Summary
Overview
Work History
Education
Skills
Timeline
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Marcos Orozco-Thomas

Rancho Santa Margarita

Summary

Experienced Customer Care Coordinator bringing 3 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

5
5
years of professional experience

Work History

Customer Care Coordinator

UnitedHealthcare
02.2022 - Current
  • Created customer support strategy to increase customer retention
  • Engaged in training and mentored team members to promote productivity, accuracy and commitment to friendly service
  • Updated customer accounts and system database with the latest details to support accuracy and efficiency in future interactions
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
  • Exceeded 100% quality goal every month by carefully applying scripts and personal knowledge to address and correct problems.


Content Creator

Self-employeed
05.2020 - Current
  • Develop original content through social listening and independent sources
  • Applied creative expertise to present marketing concepts
  • Managed content across multiple platforms for widest audience reach
  • Used Adobe Photoshop to create images, layouts and logos for online personalities across multiple platforms and musicians with a cumulative audience of ~300,000

Digital Marketing Coordinator

CalTV
08.2019 - 03.2020
  • Conceived, edited, and deployed social media video content, engaged with target audiences and boosted reach with strategic ad placements
  • Crafted strategically scheduled content calendars across multiple high volume platforms
  • Worked effectively under constant pressure of simultaneous project milestones and deliverable deadlines.
  • Used Adobe Creative Suite to design promotional materials, search engine marketing advertisements and mobile advertisements.
  • Managed digital projects from initial concept through final implementation and live monitoring.

Education

Bachelor of Arts - Media Studies

University of California, Berkeley
Berkeley, CA
05-2021

Skills

  • Inter-department collaboration
  • Reporting and analysis
  • Schedule management
  • First call resolution
  • Inbound customer service
  • Strong organization
  • Data entry proficiency
  • Customer relations
  • Team building
  • Customer relationship management

Timeline

Customer Care Coordinator

UnitedHealthcare
02.2022 - Current

Content Creator

Self-employeed
05.2020 - Current

Digital Marketing Coordinator

CalTV
08.2019 - 03.2020

Bachelor of Arts - Media Studies

University of California, Berkeley

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Marcos Orozco-Thomas