Overview
Work History
Education
Timeline
Generic

Corie Morales

Lake Station,IN

Overview

7
7
years of professional experience

Work History

Call Center Supervisor

Medicaid & Medicare
Lake Stat, IN
06.2022 - 05.2023
  • Developed and implemented customer service policies and procedures.
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Collaborated with other departments to streamline processes and improve service delivery.
  • Prepared reports on team performance, customer feedback, and operational metrics for senior management.
  • Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Collaborated with other departments to develop solutions for customer needs.
  • Assisted professionals by listening in on customer calls and suggesting techniques to close sales.
  • Used video conferencing solutions to communicate and train personnel in remote offices.
  • Managed daily operations, client relations and IT.
  • Responded to customer inquiries and delivered appropriate information after carefully researching issues.
  • Directed and supervised staff performance.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Call Center Customer Service Representative

Cox Communications
Lake Station, IN
02.2022 - 06.2022
  • Answered incoming customer calls regarding product inquiries, orders, and complaints.
  • Provided customers with product and service information.
  • Resolved customer issues in a timely manner.
  • Maintained accurate records of customer interactions and transactions.
  • Adhered to all company policies and procedures related to customer service.
  • Identified potential opportunities for upselling products or services to customers.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Followed up with customers to ensure their satisfaction with the resolution of their issue.
  • Responded promptly to customer inquiries via email or chat systems.
  • Offered support for technical problems associated with products or services purchased by the customer.
  • Educated customers on product features and benefits that best suit their needs.

Home Care Provider

Options of Senior America
Merrillville, IN
02.2019 - 11.2020
  • Assisted elderly clients with daily activities such as bathing, dressing, and grooming.
  • Performed light housekeeping tasks including vacuuming, dusting, laundry, and meal preparation.
  • Encouraged social interaction among clients to maintain positive mental health.
  • Educated family members on proper care techniques for their loved one.
  • Managed client's schedule of doctor's appointments, therapies.
  • Provided companionship through conversation and recreational activities.
  • Provided entertainment and companionship through conversation, reading and board games.
  • Delivered high level of assistance with cooking, meal preparation and shopping.

Delivery Driver

Uber Eats
Lake Station, IN
01.2016 - 11.2019
  • Received daily delivery instructions and route assignments from dispatch.
  • Ensured accurate completion of all paperwork associated with deliveries.
  • Inspected delivery vehicle to ensure optimal safety and performance prior to each trip.
  • Followed safety protocols for loading, unloading, securing, inspecting, operating, and maintaining the assigned vehicle.
  • Responded promptly to emergency situations involving vehicles or personnel on the roadways.
  • Cleaned interior and exterior of delivery vehicle at end of shift as needed.
  • Reported mechanical issues with delivery vehicle to supervisor in a timely manner.
  • Stayed up-to-date on changing local roads and construction areas that may affect routes.
  • Drove safely in all weather conditions including rain, snow, sleet, ice.
  • Navigated routes with relevant map programs and GPS systems.

Education

GED -

Ged
Hobart, IN
01-2024

Timeline

Call Center Supervisor

Medicaid & Medicare
06.2022 - 05.2023

Call Center Customer Service Representative

Cox Communications
02.2022 - 06.2022

Home Care Provider

Options of Senior America
02.2019 - 11.2020

Delivery Driver

Uber Eats
01.2016 - 11.2019

GED -

Ged

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Corie Morales