Yoselin Moran

As an e-commerce distributor specializing in large-scale promotional products, I manage the supply chain for companies across the United States, Canada, and Europe. My responsibilities include troubleshooting and resolving operational issues, as well as maintaining clear communication with warehouses and shipping partners to ensure that quality control standards are met and delivery deadlines are consistently adhered to. This requires a strong focus on coordination and problem-solving to ensure smooth, timely operations and customer satisfaction.

• Responded to customer requests for products, services, and company information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Contributed to sales growth by upselling products and services based on individual customer requirements.

A prepaid debit card and technology company that specializes in processing direct deposits from government agencies to cardholders. My role requires exceptional multitasking skills to effectively manage and resolve a variety of issues simultaneously, while proactively preventing fraudulent activities on accounts. Additionally, I am responsible for handling customer inquiries, updating and maintaining accurate cardholder information in the database, and ensuring the integrity and security of all data.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.
• Maintained up-to-date knowledge of product and service changes.

I managed customer service operations for a jewelry e-commerce business, overseeing all customer service platforms and efficiently addressing customer inquiries. My role also involved processing payments, offering financing options to clients, and assisting with the marketing of new product lines. I was dedicated to providing tailored support, ensuring a seamless customer experience, and contributing to the growth and visibility of the brand.

• Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
• Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
• Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
• Increased customer satisfaction by addressing and resolving complex issues effectively.
• Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
• Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
• Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
• Supported team members during peak periods by sharing workload and providing guidance when needed.
• Contributed to positive team culture, driving motivation and productivity among peers.
• Maintained high levels of customer retention with proactive relationship-building strategies.
• Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
• Enhanced team performance, providing continuous training and support to new and existing representatives.
• Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
• Implemented upselling techniques to increase average transaction value and drive additional revenue growth.