Andrea Morales
San Antonio
Summary
Dedicated professional with extensive experience in customer service roles aiming to leverage skills in communication, problem-solving, and relationship building as a Customer Service Representative. Proven track record of managing inquiries, resolving complaints, and providing detailed information about services offered. Committed to fostering positive interactions with clients while maintaining operational efficiency. Seeking opportunities to contribute to a team-oriented environment focused on delivering exceptional customer experiences.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Overnight Concierge
Franklin Park Senior Living
San Antonio
05.2021 - Current
- Updated front desk's concierge book to maintain most relevant visitor information.
- Directed incoming calls and messages to appropriate staff or residents.
- Offered personalized concierge services such as booking appointments or arranging transportation needs for guests/residents.
- Assisted with check-in and check-out procedures including confirming reservation details and providing directions to guest/resident rooms.
- Handled mail and package deliveries, keeping items secure.
- Trained new staff members on proper policies and procedures related to customer service delivery.
- Managed a concierge desk, keeping area organized and stocked with necessary materials.
- Prepared weekly reports on occupancy rate, room availability and any other relevant data.
- Entered work orders for housekeeping, pest control and maintenance issues.
- Managed incoming calls from potential clients seeking information about amenities or services offered by the facility.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to residents/guests.
- Acknowledged and greeted residents/guests entering or leaving building,promoting pleasant environment.
- Conducted regular site inspections to ensure adherence to safety regulations.
- Resolved residents complaints promptly and professionally.
- Offered residents/guests beverages and refreshments upon check-in.
- Maintained calm composure during emergencies while communicating with local law enforcement and emergency response services.
- Checked and secured building areas during off-hours to prevent entry by unauthorized individuals.
- Conducted rounds of the premises to ensure safety and security.
- Monitored CCTV systems to ensure safety and security of premises and residents.
- Conducted regular rounds to keep residents and areas safe and secure.
- Chaperoned group-sponsored trips and social functions.
- Organizing social events, group activities, and outings, creating opportunities for residents to connect with one another , form friendships, and feel a sense of belonging.
- Decorating common areas and organizing seasonal displays or themeddecorations creating a homely and inviting atmosphere.
CSR, Sales
Sears Call Center
San Antonio
03.2013 - 03.2021
- Handled various customer inquiries, including appliance protection plans, Sears.com and Kmart.com support, product repairs, deliveries, and appliance parts sales.
- Educated customers on product features and benefits so that they can make informed decisions when purchasing a product or service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Followed up with customers to ensure their satisfaction with products or services they received.
- Maintained updated knowledge through continuing education and advanced training.
Member Service Representative
Sam's Club/XEROX
San Antonio
06.2010 - 02.2013
- Answered incoming calls regarding membership benefits and services.
- Assisted with the opening of new accounts and processed account maintenance requests.
- Handled customer complaints in an efficient and courteous manner.
- Identified opportunities for cross-selling additional products or services based on member needs.
- Answered member questions about products and services.
- Completed transactions for membership renewals and extensions.
- Enhanced member relationships by providing excellent service during each interaction.
- Leveraged software and systems to research and resolve member inquiries.
- Provided guidance to members on how best to use products or services offered by Sam’s Club.
Education
CNA License - Nursing
Institute Of Allied Healthcare
San Antonio, TX03-2025
Skills
- Patient care
- Customer service
- Basic life support
- CNA
- Data Entry
- Typing proficiency
- Relationship building
- Order processing
- Verbal and written communication
- Prioritization
- Creative problem solving
Certification
- CNA License
- CPR Certificate
Timeline
Overnight Concierge
Franklin Park Senior Living
05.2021 - Current
CSR, Sales
Sears Call Center
03.2013 - 03.2021
Member Service Representative
Sam's Club/XEROX
06.2010 - 02.2013
CNA License - Nursing
Institute Of Allied Healthcare