NATALIE MORA
South Florida
Summary
Customer-focused Technical Support Specialist skilled in troubleshooting, diagnosing system issues, and guiding users through solutions. Experienced with CRM platforms, ticketing systems, website support, and VoIP basics. Clear communicator with strong problem-solving abilities. Bilingual in English and Spanish.
Overview
7
7
years of professional experience
4044
4044
years of post-secondary education
Work History
Dual Rate Slot Supervisor / Attendant
Seminole Casino Coconut Creek
08.2024 - Current
- Diagnosed technical slot machine issues to reduce downtime
- Logged incidents digitally to maintain regulatory compliance
- Supported and trained staff during gaming software updates
- Provided clear, solution-focused guest support
Administrative Assistant
PMR
02.2023 - Current
- Maintained organized filing systems and business records
- Managed daily office operations and workflow efficiency
- Prepared and distributed professional correspondence
- Coordinated scheduling and internal communications
- Supported data entry and document tracking
Players' Club Representative
Seminole Casino Coconut Creek
05.2023 - 08.2024
- Set up guest accounts and guided users through loyalty programs
- Used CRM systems to manage player data and promotions
- Collaborated with marketing teams for event support
- Resolved guest concerns promptly to maintain satisfaction
Technical Support Expert
Wix
11.2021 - 08.2022
- Provided multi-channel support for website hosting and DNS issues
- Guided users through SEO tools and e-commerce setup
- Documented support tickets and escalated technical issues
- Collaborated with engineering teams to improve workflows
Customer Service Representative II
Anthem
11.2018 - 05.2021
- Handled 50-70 daily inbound support calls
- Resolved claims, authorization, and account issues
- Logged cases through CRM platforms
- Maintained high customer satisfaction
Education
Cybersecurity -
Florida Technical College
High School -
Green Springs High School
Skills
- Zendesk
- Intercom
- HubSpot
- Salesforce
- Wix
- WordPress
- Squarespace
- Windows
- MacOS
- HTML/CSS
- Website Troubleshooting
- VoIP Basics
- Microsoft 365
- Google Workspace
- Slack
- Zoom
- Teams
- Ticket Documentation
- Data Entry
Languages
- Spanish
- English, Fluent
- Spanish, Fluent
Timeline
Dual Rate Slot Supervisor / Attendant
Seminole Casino Coconut Creek
08.2024 - Current
Players' Club Representative
Seminole Casino Coconut Creek
05.2023 - 08.2024
Administrative Assistant
PMR
02.2023 - Current
Technical Support Expert
Wix
11.2021 - 08.2022
Customer Service Representative II
Anthem
11.2018 - 05.2021
Cybersecurity -
Florida Technical College
High School -
Green Springs High School