Tiffany Moreno
San Pedro
Summary
Well-qualified employee with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Los Angeles Department Of Water & Power
08.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
Dispatcher
City Of Santa Monica
04.2011 - 08.2023
- Directed dispatching, routing, and tracking of over 20 fleet vehicles.
- Maintained professional relationship with customers, drivers and various department heads to increase trust, reliability and rapport.
- Communicated with drivers and personnel to coordinate timely delivery and collection of containers .
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Stayed up-to-date on relevant industry trends and best practices through continued education and professional development opportunities.
- Assisted in resolving customer complaints and grievances.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Received new orders, prepared documentation, and assigned personnel.
Education
Bachelor of Science - Criminal Justice
California State University - Long Beach
Long Beach, CA08.2005
Skills
- Route Navigation
- Service Coordination
- Dispatch Coordination
- Schedule Management
- Customer Relations
- Customer Relationship Management
- Prioritizing calls
Timeline
Customer Service Representative
Los Angeles Department Of Water & Power
08.2023 - Current
Dispatcher
City Of Santa Monica
04.2011 - 08.2023
Bachelor of Science - Criminal Justice
California State University - Long Beach
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