Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Adelina Morales

Hacienda Heights,CA

Summary

Diligent Customer Service Representative with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.

Overview

20
20
years of professional experience

Work History

Customer Service Representative

Batory Foods
02.2015 - 02.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Sought ways to improve processes and services provided.
  • Managed timely and effective replacement of damaged or missing products.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

Customer Service Representative

Mulligan Sales
11.1999 - 02.2015
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.
  • Managed timely and effective replacement of damaged or missing products.
  • Trained staff on operating procedures and company services.

Education

High School Diploma -

Glen A Wilson
Hacienda Heights, CA
06-1977

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Call center experience
  • Customer relations
  • Conflict resolution
  • Complaint handling
  • Payment processing
  • Client relations
  • Customer satisfaction measurement
  • Call center operations
  • Professional telephone demeanor
  • Scheduling
  • Follow-up skills
  • Microsoft outlook
  • Product knowledge
  • Paperwork processing
  • Appointment scheduling
  • Order processing
  • Administrative support
  • Documentation
  • Data collection
  • Customer relationship management (CRM)
  • Prioritization
  • Quality control
  • Clerical support
  • Filing
  • Dispute resolution
  • Product sales
  • Product and service solutions
  • Sales expertise
  • Order fulfillment
  • Account updating
  • Account management
  • Service upselling
  • Bilingual

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative

Batory Foods
02.2015 - 02.2020

Customer Service Representative

Mulligan Sales
11.1999 - 02.2015

High School Diploma -

Glen A Wilson

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Adelina Morales