Summary
Overview
Work History
Skills
Websites
Certification
Volunteer Experience
Languages
Animal rescue and rehoming
Timeline
Generic
Zurisadai Mora

Zurisadai Mora

GDL JAL

Summary

Dedicated customer service and technical support professional with over a decade of experience, including four years in supervisory roles. Seeking to leverage my expertise to contribute to the success of a dynamic organization.

I am a seasoned customer service and technical support professional with over 10 years of experience in the industry, including four years in supervisory roles. My career has spanned various sectors, including IT help desk management, property management, and customer service. I have a proven track record of improving service quality, developing training programs, and managing high-performing teams. My technical expertise is complemented by strong interpersonal skills and a commitment to customer satisfaction. I understand what the front line support means to our clients and that the core of any excellent customer service and satisfaction can only be achieved through a strong, united, and knowledgeable team. I am now seeking to bring my extensive experience and skills to a dynamic organization. Dependable professional with experience providing administrative, organizational and customer service support in virtual environments. Proficient in MS Office, G Suite, Asana, Monday.com, Leadsimple, Slack and other productivity tools. Possess strong communication and problem-solving skills with time management expertise to consistently meet objectives.

Overview

20
20
years of professional experience
5
5
Certifications

Work History

Client Support Manager

Keyrenter Property Management
1 2023 - Current
  • Managed customer satisfaction and service desk operations
  • Reduced client churn by proactively addressing concerns and identifying areas for improvement within the support experience.
  • Established strong relationships with key stakeholders, maintaining open lines of communication at all times.
  • Streamlined client support processes by implementing efficient ticketing and communication systems.
  • Enhanced client satisfaction with timely and effective issue resolutions.
  • Handled escalated cases effectively, demonstrating empathy and professionalism while resolving complex issues.
  • Oversaw recruitment and franchise development
  • Developed and nurtured business relationships.

Franchise Development - Recruitment Coordinator

Keyrenter Property Management
03.2018 - 01.2023
  • Conducted interviews and built business relationships.
  • Managed onboarding processes, ensuring New franchise leads had a seamless transition into their roles.
  • Enhanced candidate experience by streamlining the recruitment process and improving communication channels.
  • Confirmed appointments and interviews with Prospect Franchisees candidates.
  • Organized and hosted successful recruitment events, increasing brand awareness and attracting Franchise partners.
  • Maintained open lines of communication throughout the entire recruitment process, fostering positive relationships with both team and and prospect franchisees.
  • Partnered with external agencies when needed to expand the reach and improve candidate quality.

Customer Service and IT Support

Freelancer
02.2016 - Current
  • Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns in a timely manner.
  • Supported management in decision-making processes by providing detailed reports on operational activities and performance outcomes.
  • Collaborated with cross-functional teams to improve internal processes, resulting in smoother operations and better customer experiences.
  • Mentored junior team members, sharing industry best practices and fostering professional growth within the organization.

Senior II Supervisor

GOGO Grandparent
03.2018 - 04.2020
  • Managed a team of eight leaders, conducted weekly check-ins, and handled training and updates
  • Managed customer service escalations and business account check-ins.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Maintained compliance with company policies, objectives, and communication goals.

Information Technology Help Desk Supervisor

Dell Technologies
11.2011 - 01.2017
  • Oversaw daily help desk operations, ensuring timely and professional handling of customer requests
  • Developed training programs to improve service quality and employee efficiency.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented support interactions for future reference.
  • Assisted with updating technical support best practices for use by team.
  • Provided on-call support for critical issues related each client's software.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Trained and supported end-users with software, hardware, and network standards and use processes.
  • Recruited, trained and supported help desk technicians and representatives.
  • Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.

Bilingual Mortgage Senior Customer Service Representative

IGate Solutions
12.2011 - 12.2012
  • Handled inbound and outbound collection calls
  • Managed payment structures, repayment plans, and troubleshooting for apps and databases.

Information Technology Help Desk Supervisor

IGate Solutions
08.2009 - 11.2011
  • Managed service-level agreements (SLAs) and customer satisfaction.

Bilingual Customer Service Representative, Supervisor of Operations/QA & Training

TELETECH
07.2009 - 11.2011
  • Provided bilingual customer service, billing, and technical support
  • Managed teams of 12-21 agents, facilitated training, and conducted call evaluations and coaching.
  • Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
  • Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
  • Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.

Crew Trainer, Swing Manager, Shift Manager

McDonald's Restaurants
11.2004 - 03.2006
  • Trained new employees on restaurant tasks and duties
  • Managed shifts, conducted inventory, and handled cash management.

