Heatherton Moreno
Phoenix
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
25
25
years of professional experience
Work History
CS Tech Champion II
Verizon
09.2022 - 05.2025
- Improved business performance and customer experience by delivering data-informed training solutions to workforce education teams.
- Strong analytical skillset.
- Translating data-driven findings into actionable recommendations and insights that drive business results and support well-informed decision making across the organization, with external stakeholders, and leaders.
- Analyzing, examining data, including customer situations.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Learned and adapted quickly to new technology and software applications.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
CS Tech Coordinator
Verizon
04.2010 - 05.2022
- Streamlined troubleshooting processes for improved efficiency in addressing client concerns, and team productivity.
- Managed complex projects from inception to completion, ensuring alignment with customer needs.
- Assisted clients with technical inquiries, providing clear explanations and solutions to their problems.
- Collaborated with cross-functional teams to implement innovative solutions, resulting in improved service delivery.
- Conducted troubleshooting and diagnostic assessments for customer service issues.
- Implemented solutions to enhance network reliability and performance for residential customers.
- Increased customer satisfaction by promptly addressing complaints and implementing corrective actions.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Identified and resolved discrepancies and errors in customer accounts.
Assistant Front-End Manager
Albertsons LLC
10.2008 - 08.2009
- Managed front-end operations, including customer service, check-out lanes, cash handling procedures and store appearance.
- Supervised and trained staff to ensure excellent customer experience and efficient operations.
- Conducted end-of-night cash reconciliations, accurately counting and verifying cash, credit card, and other tender types.
- Demonstrated expertise in cash handling procedures, ensuring zero cash discrepancies and no losses.
- Implemented and maintained strict cash handling controls, resulting in 100% accuracy and accountability.
- Trained and mentored team members, enhancing service quality and employee engagement.
- Supervised daily operations, ensuring compliance with company policies and standards.
Design Consultant
Home Depot
09.2002 - 05.2008
- Provided expert advice and guidance to customers on home design and renovation projects, including kitchen and bath design, flooring, and other home improvement solutions.
- Utilized strong communication and interpersonal skills to understand customer needs and preferences and developed customized design solutions to meet their goals.
- Assisted customers in selecting materials, fixtures, and appliances, and ensured all design plans met customer expectations, and budget requirements.
- Conducted in and out of store consultations, and measuring for projects
- Developed strong relationships with customers and provided excellent customer service.
- Success in increasing customer satisfaction ratings
- Reached 5th in the nation for custom window fashion sales.
- Led design consultations to enhance customer home improvement projects and achieve desired aesthetics.
Clinical Research Core Lab Assistant Tech III
UNMH
06.2000 - 06.2002
- Collaborating with research teams to support clinical trials and studies.
- Maintaining specimen storage.
- Specimen organization and shipping to UCLA for off-site testing.
- Ensuring compliance with regulatory requirements and implementing quality control measures.
- Laboratory liaison between physicians and laboratory staff.
- Conducted routine laboratory tests ensuring compliance with safety protocols and quality standards.
- Assisted in preparation of specimens for analysis, maintaining accuracy and efficiency in processes.
- Collaborated with team members to streamline workflows and improve lab operations.
- Maintained laboratory equipment, performing regular checks to ensure optimal functionality and reliability.
- Analyzed test results, providing detailed reports that contributed to clinical decision-making processes.
- Handled hazardous materials responsibly following proper waste disposal procedures to minimize environmental impact.
- Actively participated in lab safety inspections, identifying potential hazards and implementing corrective actions promptly.
- Maintained documentation on tests performed in lab.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Enhanced lab safety measures by conducting regular equipment maintenance and implementing updated protocols.
- Monitored and documented safety standards to verify compliance.
- Implemented quality control measures that increased equipment reliability and reduced downtime significantly.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
Education
Bachelor of Arts - University Studies
University of New Mexico
Albuquerque, NM01.2002
Associate of Arts - Liberal Arts
Crafton Hills College
Yucaipa, CA01.1999
Skills
- Customer service
- Friendly, positive attitude
- Teamwork and collaboration
- Problem-solving
Languages
English
Timeline
CS Tech Champion II
Verizon
09.2022 - 05.2025
CS Tech Coordinator
Verizon
04.2010 - 05.2022
Assistant Front-End Manager
Albertsons LLC
10.2008 - 08.2009
Design Consultant
Home Depot
09.2002 - 05.2008
Clinical Research Core Lab Assistant Tech III
UNMH
06.2000 - 06.2002
Bachelor of Arts - University Studies
University of New Mexico
Associate of Arts - Liberal Arts
Crafton Hills College
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