Customer Service Representative / Virtual Assistant

Manuela Nolley

Katy, TX ***** 713-***-**** ************@*****.***

PROFESSIONAL

SUMMARY

Professional Leader and Team Player with skills to Exceed your company's growth potential. Energetic,detail oriented,organized, motivated and a team player professional with meticulous attention to detail. My past job experiences enabled me to hone my interpersonal, professional and problem-solving skills. I am well-articulated and possess excellent communication skills both verbally and written My previous careers enabled me to develop an open-mindedness with an intense respect and a high level of integrity. Success-driven professional with a high level of self-initiative and an excellent track record of achievements delivering customized business solutions using strong operations assessment skills

SKILLS

• Call center setting

• High level of Empathy

• Highly charismatic

• Team Building and Training

• Management

• Merchandising

• Inventory Control

• Planograms

• Budgeting

• Invoicing

• Operating Systems and Point of

Sale

• Demonstrate ownership attitude

and customer centric response to

all assigned tasks

• Meticulous attention to detail

ensuring accuracy

• Ability to work in a high volume

and fast paced environment

managing multiple priorities with

minimal supervision

• Strong and accurate keyboard

skills and Windows Proficiency

including Excel and Word

• Microsoft Windows 360 and Office

proficiency

• Management & Leadership Skills:

Planning & Execution — Proficient

• Planning and managing resources

to accomplish organizational goals

WORK HISTORY

OPERATIONS MANAGER 08/2019 to 05/2020

FedEx Cypress, TX

• Responsibilities include making decisions in a timely manner, understanding and achieving financial goals, and leading the team to work in a collaborative effort to achieve company goals and standards

• Ensure that the company conducts business in a safe manner and complies with safety and environmental rules and regulations

• Conducted employee performance reviews as well enforce attendance,and human resource related infractions

• Utilized all relevant information to effectively influence member engagement

• Immediately resolved issues with or without limited management intervention

• Coordinated efforts both internally and across departments to successfully resolve service issues and quality developed process improvements intended to enhance the overall delivery of service.

• Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.

FACER 08/2019 to 08/2019

FedEx Cypress, Texas

• Heart of building operations when working in a fully automated ground HUB

• Set appropriate stops and guides to specified lengths as indicated by scale, rule or template.

PACKAGE HANDLER 07/2019 to 08/2019

FedEx Cypress, Texas

• Safely and efficiently load and unload packages at a set company standard rate expectation

• Ability to work in a fast paced constant motion environment under sometimes extreme conditions.

BODILY INJURY CLAIMS ADJUSTER 05/2017 to 11/2017

Fred Loya Insurance Group San Antonio, TX

• Manage file inventory and expense reserves by utilizing an effective diary system, documenting claim file activities to resolve assigned claims

• Ability to apply problem solving skills, customer service skills and superior organizational skills effectively

• Ability to deescalate claimants and insured

• Investigate and determine liability on all assigned claims

• Evaluate all represented and unrepresented bodily injury demands based on all merits including but not limited to property damage loss paid and facts of loss obtained by contacting all parties involved including

• Evaluated coverage, liability and damages and investigated suspicious claims.

• SIU, Total Loss, Subrogation, Arbitration and Litigation

• Issue payment on claims on approved authorities requested. RETAIL MERCHANDISER 01/2018 to 08/2020

ACOSTA Jacksonville, FL

• Utilized efficient and professional customer service skills with all levels of management to establish product displays, maintain store shelf standards

• Read and followed a plan-o-gram to effectively complete project work

• Working knowledge of merchandising and retail terminology

• Effectively and accurately worked with web based applications relevant and to required work performance

ASSISTANT STORE MANAGER 02/2016 to 02/2017

Boot Barn Houston, TX

• Assists Store manager with daily store operations including but not limited to analyzing and empowering direct production and revenue reports while setting and working towards goal expectations with sales associates

• Multi-tasking with limited to no supervision of store staff while training register functions and developing excellent customer service in sales associates

• Consistently meets monthly store comp

• Consultative selling experience to increases ADT and UPT

• Achieved manager bonus

• Kept abreast of market trends to determine the need for improvements in the store

• Prepared and controlled the store's budget aiming for minimum expenditure and efficiency

• Analyzed sales and revenue reports to address market forced

• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.

INSURANCE CLAIMS ADJUSTER 10/2014 to 07/2016

GEICO Katy, TX

• Manage file inventory and expense reserves by utilizing an effective diary system, documenting claim file activities to resolve claim in a timely manner while providing excellent world class customer service

• Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.

• Coverage Analysis: Review and analyze coverage and apply policy conditions, provisions, exclusions and endorsements

• Advise off and explain proper application of any deductibles, co-insurance and coverage limits

• Exposures: Comprehensive, Collision, Personal Injury Protection, MED Pay, Bodily Injury and Casualty Negotiation/Resolution: Determine settlement amounts, negotiate and convey claim settlements within authority limits to insureds and claimants.

CUSTOMER SERVICE REP/TRAINER 10/2010 to 09/2014

DISH NETWORK Alvin, TX

• Provided excellent customer service while educating on account status and troubleshooting Instructed new hire individuals in both classroom and live call settings providing encouragement while testing for comprehension and the ability to apply taught material and skills.

• Maintained up-to-date knowledge of product and service changes.

• Exhibited high energy and professionalism when dealing with clustomers and staff.

EDUCATION

Associate of Applied Science Criminology 08/1997 University of Houston - Downtown, Houston, TX

High School Diploma 05/1992

Westfield High School, Houston, TX

• Member of DECA, Special Olympics Team, FFA

ADDITIONAL

INFORMATION

• Former Certified EMT 1st Responder 1992-1993

• Former Harris County Sheriff Deputy 1995-1997

• Special Olympics Coordinator 1982- current

ACCOMPLISHMENTS

• Supervised team of 10-15 staff members.

AFFILIATIONS

• American Marketing Association

PREVIOUSLY

LICENSED IN THE

FOLLOWING

STATES: TEXAS,

LOUISIANA, NEW

MEXICO

EXPOSURES

INCLUDE

PERSONAL

Litigated Bodily injury auto claims and established liability Exposures: Comprehensive, Collision, Personal Injury Protection, MED Pay, Bodily Injury and Casualty Negotiation/Resolution: Determine settlement amounts, negotiate and convey claim settlements within authority limits to insureds and claimants.

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