Inbound Customer Support Specialist

Catherine E. Moreno

Colorado Springs, CO 323-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

Customer service professional with several years of experience supporting customers through phone and email in fast-paced environments. Known for being patient, detail-oriented, and solution-focused. Comfortable learning new systems and tools quickly, documenting clear case notes, and following issues through to resolution. Experienced working both independently in remote settings and collaboratively with team members to ensure a positive customer experience.

CORE SKILLS

• Inbound Phone & Email Support

• Remote Work & Team Collaboration

• Customer Issue Resolution & Escalation Support

• Strong Written & Verbal Communication

• Clear Documentation & Call Notes

• CRM Data Entry (Salesforce)

• Time Management & Multitasking

• Bilingual Communication

PROFESSIONAL EXPERIENCE

Sales Manager (Remote) Pacific Battleship Center (Battleship IOWA Museum) — San Pedro, CA

August 2021 – Present

Respond to customer inquiries via phone and email, ensuring questions are answered clearly and accurately.

Maintain detailed notes in Salesforce to track communication and next steps.

Support customers through booking processes, payments, and scheduling questions.

Troubleshoot issues and coordinate with internal teams to resolve concerns in a timely manner.

Manage multiple inquiries at once while maintaining professionalism and attention to detail.

Work independently in a remote environment while staying connected with team members.

Team Lead Sam’s Club — Colorado Springs, CO

December 2020– May 2022

Assisted customers with questions, returns, and concerns in a high-volume retail setting.

Handled escalated customer issues with patience and professionalism.

Supported daily operations by ensuring smooth front-end workflow.

Helped train and guide team members on customer service best practices.

Booking Coordinator (Hybrid) Pacific Battleship Center (Battleship IOWA Museum) — San Pedro, CA

September 2017 – August 2021

Served as a primary point of contact for phone and email inquiries related to bookings and events.

Managed customer records and entered detailed information into Salesforce CRM.

Processed payments and manual orders with strong attention to accuracy.

Coordinated with operations and education teams to ensure services were delivered as scheduled.

Followed up on open inquiries to ensure complete resolution.

Agent Staff Marcus C. Brown – State Farm — Redondo Beach, CA

August 2016 – 2017

Provided customer support for policy servicing, payments, and coverage questions.

Communicated clearly with clients to explain processes and next steps.

Maintained accurate documentation while handling confidential information.

Lead Ambassador The Customer Service Experts — Redondo Beach, CA

April 2014 – March 2020

Delivered front-line customer service in fast-paced environments.

Resolved customer concerns and ensured positive guest experiences.

Assisted with reporting, documentation, and daily operational support.

EDUCATION

El Camino College 2010 – 2013

Gertz-Ressler High School 2006 – 2010

TOOLS & LANGUAGES

Salesforce CRM Microsoft Office & Excel Google Workspace POS & Payment Processing Bilingual

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