Victoria Mora
Scottsdale,AZ
Summary
Well-organized professional equipped with varied experiences in administrative roles. Driven to increase overall efficiency while maintaining filing systems and screening and answering numerous phone lines daily.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Care Support
Home Depot
03.2019 - Current
- Answer front line customer inquires, aiding assistance with questions, orders and online support
- Manage over 35 plus calls per day
- Assures quality customer interaction by building and retaining customer relations
- Staying committed to timely delivery of company products and services
- Troubleshooting accounts when customers are having issues logging in of operational problems and assisting in modifying accounts to update
- Ensuring security measures to protect customer accounts
- Analyze escalated problems by providing guidance to direct reports for resolution
- Resolve complex customer issues and ensure timely follow up and customer satisfaction.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Detailed payment options and explained price, receipt and billing details to customers.
- Attended telephone skills and program information training sessions to boost aptitude.
- Maintained and managed customer files and databases.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Resolved concerns with products or services to help with retention and drive sales.
- Generated customer service reports to track customer satisfaction.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and provided backup support for organizational leadership.
- Managed timely and effective replacement of damaged or missing products.
Customer Service Representative
Cascade Windows
07.2015 - 09.2019
- Answer incoming calls regarding window product and services and any client concerns
- Deliver prompt and quick resolutions in a professional manner via phone, email and or in person
- Organization, staying prioritized, following order on constant changes with strategies with the company
- Handling customers in a polite manner when dissatisfied customers are not so pleased and to keep them satisfied with the company
- Confirm appointment calls five to two days prior for installation and screen services for business and homeowner appointments
- Collect any balanced owed on cash advance accounts prior to their scheduled window install
- Track all calls missed and return them in an orderly fashion and timely manner to ensure customer satisfaction
- Have all reports input into our data system for weekly report to provide our management team regards to window field installs
- Inputting orders for window replacements or services, filtering incoming orders back from the field to get product back out to jobsites in a timely manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Maintained and managed customer files and databases.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Data-entry clerk
Ajilon Professional Staffing
08.2010 - 08.2016
- Greet all incoming visitors, vendors, candidates, clients and customers
- Enter data entry on spreadsheets with Microsoft excel
- Generate all incoming mail, FedEx, UPS & route them to employee staff
- Answer incoming inbound bound calls and route them to correct party
- Ensure that Lobby and Conference Rooms are presentable
- Arranging meetings/conferences/special department functions
- Maintain general bookkeeping and maintenance request
- Route faxes and Purchase Orders via email by General Sales Fax to Headquarters
- Assist any support or administrative duties and maintain security on lobby doors
- Assist with lunches and reserve conference rooms through Microsoft Outlook for staff or vendors upon request
- Keep all files organized and in order with accounts payable, incoming & receiving
- Efficient in Microsoft Word, Power Point, Adobe Acrobat, and Excel data entry.
Client Service Admin
OneTouchPoint
08.2014 - 02.2016
- Maintain production reports on generated incoming orders
- Processing Matrix Medical generated job orders for outgoing mailing distribution
- Maintaining and organizing a filing system of record keeping
- Providing assistance in the print bindery department with puckouts
- Record and scan billing information for the Accounting department
- Follow up with generated job orders that are in the production process that are considered hot jobs and provide due dates for customer service.
Receptionist
Plaza Healthcare
06.2006 - 05.2008
- Greeting and welcoming all incoming public relations
- Assist Directors and Supervisors on any clerical assistance with employment applications, memos, care plan meetings, and admissions packets
- Utilization in multi-line phone system and routing calls to direct departments
- Collect patient information and deal with financial collections as well as usher them to the appropriate waiting area
- Providing information related to the company for incoming visitors
- Coordinate incoming and outgoing mail
- Transmit and deliver facsimiles, record beauty shop appointments
- Monitoring access to the building by visitors
- Utilization in the paging overhead system for announcements.
Front Office Clerk/Scheduler
Arizona Oncology Associates
08.2005 - 05.2006
- Customer Service and inputting data entry
- Scheduling and collecting co-payments
- OHSA(Occupational Safety and Health Administration) Certified
- Organization of filing and creating new patient packets
- Verifying follow-up reminder calls pertaining to doctor office appointments to patients
- Understanding the policy of confidentiality of rules and regulations of the Privacy Act & Assist nurses and supervisors on any clerical duties that are needed
- Inputting any updated changes on patient information in the computer system
- Utilization in multi-line phone system, distribute facsimiles, and inputting data entry with Microsoft Word and Excel.
Education
Some College (No Degree) - Computer And Information Sciences
Rio Salado College
Tempe, AZSome College (No Degree) - Organizational Management
Maricopa Community Colleges - Chandler-Gilbert Community College
Chandler, AZSkills
- SKILLS AND KNOWLEDGE
- Attention to Detail
- Time Management
- Training and Development
- Proven Leadership
- Multi-Tasking
- Problem Solving and Decision Making
- Team Work & People Friendly
Certification
- Computer Usage and Applications Rio Salado College July 2014
Timeline
Customer Care Support
Home Depot
03.2019 - Current
Customer Service Representative
Cascade Windows
07.2015 - 09.2019
Client Service Admin
OneTouchPoint
08.2014 - 02.2016
Data-entry clerk
Ajilon Professional Staffing
08.2010 - 08.2016
Receptionist
Plaza Healthcare
06.2006 - 05.2008
Front Office Clerk/Scheduler
Arizona Oncology Associates
08.2005 - 05.2006
Some College (No Degree) - Computer And Information Sciences
Rio Salado College
Some College (No Degree) - Organizational Management
Maricopa Community Colleges - Chandler-Gilbert Community College
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