Aileen Diaz-Morales
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
13
13
years of professional experience
Work History
ONLINE T2 TECHNICAL SUPPORT
Santander Bank
10.2017 - 09.2023
- Assisted internal and external customers with accessing online service
- Assisted with updating technical support best practices for use by team through a Microsoft Team Chat/Private messaging service.
- Researched product and issue resolution tactics to address customer concerns.
- Demonstrated adaptability by staying current with ever-evolving technology changes, ensuring continuous improvement in service delivery quality.
- Translated complex technical issues into digestible language for non-technical users.
CUSTOMER SERVICE
Centene
02.2016 - 06.2017
- Greeting customer with a smile, assisted customers with their obama care healthcare questions and concerns
- Demonstrated respect, friendliness and willingness to help wherever needed.
ADMINISTRATIVE ASSISTANT
NextMed
12.2014 - 02.2016
- Assisted sales representatives with the flight plans, reservations at hotels, and setting up expos
- In addition i assisted the executive assistance with all office related services which included packets, mailings, meeting presentations and any support needed
- I was able to greet all incoming visitors and contact the appropriate department/individual
RETAIL AND MORTGAGE CUSTOMER SERVICE
Santander Bank
11.2010 - 08.2014
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Managed high call volume while maintaining professionalism and empathy towards distressed customers facing foreclosure or other challenges.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Education
Vocational/Technical Certificate - Micro Computer Technology
Reading Muhlenberg Vo-tech School
Reading, PA06.1989
High School Graduate - General Studies
Reading Senior High
Reading, PA06.1989
Skills
- Teamwork and Collaboration
- Service support
- Technical Support
- Customer Service
- Technical Troubleshooting
- Mobile Device Support
- Friendly and Patient
- Attention to Detail
- Remote Support
References
References are available upon request
Languages
Spanish
Limited Working
Timeline
ONLINE T2 TECHNICAL SUPPORT
Santander Bank
10.2017 - 09.2023
CUSTOMER SERVICE
Centene
02.2016 - 06.2017
ADMINISTRATIVE ASSISTANT
NextMed
12.2014 - 02.2016
RETAIL AND MORTGAGE CUSTOMER SERVICE
Santander Bank
11.2010 - 08.2014
Vocational/Technical Certificate - Micro Computer Technology
Reading Muhlenberg Vo-tech School
High School Graduate - General Studies
Reading Senior High