Haley Moreno Email and Phone Number

At Alpine Home Air Products, I ensure exceptional customer experiences by reviewing customer interactions, system processes, and operational touchpoints. My focus is on providing actionable feedback to enhance team performance and maintain high-quality standards.Key Responsibilities:AI Integration for Training: Develop instructional materials and curriculum using AI technologies, including GPT and LMS, to support training and professional development. Build custom AI tools, such as CustomGPTs, to create dynamic knowledge bases.Quality Reviews: Evaluate consultative sales approaches and adherence to company policies. Deliver detailed, fact-based feedback to Product Specialists and Sales Management to drive improvements.Audits and Optimization: Conduct audits of system movements and task completions to ensure compliance and accuracy. Identify patterns and recommend improvements to processes, technology, and training.Collaboration and Leadership: Lead calibration meetings to align quality expectations and strategies. Present data-driven insights to support operational success.Problem Solving: Engage in professional development with a focus on AI and data analytics. Address challenges with a triple-win perspective (Customer, Employee, Company) to drive sustainable improvements.AI Tool Usage: Leverage AI tools daily for Quality Assurance tasks, grading calls, and developing innovative solutions. Support the creation of CustomGPTs and explore creative applications of AI technologies.

-Manage inbound calls: Greet customers and contractors in a professional, friendly manner. Manage incoming calls, routing them to the appropriate individuals or departments. Creating projects for potential clients and directing them to the appropriate queue. With a KPI goal of 90% for call scores, maintained a 97% call score. Stayed in the top score of team KPI goal for overall scores (Call scores, infractions, answered calls, accounts won) with 73% with a team average of 70%.-Project Planning and Scheduling: Develop and maintain detailed project plans, timelines, and schedules.Collaborate with cross-functional teams to ensure project milestones, issues, and goals are met and handled by the appropriate team.-Customer Service: Provide excellent customer service by addressing inquiries and directing customers to the appropriate resources. Assist with basic and detailed customer service requests and maintain a positive customer experience. Provide customer support for HVAC technicians seeking technical support as well as business owners, homeowners, and contractors. Effectively communicate and deliver documentation, warranty information, and account management.-Administrative Support: Perform general administrative tasks, including data entry, and office organization. Assist in scheduling appointments and maintaining calendars for key personnel. Maintaining reports of abandoned callers, consolidating duplicate customer accounts, and reorganizing customer databases. Maintain responsibility for sales inbox, project creation, assignments of new projects and potential sales leads, and database organization periodically. -Communication: Effectively communicate with internal teams (sales, customer service, technical support, and order management) to relay messages and information. Facilitate effective communication between project holders, including internal teams and customers or contractors. Act as a central point of contact for project-related inquiries and updates.

-Manage customer relations interactions via phone calls concerning technology issues, billing concerns, cancellations and schedules for programming on various networks. -Key Performance Indicators monthly stats (KPI’s) : Customer Satisfaction (CSAT) 99-100% vs 96% goal Viewer Experience Center Ambassador (VEC) Notable projects while in this position: -Built Department website pages along side peers with minimal direction or supervision. -Opened brand new department (ESPN+ Retention) with peers. -Worked with Team managers and Higher ups to develop plan of action and best practices for future hires.-Lead Team Huddles with important information and activities to boost morale.-Joined FamFun as an ambassador to maintain and higher department morale with work friendly games, quizzes and prizes. Directly impacting morale, participation and fun in a positive manner.- Mentor for CCA academy: provide real time support to new hires, insight to company policies and workflow, oversee small groups and mentor classes of 5-30 new hires to ensure their comfort when learning responsibilities of the job.

Manage real-time Viewer interactions via multiple calls/chats regarding software functionality, system configuration, account management, and billing inquiries - Directly impacting efficiency and viewer loyalty. Managed over 15,000+ cases Key Performance Indicators (KPI’s) : Customer Satisfaction (CSAT) 100% vs 96% goal Viewer Experience Center Ambassador (VEC) - Drive Strategic Business initiatives during focus groups collaborations.

Manage real-time Viewer interactions via multiple calls/chats regarding software functionality, system configuration, account management, and billing inquiries - Directly impacting efficiency and viewer loyalty. Managed over 15,000+ cases Key Performance Indicators (KPI’s) : Customer Satisfaction (CSAT) 100% vs 98% goal Viewer Experience Center Ambassador (VEC) - Drive Strategic Business initiatives during focus groups collaborations.

Design and cut custom projects. Proficient in Circut software. Created custom t shirts, permanent decals for cars, and other custom projects.

Frequently interacted with customers in person, by phone, email, and text.Coordinated with customers the delivery of vehicles purchased from Carvana.Kept and maintained accurate detailed notes of customer interactions.Completed a pre-delivery checklist to assure the vehicle is ready for delivery.Promptly responded to customer requests and assist customers to resolve issues and complaints.Resolved complex issues with guidance from others.Put together fun customized care packages.Operated customized single-car and double-car haulers on public roads to deliver newly purchased vehicles to customers.Accurately completed customer paperwork.

Provided consultations with customers. Took photographs sessions anywhere from 20-60 minutes at a time. Uploaded all photos to database. Edited and labeled each Photo with Adobe Photoshop. Transferred edited photos to custom CD or flash drive for client. Delivered product to clients. Provided follow ups to each client.

Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.Prevented store losses using awareness, attention to detail and integrity.Cross-trained and provided back-up for other customer service representatives when needed.Computed accurate sales prices for purchase transactions.Worked as a team member performing cashier duties, product assistance and cleaning.Prepared and sold broad range of customized merchandise to individuals and commercial accounts.Expressed appreciation and invited customers to return to the store.Managed quality communication, customer support and product representation for each client.Assisted customers with store and product complaints.Guaranteed positive customer experiences and resolved all customer complaints.Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.Assisted customers in finding out-of-stock items.Processed merchandise returns and exchanges.Replenished merchandise shelves with items from the stockroom.Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.Stocked and rotated inventory regularly.Communicated all merchandise needs or issues to appropriate supervisors.Used an automated system to print out sales figures and statistics to present to managers. Lifted boxes of merchandise at least 30 lbs or more.