Open to opportunities

Jessica Mora

@jessicamora

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Detail-oriented senior resolution specialist with extensive customer service experience.

United States

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What I'm looking for

I am looking for a role that values customer advocacy and offers opportunities for professional growth.

I am a detail-oriented and highly organized professional with over 10 years of experience in providing comprehensive support as an administrative assistant and customer service specialist. My recent role as a Senior Resolution Specialist at Walmart involved handling escalated customer issues, collaborating with various departments to ensure resolutions aligned with company policies, and advocating for customer needs. I pride myself on my ability to analyze customer feedback and provide actionable insights that enhance service offerings and customer interactions.

Throughout my career, I have developed a strong skill set in managing office operations, processing data, and utilizing various tools such as Microsoft Office Suite and CRM software. My experience also includes mentoring junior team members and continuously improving resolution processes to deliver high-quality customer experiences. I am committed to maintaining confidentiality and ensuring compliance with legal and regulatory guidelines, particularly in healthcare and wellness-related services.

Experience

Work history, roles, and key accomplishments

Senior Resolution Specialist

Walmart

May 2023 - May 2024 (11 months)

Managed escalated customer issues related to pharmacy and wellness programs, collaborating with various departments to ensure compliance and customer satisfaction. Analyzed feedback to improve services and developed reports for trend tracking. Provided mentorship to junior specialists.

Customer Service Data Analysis Team Collaboration Compliance Management Microsoft Office Suite CRM Software Empathy Mentorship

Licensed Sales Agent

Allstate - Bobby Reneau Agency

Sep 2022 - Jan 2023 (4 months)

Processed customer policy changes and payments while providing exceptional service. Engaged with clients to identify needs and promote insurance options, enhancing customer retention through effective communication.

Customer Service Policy Management Client Engagement Problem Solving Documentation Communication Skills Cross Selling Time Management Relationship Building

Administrative Assistant

Marmak Designs

May 2018 - Jan 2022 (3 years 8 months)

Managed office operations, including scheduling and maintaining records. Assisted in report preparation and client inquiries, ensuring timely follow-up and effective communication across departments.

Office Management Scheduling Report Preparation Client Communication CRM Management Team Collaboration Technical Support Data Processing

Senior Pawnbroker

Insta Cash Pawn

Mar 2015 - Oct 2017 (2 years 7 months)

Evaluated and appraised items for pawn transactions, ensuring compliance with regulations. Provided customer service and led a team, fostering a positive environment and promoting business growth.