Sandra Moreno
Customer Service Professional
Portland,TX
Summary
With a proven track record at Lowe's Home Improvement, I excel in complaint resolution and problem-solving, enhancing customer loyalty through effective dispute management. Skilled in information security and call management, my approach has significantly improved client satisfaction and operational efficiency.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Lowe's Home Improvement
02.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
Case Manager
Kforce
06.2020 - 06.2021
- Managed high caseloads efficiently without sacrificing quality of care or attention to detail in written reports or verbal communications with clients or colleagues.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Reduced fraudulent claims by conducting thorough investigations and collaborating with law enforcement agencies.
- Enhanced customer satisfaction by resolving complex claim issues in a timely and professional manner.
- Improved the accuracy of claims data by regularly updating and maintaining electronic records.
- Reviewed appeal requests from denied claimants, making determinations based on legal guidelines and individual case factors.
- Supported management in policy development initiatives related to claim processing standards and best practices.
- Expedited claim approvals by effectively prioritizing workload and managing deadlines.
- Maintained strict confidentiality when dealing with sensitive claimant information, adhering to all privacy regulations and guidelines.
- Assisted claimants in navigating the unemployment benefits system, addressing concerns, and answering inquiries promptly.
- Assisted clients with completion of applications and paperwork.
Accounts Receivable Assistant
Island Wines & Spirits
11.2018 - 01.2020
- Improved overall cash flow by identifying and resolving issues related to unapplied payments, reducing instances of lost revenue.
- Participated in ongoing training programs to stay current with industry best practices and further develop skills in accounts receivable management.
- Prepared detailed credit analyses for prospective customers, minimizing risk exposure related to unpaid receivables.
- Supported the finance team by reconciling client accounts and resolving discrepancies in a timely manner.
- Assisted with month-end closing procedures, verifying data accuracy and reconciling any discrepancies found.
- Ensured accurate reporting of monthly revenue by conducting thorough account audits.
- Adhered to strict confidentiality guidelines when handling sensitive financial information, ensuring full compliance with company policies and legal regulations.
- Provided exceptional customer service when addressing client inquiries or concerns regarding their account status or charges billed.
- Enhanced cash flow by efficiently processing invoices and monitoring overdue accounts.
- Collaborated with sales and customer service departments to resolve billing issues, improving customer satisfaction rates.
- Managed high-volume workload while maintaining attention to detail, resulting in reduced errors in financial documentation.
- Posted cash and check receipts by entering and verifying transactions from local deposits and lockboxes.
Education
High School Diploma -
Los Fresnos High School
Los Fresnos, TX 05.2001 -
Skills
Paperwork Processing
Information Security
Call Management
Complaint resolution
Money handling abilities
Administrative Support
Project management abilities
Problem-solving abilities
Service Upselling
Product Sales
Account updating
Appointment Scheduling
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Lowe's Home Improvement
02.2021 - Current
Case Manager
Kforce
06.2020 - 06.2021
Accounts Receivable Assistant
Island Wines & Spirits
11.2018 - 01.2020
High School Diploma -
Los Fresnos High School
05.2001 -