NORMA URIARTE
ARCADIA,CA
Summary
Adept at navigating complex customer needs, I excelled in enhancing satisfaction levels at L.A. ENVELOPE, INC. through expert problem-solving and empathetic communication. My knack for CRM software and fostering strong relationships led to significant repeat business, showcasing my commitment to service excellence and teamwork.
Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
21
21
years of professional experience
Work History
Customer Support Specialist
L.A. ENVELOPE, INC.
01.2017 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
Accounts Receivable Clerk
L.A. ENVELOPE, INC.
01.2017 - Current
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
- Provided exceptional customer service when addressing client inquiries about their account status or billing concerns, building strong, long-lasting relationships.
- Prepared billing statements and invoices for customer purchases and recorded transaction date, price and fees to support accuracy.
- Reduced outstanding account balances through diligent follow-up on overdue invoices and negotiating payment arrangements with clients.
- Maintained strict adherence to company confidentiality policies when handling sensitive financial data and personal information for clients.
Project Manager
Marina Graphic Center
01.2004 - 06.2015
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Identified plans and resources required to meet project goals and objectives.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Monitored project performance to identify areas of improvement and make adjustments.
- Provided detailed project status updates to stakeholders and executive management.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
- Improved client relationships, consistently meeting or exceeding project expectations and maintaining open lines of communication.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
Education
Associate of Arts -
Cerritos College
Norwalk, CASkills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Help desk support
- Call center experience
- Conflict resolution
- Live chat support
- Ticket management
- Quality assurance
- Product knowledge
- Active listening
- Sales support
- Customer response
- Payment processing
- Multitasking and organization
- Customer service excellence
- Empathy and patience
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Email communication
- Analytical thinking
- Workflow management
- Issue follow up
- Service ticket management
- Attention to detail
- Microsoft windows and office
- Customer service
- Teamwork and collaboration
- Collaborative team player
- Interpersonal skills
- Customer communication and empathy
- Customer service expert
- Highly professional
- Organizational skills
- Friendly and patient
Languages
Spanish
Professional Working
Timeline
Customer Support Specialist
L.A. ENVELOPE, INC.
01.2017 - Current
Accounts Receivable Clerk
L.A. ENVELOPE, INC.
01.2017 - Current
Project Manager
Marina Graphic Center
01.2004 - 06.2015
Associate of Arts -
Cerritos College
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