Experience Senior Specialist, Customer Support and Sales

Moises Mondragon

562-***-**** ************@*******.*** La Habra, CA 90631

OBJECTIVE

I seek a job where I can utilize my skills in operations management, customer service, support, sales, problem-solving, auditing, supervision, training, coaching, and mentoring and grow with the company.

EXPERIENCE

Senior Specialist, Customer Care, Aero Payments, Remote January 2022-January 2023 Provided input in building out the customer care/support program, which allowed in generating, collecting, and organizing data analytics within my department by putting monthly/weekly reports in place to conclude, make predictions, and drive informed decision- making

Kept myself updated on policies, procedures, and updates within the company and the Support department to supervise, mentor, coach, train, and be a resourceful and knowledgeable leader for newly hired Customer Care/Support Representatives Responded to customers/non-customers within our internal support application by assuming End-to-end ownership of every unresolved support ticket Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts when reviewing and responding to tier 2 and 3 escalated support tickets Acted as a bridge between the Client Success team and Clients/Customers to improve the understanding and enhancing communication

Coordinator, Finance, Shift Operations LLC, Commerce, CA October 2018-March 2020 Owned escalated calls and made sure to reach out to upset customers who requested to speak to a supervisor

Responsible for interacting directly with our lending partners to finalize paperwork in a quick and legally compliant fashion and monitoring fraudulent applications by recognizing red flags while approving and qualifying applications for financing Closed sales contracts and cross-sold insurance products while complying with state laws Enhanced performance through collaboration with diverse teams Held Financing Associates responsible for errors with financing paperwork and followed up to ensure correct action was being taken to resolve errors and delays Senior Associate, Sales, T-Mobile/Sprint, West Covina, CA October 2017September 2018 Assisted management team with opening and closing procedures of the store including setting up cash registers for the day and or closing out registers at the end of the day Assisted colleagues if needed in closing a sale or service Connected customers with the latest technology and electronic devices that meet their needs by building strong relationships and providing superior customer service Cross-sold additional products and services that meet the customer's needs by converting service leads into sales to show/demo what the customer is looking for and to meet and exceed monthly performance metrics

Sold various products by explaining unique features and educating customers on proper application or usage

Senior Analyst, Credit, Nordstrom Bank, Santa Ana, CA December 2015September 2017 Enter, review, and decide on new account applications from multiple channels, stores, online, and or customers responding to promotional financial products Process, review, and decision register referrals, Nordstrom Online transactions, and credit line increase request

Answered complex inbound account inquiries by applying advanced knowledge of Visa, Retail, Corporate Cards, Debit Cards, Store Gift Cards, and financial services Worked closely with both customers and the sales team to reconcile accounts and oversee payment negotiation

Supervisor, Branch Teller, US Bank, Norwalk, CA October 2013-November 2015 Assisted in the administration/supervision of the tellers and sales staff Prepared work schedules, provided input to performance reviews, participated in new teller training and mentoring

Maintained operating schedules to provide effective coverage for key areas and achieve objectives

Senior Analyst, Liability Risk, Bank of America, Pasadena, CA March 2005-July 2013 Maintained real-time awareness of the evolving threat landscape related to financial services.

Analyzed service delivery channels (mobile, web, physical) for potential fraud risks. Developed and implemented fraud management policies and procedures. Conducted multijurisdictional investigations and utilized data analytics for financial investigations.

Balanced fraud prevention efforts with customer satisfaction. Provided oversight and coverage of bank operations. Managed and trained junior staff.

EDUCATION

High School Diploma

John A Rowland in Rowland Heights, CA

SKILLS

10 Key by touch, 42 WPM, Tech savvy, Multitasker, Fast learner, Self-starter, Highly motivated, Super-organized, Strong work ethic by applying my set of moral principles in my job, Ability to establish trust, Ability to establish credibility and respect, Ability to tackle complex problems in the workplace by using known analytical problem-solving techniques, Ability to prioritize tasks, Ability to delegate workflow accordingly, Ability to execute in a fast- paced productive environment, Commitment to leading, mentoring, coaching, supervising, and being a Role model by leading by example

Contact this candidate