Emilia Morales
West Jordan
Summary
Dedicated and customer-focused professional with over 4 years of experience providing exceptional member service in a fast-paced financial environment. Skilled in communication, problem-solving, account support, and building positive customer relationships. Holds an Associate Degree in Education, bringing strong interpersonal skills, patience, and a passion for helping others. Seeking opportunities to leverage customer service expertise, attention to detail, and professional communication skills in a growth-oriented organization.
Overview
5
5
years of professional experience
Work History
Contact Center Representative
Cyprus Credit Union
Salt Lake City
09.2021 - Current
- Assisted customers with account inquiries and transaction processing.
- Resolved customer complaints using effective communication and problem-solving skills.
- Educated members about products, services, and promotions offered by the credit union.
- Collaborated with team members to improve customer service workflows and practices.
- Utilized call center software to manage customer interactions and track resolutions.
- Provided training to new staff on policies, procedures, and best practices in service delivery.
- Provided technical support to customers on products or services offered by the company.
- Resolved customer complaints in a professional manner.
- Attended regular training sessions on relevant topics to stay updated with industry trends.
- Developed and implemented new processes for handling customer inquiries efficiently.
- Identified opportunities to upsell additional products or services.
- Answered customer inquiries via phone, email, and chat.
- Performed troubleshooting and problem solving for customer issues.
- Assisted customers with order placement and payment processing.
- Utilized various software tools such as Microsoft Office Suite, Salesforce.
- Educated customers on features and benefits of products or services.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
Education
Associate of Science - Education
Salt Lake Community College
Salt Lake City, UT05-2024
Skills
- Customer support
- Call center software
- Technical troubleshooting
- Sales techniques
- Process improvement
- Customer relationship management
- Workflow optimization
- Conflict resolution
- Effective communication
- Team collaboration
- Training and mentoring
- Problem solving
- Attention to detail
- Call handling
- Workload management
Timeline
Contact Center Representative
Cyprus Credit Union
09.2021 - Current
Associate of Science - Education
Salt Lake Community College