Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic
Valeria Moctezuma

Valeria Moctezuma

Orlando,FL

Summary

Customer-focused professional with over 6 years of experience delivering exceptional service and building brand loyalty across customer-facing and digital platforms. Skilled in resolving complex support issues, fostering positive client relationships, and thriving in fast-paced environments. Background in social media management adds a creative edge to communication and engagement strategies. Known for balancing efficiency with empathy, and contributing to both team and business success.

Overview

11
11
years of professional experience

Work History

Social Media Manager

Anna O & Co.
Orlando, FL
02.2021 - Current
  • Develop and execute social media campaigns to boost brand awareness, generate leads, and drive client engagement across Instagram and Facebook.
  • Create high-quality, visually compelling content, including reels, carousels, and promotional graphics tailored to the firm's legal services.
  • Grew Instagram following by over 50% in 90 days, reaching 861 followers organically through strategic content planning and audience targeting.
  • Consistently generate high-performing posts with above-average engagement, leading to increased visibility within the local legal market.
  • Monitor analytics to refine strategy and ensure content is aligned with firm goals, client interests, and legal industry trends.

Customer Service/Student Brand Ambassador

BJ's Wholesale Club
Orlando, FL
10.2018 - 01.2021
  • Processed customer purchases, returns, and memberships with speed and accuracy.
  • Handled cash, credit, and debit transactions while balancing registers.
  • Addressed customer inquiries and resolved issues efficiently to maintain satisfaction.
  • Engaged customers through product education and live demonstrations.
  • Promoted store sales, memberships, and special promotions effectively.
  • Represented brand at in-store events to boost awareness.
  • Distributed marketing materials and maintained promotional inventory diligently.
  • Collaborated with marketing team to create impactful promotional materials.

Customer Service Representative

DIRECTV
Altamonte Springs, FL
02.2015 - 10.2018
  • Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution.
  • Demonstrated strong product knowledge to effectively answer customer questions, and provide accurate information.
  • Built rapport with customers through active listening, empathy, and personalized interactions.
  • Resolved complex customer complaints by investigating the root cause of the issue, and implementing appropriate solutions.
  • Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers.

Education

Bachelor's degree - Communications

UCF
Orlando, FL
01.2020

Skills

  • Content creation
  • Social media management
  • Branding
  • Video production
  • Customer relationship management
  • Complaint resolution
  • Marketing materials development
  • Time management
  • Effective communication
  • Multi-line telephone operations
  • Quality control
  • CRM software

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Social Media Manager

Anna O & Co.
02.2021 - Current

Customer Service/Student Brand Ambassador

BJ's Wholesale Club
10.2018 - 01.2021

Customer Service Representative

DIRECTV
02.2015 - 10.2018

Bachelor's degree - Communications

UCF

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