Miriam Moreno
Pricenton ,NC
Summary
Customer service specialist with strong focus on team collaboration and achieving results. Demonstrated ability to handle diverse customer inquiries, resolve issues efficiently, and adapt to changing needs. Skilled in communication, problem-solving, and maintaining positive customer relations.
Overview
17
17
years of professional experience
Work History
Customer Service Representative Specialist
Sentry Insurance
02.2011 - Current
- Handled escalated calls professionally by remaining calm under pressure while working towards mutually agreeable resolutions for all parties involved.
- Achieved high levels of customer satisfaction with precise management of inquiries, complaints, and feedback.
- Educated customers about billing, payment processing and support policies and procedures.
- Utilized effective time management techniques to prioritize tasks effectively and meet strict deadlines.
- Provided ongoing support to teammates, fostering a collaborative environment that improved overall team performance.
- Collaborated with cross-functional teams to address complex customer needs and provide comprehensive solutions.
- Trained new hires on company policies and procedures as well as best practices for delivering exceptional customer service. For the year of 2024 I had over 90 coaching session with new hires.
- Participated in regular team meetings to share ideas on improving processes or addressing common challenges faced within the role.
Tax Preparer
Jackson Hewitt
02.2008 - 04.2009
- Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
- Analyzed financial records to verify accuracy of tax returns.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
- Increased client satisfaction by providing accurate and timely tax preparation services.
Education
High School Diploma -
American School
01-2007
Wayne Community College
Goldsboro, NCSkills
- Call center experience
- Escalation handling
- Assertiveness
- Customer service
- Multitasking and organization
- Time management
- Critical thinking
- Team collaboration
- Appointment scheduling
- Payment processing
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Customer Service Representative Specialist
Sentry Insurance
02.2011 - Current
Tax Preparer
Jackson Hewitt
02.2008 - 04.2009
High School Diploma -
American School
Wayne Community College
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