Local Office and Store Manager

MetroPCS Wireless
04.2004 - 06.2005
  • Supervised shifts, managed sales accounting, and conducted inventory
  • Assisted store manager with administrative tasks and cash management
  • Trained new employees and oversaw three stores.

Virtual Assistant Team Leader

BGA Firm
  • Coordinated assistant teams, managed metrics, and prepared monthly work routes
  • Conducted data entry, document evaluation, and call transcription.
  • Monitored emails, organized inbox, and prioritized messages for supervisor.
  • Set up virtual Zoom meetings, invited guests and disseminated agendas.
  • Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
  • Answered and screened calls to provide information, schedule appointments and take detailed messages.
  • Upheld the highest standard of confidentiality when handling sensitive information related to clients'' personal or business affairs.
  • Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.

Administration Coordinator

Title One Property Management
  • Assisted portfolio managers with rent collection, tenant complaints, and maintenance scheduling
  • Handled application screening, scheduling, email forwarding, and agenda control.
  • Coordinated large-scale events such as conferences or workshops, managing logistics, invitations, registration, and attendee experiences.
  • Facilitated clear communication between departments, scheduling regular meetings to address pressing issues or concerns.
  • Enhanced office productivity with thorough calendar management and meeting coordination for executives and staff members.
  • Managed confidential employee records, ensuring privacy and compliance with company policies and legal regulations.

TEFL Certified English Tutor

English Tutoring
  • Provided online English tutoring for various institutions.
  • Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
  • Improved students' written and verbal English skills through personalized learning programs.
  • Implemented creative teaching strategies like role-playing conversations or using multimedia resources, resulting in increased student interest in the subject matter.
  • Developed personalized tutoring sessions based on student needs, leading to improved academic performance.
  • Developed student confidence through positive reinforcement strategies.
  • Increased student confidence in spoken English through consistent practice and constructive feedback during conversational exercises.

Skills

Multitasking

Attention to Detail

Adaptability and Flexibility

Teamwork and Collaboration

Problem-Solving

Organizational Skills

Task Prioritization

Certification

Dealing with Angry Customers Training

Volunteer Experience

  • Private English-Spanish Tutor, 07/2007, Present, Ongoing, Tutored ESOL students and taught English at Light of the World Church.
  • Centro Cultural Recreation SJF, Project and Activity Assistant, 2009, Present, Ongoing
  • Red El Buen Samaritano, Volunteer, 2013, Present, Ongoing

Languages

English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)

Animal rescue and rehoming

Animal rescue and rehoming is one of my greatest passions and hobbies. It is deeply fulfilling to know that I can make a difference in the lives of animals who have been abandoned, abused, or neglected. Each rescue story is unique, filled with challenges and triumphs, and it is incredibly rewarding to see a frightened or injured animal transform into a happy, healthy pet ready for a loving home.

The process involves more than just finding animals in need; it requires a lot of dedication, patience, and sometimes, difficult decisions. I work closely with local shelters, veterinarians, and foster families to ensure that every animal gets the medical care and attention they need. The joy of seeing an animal find its forever home is indescribable. It's not just about giving them a second chance, but also about educating new owners and the community on the importance of responsible pet ownership.

The bond formed with each animal during their rehabilitation is special. Each success story motivates me to continue this work, knowing that there are always more animals out there who need help. It’s a hobby that brings immense joy, purpose, and a sense of accomplishment, and it’s something I’m deeply passionate about.

Timeline

Franchise Development - Recruitment Coordinator

Keyrenter Property Management
03.2018 - 01.2023

Senior II Supervisor

GOGO Grandparent
03.2018 - 04.2020

Customer Service and IT Support

Freelancer
02.2016 - Current

Bilingual Mortgage Senior Customer Service Representative

IGate Solutions
12.2011 - 12.2012

Information Technology Help Desk Supervisor

Dell Technologies
11.2011 - 01.2017

Information Technology Help Desk Supervisor

IGate Solutions
08.2009 - 11.2011

Bilingual Customer Service Representative, Supervisor of Operations/QA & Training

TELETECH
07.2009 - 11.2011

Crew Trainer, Swing Manager, Shift Manager

McDonald's Restaurants
11.2004 - 03.2006

Local Office and Store Manager

MetroPCS Wireless
04.2004 - 06.2005

Client Support Manager

Keyrenter Property Management
1 2023 - Current

Virtual Assistant Team Leader

BGA Firm

Administration Coordinator

Title One Property Management

TEFL Certified English Tutor

English Tutoring
Dealing with Angry Customers Training
Customer Service Quality Connection Training
Customer Service Certified
TEFL Certified
ITIL V3 Foundation Certified

Similar Profiles

CREATE PROFILE
Zurisadai Mora