Cecilia Morales
Call Representative
Jacona, Michoacán
Summary
Experienced call center representative for 3+ years of providing excellent customer service skills in handling calls. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated.
Overview
5
5
years of professional experience
1
1
Language
Work History
QA Manager
Alliance Health
Kendell, Florida
12.2022 - 01.2023
- Monitored staff organization and suggested improvements to daily functionality.
- Inspected all Agent's calls and progress throughout shifts.
- Reported poor customer service, incorrect information, no authorization for payment, ect. To shift leads and supervisor.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Sent daily report to supervisor.
- Updated daily reports on Google sheets of all Agents calls and write ups.
Call Center Representative
Alliance Health
Kendell, Florida
08.2021 - 12.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- stay up to date with new protocol and service offerings.
- Leveraged scripts and other resources to answer questions and direct to appropriate resources.
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Developed and updated databases to handle customer data and follow ups on possible leads.
Call Center Representative
Legal Shield
Tulsa, Oklahoma
04.2018 - 05.2021
- Answer incoming calls and provide a legal plan to help with clients legal services.
- Educated customers on the company and what they offer and the service options, Cost of legal services.
- Processed debit and credit card payments.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer calls and emails to answer questions about their legal plan, any Issues and services they need assistance with.
- Developed and updated databases to handle customer data and do follow ups on possible leads.
Education
High School Diploma -
West Mesa High School
Albuquerque, NM Skills
- Ul>
- ADP
- P>Google Sheets
- P>Report Preparation
- P>Record Data/ Review Data
- P>Call Tracking Metrics
- P>Monitoring Calls
- P>GoMeyra
- P>Excellent Communication
- P>Planning and Coordination
- P>Multitasking Abilities
- P>Organization and Time Management
- P>Teamwork and Collaboration
- P>Critical Thinking
- P>Good Telephone Etiquette
- P>Gathering information
- P>Answering questions
- P>Customer support
- P>Verbal and written communication
- P>Inbound phone calls
- P>Call center operations
Timeline
QA Manager
Alliance Health
12.2022 - 01.2023
Call Center Representative
Alliance Health
08.2021 - 12.2022
Call Center Representative
Legal Shield
04.2018 - 05.2021
High School Diploma -
West Mesa High School
Similar Profiles
Renee CampbellRenee Campbell
Utilization Management MHSUD Clinical Care Special at Alliance HealthUtilization Management MHSUD Clinical Care Special at Alliance Health
Reginald WoodReginald Wood
ER Registered Nurse at Alliance HealthER Registered Nurse at Alliance Health
Alexa VelasquezAlexa Velasquez
Insurance Agent at Alliance HealthInsurance Agent at Alliance Health
Robin PerryRobin Perry
Care Manager I Waiver/I-DD at Alliance HealthCare Manager I Waiver/I-DD at Alliance Health
María Fernanda Herrejón RangelMaría Fernanda Herrejón Rangel
Servicio Social at Secretaria De Salud PúblicaServicio Social at Secretaria De Salud Pública