Victora Motola-Smith
Summary
Bilingual professional with dynamic, multi-disciplined and diverse experience. Highly proficient in building lasting relationships with key decision-makers, customers, and team members to further goals. Possess a strong work ethic and high personal standards of achievement. Experienced and reliable customer service with extensive experience providing great customer service. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with customer.
Overview
21
21
years of professional experience
Work History
Customer-service-officer
County Of San Diego Health & Human Services Agency
2015.01 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Communicated with clients regarding account services, statements, and balances.
- Completed data entry to record call notes, suggestions and questions.
- Provided primary customer support to internal and external customers.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Responded proactively and positively to rapid change.
- Design change and test new security access profiles as needed and update documentation.
- Assist and provide automated system access to new and all staff.
- Use critical thinking to resolve problems reported via phone, email, and elevating them to level 2 help desk staff and as appropriate.
- Evaluate and interpret program policies to assist customers.
Manager
Kalipai
2018.09 - 2020.02
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Speech and Language Pathologist
Miami Dade Public Schools
2007.02 - 2014.06
- Educated patients and family members about various topics such as communication techniques or strategies to cope with and avoid personal misunderstandings.
- Created and implemented treatment plans intended to address speech and language issues in collaboration with other clinical professionals.
- Provided information on speech improvement techniques and non-verbal communication methods.
- Monitored patients' progress and adjusted treatments accordingly.
- Worked with education and medical personnel to develop strategies allowing better communication with individuals with speech and hearing impediments.
- Documented developments and regressions in patients' speech, making treatment adjustments based on latest information.
- Facilitated improvement in clients' control of breathing mechanisms, jaw and facial muscles.
- Skilled at working independently and collaboratively in a team environment.
- Proved successful working within tight deadlines and a fast-paced environment.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Coordinator
ATID School
2002.08 - 2006.06
- Entered data, generated reports, and produced tracking documents.
- Coached employees through day-to-day work and complex problems.
- Gathered and organized materials to support operations.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Utilized proactive communication abilities to resolve employment-related disputes.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
Education
Master of Arts - Organizational Management
Ashford University
San Diego, CA02.2012
Master of Arts - Higher Education Administration
Universidad Hebraica
Mexico City, Mexico05.2002
Bachelor of Arts - Communicative Disorders
San Diego State University
San Diego, CA05.1996
Skills
Leadership
Knowledge Worker
Solution Driven
Ethical
Training & Development
Problem Solver
Accountable
Innovative
Supportive of Change
Adaptable
Dynamic
Bilingual- English/Spanish
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Hebrew
Limited Working
Timeline
Manager
Kalipai
2018.09 - 2020.02
Customer-service-officer
County Of San Diego Health & Human Services Agency
2015.01 - Current
Speech and Language Pathologist
Miami Dade Public Schools
2007.02 - 2014.06
Coordinator
ATID School
2002.08 - 2006.06
Master of Arts - Organizational Management
Ashford University
Master of Arts - Higher Education Administration
Universidad Hebraica
Bachelor of Arts - Communicative Disorders
San Diego State University
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