Michelle Mojica
Los Angeles
Summary
Customer service experience includes resolving complex issues by collaborating with various departments to meet customer needs. Developed strong relationships through effective communication and personalized support, while maintaining detailed records of interactions for future reference. Identified opportunities for process improvements and contributed to enhanced customer satisfaction by implementing suggested changes. Demonstrated proficiency in handling inquiries across multiple channels, ensuring compliance with safety regulations and fostering a positive work environment.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Cooperative of American Physicians
Los Angeles
01.2013 - Current
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed positive relationships with customers through friendly interactions.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered customer inquiries via phone, email, and chat.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified opportunities for upselling additional products or services based on customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Team Leader
Starbucks
Los Angeles
10.2008 - 12.2012
- Ensured compliance with all safety regulations in the workplace.
- Created training materials and conducted group trainings on new processes or procedures.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Maintained a positive work environment that promoted collaboration between team members.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Delegated daily tasks to team members to optimize group productivity.
- Offered training and support to keep team members motivated and working toward objectives.
- Maintained daily inventory to facilitate successful material distribution.
Sales Associate
Mervyn's Department Store
Montebello
04.2007 - 11.2008
- Greeted customers and provided exceptional customer service.
- Maintained cleanliness of store environment including floors, windows, displays.
- Upsold additional items based on customer interests and needs.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
Education
Culinary Arts -
The Kitchen Academy
Hollywood, CA09-2007
High School Diploma -
Theodore Roosevelt HS
06-2004
Skills
- Customer service
- Problem resolution
- Customer relationship management
- Record keeping
- Training development
- Effective communication
- Time management
- Data entry
- Inventory management
- Microsoft outlook
- Money handling
- Administrative support
- Multitasking and organization
- Credit card payment processing
- Customer relationship management (CRM)
- Order processing
- Senior leadership support
- Call management
- Documentation
- Office equipment proficiency
- Key holder experience
- Multi-line phone talent
- Problem-solving
Timeline
Customer Service Representative
Cooperative of American Physicians
01.2013 - Current
Team Leader
Starbucks
10.2008 - 12.2012
Sales Associate
Mervyn's Department Store
04.2007 - 11.2008
Culinary Arts -
The Kitchen Academy
High School Diploma -
Theodore Roosevelt HS