Erika Morales
Grand Prairie,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Resolution Specialist
Walmart
12.2019 - 05.2023
- Worked in the Facilities queue at the contact center
- Prioritized and organized tasks to efficiently accomplish service goals
- Maintained updated knowledge through continuing education and advanced training.
Resolution Specialist II
Walmart
06.2017 - 12.2019
- Assisted associates regarding customers online orders and groceries
- Trained in several queues like Fixtures, 99 supplies, Signing, and Foundation.
Resolution Specialist I
Walmart
10.2016 - 06.2017
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Maintained updated knowledge through continuing education and advanced
- Maintained strong call control and quickly worked through scripts to address problems
- Engaged actively with callers, confirming or clarifying information and diffusing anger
- Offered resolutions to de-escalate calls and solve customer issues.
Dental Office Receptionist
PURE Dental
08.2015 - 11.2015
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Completed patient referrals to other medical specialists.
- Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
- Secured sign-in sheets, dental charts, and encounter forms to safeguard sensitive data and information.
- Provided excellent customer service to create positive experiences and build patient trust.
- Completed new patient registrations in software to create accurate and comprehensive records.
- Greeted visitors and patients to determine needs, check appointments, and direct accordingly.
- Obtained payments from patients and scanned identification and insurance cards.
Dental Office Receptionist
Perla Dental Of Desoto
06.2014 - 08.2015
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Provided excellent customer service to create positive experiences and build patient trust.
- Greeted visitors and patients to determine needs, check appointments, and direct accordingly.
Dental Office Receptionist
Jefferson Dental
04.2012 - 08.2014
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
- Secured sign-in sheets, dental charts, and encounter forms to safeguard sensitive data and information.
Education
GED -
Penn Foster HS
Remote05.2023
Medical Administration Assistant -
Everest College
Arlington TX04.2012
Skills
- Customer Service
- Computer Literacy
- Bilingual (Spanish)
- Microsoft Office
- Administrative Support
- Patient Relations
- Treatment Room Setup
- Dental Terminology
- HIPAA Compliance
- Insurance Verification
- Dental Staff Support
- Office Opening and Closing
- Patient Scheduling
- Phone and Email Etiquette
Timeline
Resolution Specialist
Walmart
12.2019 - 05.2023
Resolution Specialist II
Walmart
06.2017 - 12.2019
Resolution Specialist I
Walmart
10.2016 - 06.2017
Dental Office Receptionist
PURE Dental
08.2015 - 11.2015
Dental Office Receptionist
Perla Dental Of Desoto
06.2014 - 08.2015
Dental Office Receptionist
Jefferson Dental
04.2012 - 08.2014
GED -
Penn Foster HS
Medical Administration Assistant -
Everest College
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