Summary
Overview
Work History
Education
Skills
References
Awards
Page
Timeline
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Vanessa Marie Mendoza

El Paso,TX

Summary

Highly skilled customer service and support professional with a proven track record of excellence, seeking to leverage expertise in a remote position. Recognized for outstanding performance as a customer support specialist and content moderator. Committed to delivering exceptional service, fostering team collaboration, and continuously enhancing skills for high-quality remote work.

Overview

14
14
years of professional experience

Work History

Customer Service Representative

HGS
04.2024 - Current
  • Communicate with customers through inbound calls, outbound calls and email channels
  • Identify customer needs through active listening, exercising emotional intelligence and asking follow up questions
  • Using the provided knowledge base to research answers to customer inquiries and respond to customers with timely, accurate information
  • Document customer needs, interactions and outcomes in the appropriate tool or system
  • Creating a WOW factor in every interaction through exceptional communication skills, taking ownership of the interaction, and speed of service.
  • Manage approximately 40 incoming calls and emails and per day from customers.

General Warehouse Associate

TJ Maxx/El Paso, TX
02.2024 - 04.2024
  • Fulfilling the logistics behind receiving, processing, and storing inventory according to purchase orders and store policy.
  • Became and remained top 5% in speed and accuracy during employment.

Social Media Content Moderator

Teleperformance/Remote
01.2021 - 08.2023
  • Proficiently managed user-generated content, maintaining adherence to community guidelines and client policies
  • Conducted rigorous reviews of graphic images, videos, and textual content to guarantee compliance with client guidelines
  • Actively engaged in continuous training and development to enhance job skills and stay updated on industry best practices
  • Demonstrated adaptability by effectively navigating frequent changes in procedures and policies
  • Efficiently multi tasked and prioritized assignments to meet performance targets
  • Ranked top 20% for AHT, accuracy, and attendance
  • When the company returned to work in person, was unable to return to onsite work due to personal reasons.
  • Acquired in-depth knowledge of content areas to provide effective edits.
  • Drove accuracy of content through careful proofreading and fact-checking.

Direct Care Associate

Emergence Health Network
11.2015 - 03.2020
  • Provided individuals diagnosed with an Intellectual Developmental Disability (IDD) assistance with activities of daily living such as meal preparation, personal hygiene, and medication administration
  • Employment paused due to COVID-19 pandemic
  • Received unemployment benefits during this period.
  • Streamlined documentation processes by utilizing electronic health records systems efficiently.
  • Participated in ongoing training programs to stay current on best practices in direct care service provision.
  • Developed strong rapport with each patient, establishing trust and promoting cooperation during treatment processes.

Maintenance Supervisor

Xceed Resources
05.2013 - 06.2015
  • Supervised and assisted a crew of 4 people diagnosed with mental/physical disabilities
  • Maintained the cleanliness of assigned state highways
  • Prepared and maintained required documents.
  • Observed guidelines, specifications, and detailed instructions to meet strict operational and maintenance regulations.

Customer Service Representative

Redcats USA
04.2010 - 02.2013
  • Responded to customer inquiries via phone
  • Resolved customer complaints and issues in a timely and professional manner
  • Provide product and service information to customers
  • Processed orders, returns, and exchanges
  • Maintained accurate customer records and updated databases
  • Participate in training and developmental programs to improve customer service skills
  • Manage approximately 30 incoming calls and emails and per day from customers.

Education

Human Resources - Some College, Returning in The Near Future.

University of Phoenix
Santa Teresa, NM

Skills

  • Customer Service
  • Customer Support
  • Communication Skills
  • Empathetic listening
  • Strong Work Ethic
  • Self-Management
  • Computer Skills
  • Organizational Skills
  • Adaptability
  • Multi-tasking

References

  • Christopher Alvarez,( Sup.) Alvarez.1249@usa.teleperformance.com
  • Raul Sifuentes,(Man.) RaulS@xceedresources.com

Awards

  • Pay for Performance - Ranked top 20% for AHT, accuracy, and attendance.
  • Director's Cut (January 2023/February 2023)-Consecutively two months recognized as the top moderator for AHT, accuracy, and productivity.

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Timeline

Customer Service Representative

HGS
04.2024 - Current

General Warehouse Associate

TJ Maxx/El Paso, TX
02.2024 - 04.2024

Social Media Content Moderator

Teleperformance/Remote
01.2021 - 08.2023

Direct Care Associate

Emergence Health Network
11.2015 - 03.2020

Maintenance Supervisor

Xceed Resources
05.2013 - 06.2015

Customer Service Representative

Redcats USA
04.2010 - 02.2013

Human Resources - Some College, Returning in The Near Future.

University of Phoenix

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Vanessa Marie Mendoza