Paola Moronta
Trenton
Summary
Adept at navigating high-stress customer interactions, I enhanced loyalty and resolved complaints with empathy at Williams Sonoma Inc. Leveraging critical thinking and Microsoft Excel skills, I significantly improved problem resolution times. My proactive approach in customer service and data management consistently boosts satisfaction and efficiency.
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
9
9
years of professional experience
Work History
Customer Service Representative
Williams Sonoma Inc.
02.2024 - Current
- 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.
- Responded to customer requests for products, services, and company information.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Improved resolution time with effective problem-solving for customer complaints.
Mobile Expert
T-Mobile
01.2019 - 01.2024
- Resolved customer complaints swiftly and professionally, ensuring a positive experience for all parties involved.
- Enhanced teamwork, collaborated with colleagues to share knowledge and improve overall store performance.
- Assisted customers in setting up new devices, transferring data, and troubleshooting technical issues as needed.
- Contributed to a positive work culture by actively participating in team meetings, sharing ideas, and supporting colleagues.
- Increased customer satisfaction by providing expert advice on mobile devices and plans.
- Boosted sales performance with personalized recommendations tailored to each customer''s unique needs.
Human Resources Assistant
Zara USA
07.2016 - 12.2018
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Answered and redirected incoming phone calls for office.
- Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
Education
High School Diploma -
Gateway Environmental High School
The Bronx, NY06-2012
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Microsoft outlook
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Portuguese
Professional Working
Timeline
Customer Service Representative
Williams Sonoma Inc.
02.2024 - Current
Mobile Expert
T-Mobile
01.2019 - 01.2024
Human Resources Assistant
Zara USA
07.2016 - 12.2018
High School Diploma -
Gateway Environmental High School
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