Open to opportunities

Mizriam Moralez

@mizriammoralez

Message

Results-driven customer success and operations professional skilled in data analysis and workforce optimization.

Guatemala

Message

What I'm looking for

I seek a customer-focused role where I can apply data analysis and workforce-management skills to improve operations, drive client satisfaction, and grow into leadership.

I am a results-driven professional with extensive experience in customer success, data analysis, and operational efficiency across finance, logistics, and support industries.

I have managed customer inquiries and cases using Salesforce and Genesys Cloud, analyzed performance metrics, and recommended service improvements to drive satisfaction and compliance.

My background includes logistics coordination, collections, appointment setting, and sales roles where I optimized workforce planning, supervised schedules, and consistently met targets.

I hold ongoing business studies, multiple project management and data-focused certifications, and I bring strong communication, problem-solving, and multitasking skills to fast-paced environments.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Associate

Current

Kafene

Nov 2024 - Present (11 months)

Monitored and managed customer inquiries and cases for Kafene, maintaining high satisfaction and compliance while analyzing feedback to recommend service improvements. Maintained accurate interaction logs and built sustainable client relationships through clear communication.

& Customer Success Case Management Salesforce Service Cloud Customer Feedback Analysis Logging Communication Problem Solving

Inside Sales Associate

Icon Solutions

Dec 2023 - Oct 2024 (10 months)

Conducted phone sales and client outreach for Tripoint Lending, using CRM tools and consultative selling to deliver tailored financial solutions and drive engagement. Gained experience in direct mail campaigns and high-volume call handling.

Salesforce CRM Consultative Selling Direct Mail Customer Engagement Call Center Operations

Customer Success Representative

Omni Interactions

Sep 2023 - Feb 2024 (5 months)

Provided real-time client support for CFA Institute, managed cases in Salesforce Service Cloud and met service-level agreements while identifying workflow bottlenecks to improve operational efficiency. Delivered consistent productivity and quality in support operations.

Salesforce Service Cloud Case Management SLA Management Customer Support Quality Assurance

Logistics Coordinator

Lean Solution

Feb 2023 - Aug 2023 (6 months)

Supervised logistics schedules and resources, ensuring timely delivery and resolving real-time operational issues while using cloud-based workforce planning systems to optimize task allocation. Communicated across teams to maintain service continuity.

Logistics Coordination Workforce Management Cloud Based Systems Scheduling Optimization

Appointment Setter

Omni Interactions

Feb 2023 - Jun 2023 (4 months)

Engaged patients for Carbon Health via phone, email and EHR, scheduled appointments using Salesforce CRM and coordinated with clinical teams to ensure accurate logistics and documentation.

Scheduling Salesforce Slack Customer Service

Sales Representative

Conduent

Jan 2019 - Jan 2023 (4 years)

Resolved pre-cruise accounting issues and handled escalations for Royal Caribbean, upselling products to enhance guest satisfaction and collaborating with revenue and operations teams to meet guest needs.

Upselling Escalation Management Cross Functional Collaboration Account Reconciliation

Collections Senior Specialist

Capgemini

Oct 2016 - Nov 2018 (2 years 1 month)

Managed accounts and prepared monthly forecasts for Coca-Cola clients, coordinated with delivery teams and reported collection progress to management to ensure timely payments and strong retailer relationships.

Collections Forecasting Account Management Reporting

Debt Collector

Hunter Warfield

Feb 2016 - Sep 2016 (7 months)

Resolved outstanding balances through outbound and inbound campaigns, performed skip tracing and complied with regulatory guidelines while consistently exceeding monthly collection targets.

Debt Collection Skip tracing Outbound Calling & Compliance Negotiation Performance Targeting

Billing Back Office Specialist

TELUS International

Sep 2014 - Jan 2016 (1 year 4 months)

Managed billing backlogs and cases in SAP for TXU Energy, ensured data accuracy for customer accounts, investigated unpaid accounts and reported fraud while conducting collections activities.

SAP Fraud Investigation Collections Case Management