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
Van Nuys, CA
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
Maywood, CA
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.
Pico Rivera, CA
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.
Torrance, CA
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, CA06.2000
High School Diploma - General Studies
Lynwood High School
Lynwood, CA06.1999
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