customer Service Representative

Door to Door Storage Inc.
04.2004 - 06.2006
  • Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
  • Consulted with customers to determine best methods to resolve service and billing issues
  • Reviewed customer data to assess current issues and determine potential solutions
  • Helped customers with relocation of their property to new locations or storage facilities
  • Coordinated and scheduled truck deliveries of storage containers to new and existing customers on a daily basis
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance
  • Addressed customer service inquiries quickly and accurately

Inventory Control Specialist

Pentel Of America Ltd.
02.2003 - 04.2004
  • Moved merchandise from the stockroom to the sales floor in a smooth and accurate manner
  • Investigated and resolved variances with inventory records
  • Received incoming goods, checked paperwork and reviewed merchandise for accuracy against documentation
  • Audited shortages with a focus on continuous improvement
  • Organized and processed damaged goods according to vendor and manufacturer procedures
  • Performed cycle counts on a daily basis
  • Analyzed shortages and reported findings with a focus on continuous improvement

Education

Diploma - Medical Office Assistance

Bryman College
Gardena, CA
06.2000

High School Diploma - General Studies

Lynwood High School
Lynwood, CA
06.1999

Skills

  • Data entry proficiency
  • Exceptional customer support
  • Proactive work ethic
  • Strong organizational capabilities
  • Strong interpersonal skills
  • Proficient in managing multiple tasks
  • Meticulous attention to detail
  • Customer-focused service
  • Strong command of Spanish language
  • Customer support
  • Goal-oriented mindset
  • Customer service expertise

Languages

Spanish
Native or Bilingual

Timeline

Regional Support Center Rep III

Charter Communications
09.2019 - 05.2025

Inventory Control Specialist

Sign Resource
06.2006 - 05.2017

Customer Service Representative

Door to Door Storage Inc.
04.2004 - 06.2006

Inventory Control Specialist

Pentel Of America Ltd.
02.2003 - 04.2004

High School Diploma - General Studies

Lynwood High School

Diploma - Medical Office Assistance

Bryman College

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