Christina Hornedo- Morales
Lakeland,FL
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback ,with extensive experience in the customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Very Detailed Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Wyndham Financial Services
12.2022 - Current
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Updated account information to maintain customer records.
- Pays Close Attention To Detail.
- Problem Solving & Actively Listens To Customers Concerns.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative Agent
Gieco
12.2021 - 07.2022
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Pays Close Attention To Detail & Actively Listens To Customers Concerns..
- Updated account information to maintain customer records.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Physician Call Operator
Lakeland Regional Health
06.2016 - 01.2020
- Observed signal lights on switchboards and dialed or pressed buttons to make connections.
- Transcribed message details to promptly relay to appropriate recipients.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Participated in emergency preparation meetings to understand crisis management procedures.
- Operated telephone switchboard to provide information, take messages and forward calls.
- Configured secure call infrastructure through management software to initialize each call.
- Operated switchboard and routed incoming calls to appropriate departments.
- Supported customers by managing 50+ calls per day efficiently while maintaining professionalism and upbeat tone.
Customer Service Representative
Direct Interactions
01.2012 - 01.2016
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Independant contractor for a Seattle-based customer service call center.including bill collections,&liason with state agencies.
Education
High School Diploma -
Luis Munoz Rivera High School
1986
Skills
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Customer Account Management
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Transaction Processing
- CRM Software
- Responding to Difficult Customers
- Call Documentation
- Understanding Customer Needs
- Creative Problem Solving
- Inbound and Outbound Calling
- Problem-Solving Abilities
- Adaptive Team Player
- Credit Card Payment Processing
- Excellent inter-personal skills
- Organizational Skills
- Computer Literacy
- Typing 35 wpm
- Customer Relations
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Wyndham Financial Services
12.2022 - Current
Customer Service Representative Agent
Gieco
12.2021 - 07.2022
Physician Call Operator
Lakeland Regional Health
06.2016 - 01.2020
Customer Service Representative
Direct Interactions
01.2012 - 01.2016
High School Diploma -
Luis Munoz Rivera High School
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