Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Esperanza Morales

Belleview

Summary

Accomplished and dedicated manager with 15+ years of experience in building and leading successful teams, driving operational improvements, and delivering exceptional customer service. Proficient in financial management, business administration, and inventory management

Experienced with diagnosing and resolving technical issues. Utilizes effective problem-solving techniques to maintain system functionality. Knowledge of collaborative work environments.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Call Center Operations Manager/Assistant Site Manager

Local Locker
12.2023 - Current
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Trained team members on performance metrics and consumer behavior identification.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Created team rotations to man center effectively during peak hours.
  • Introduced new technologies and tools to streamline workflows, increasing staff efficiency and productivity levels.
  • Developed and maintained call center policies and procedures in accordance with industry best practices and regulatory requirements.
  • Improved customer satisfaction by implementing effective call center strategies and streamlining operations.
  • Led cross-functional team initiatives for process improvements, contributing to increased operational effectiveness.
  • Enhanced overall efficiency with the development and implementation of comprehensive training programs for new hires.
  • Developed strong relationships with key clients through proactive communication channels ensuring high-quality support standards.
  • Spearheaded efforts to improve first-call resolution rates by identifying root causes of repeat calls and implementing targeted solutions.
  • Managed daily call center operations, ensuring optimal staffing levels to meet service level objectives.
  • Conducted regular performance reviews with an emphasis on setting achievable goals for each team member''s professional growth path.
  • Collaborated with other departments to resolve escalated customer issues, resulting in improved customer retention rates.
  • Executed successful transition from legacy system infrastructure to modernized platform without disruption of services.
  • Ensured consistent delivery of exceptional customer experiences by monitoring calls and providing constructive feedback to agents.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Developed process controls and metrics for daily management of call center.
  • Mentored and coached team members, fostering a supportive and collaborative work environment.
  • Answered multi-line phones and used active listening skills to assess client's issues and challenges.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Addressed on average 200 inbound customer calls daily.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
  • Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
  • Monitored tenant behavior and implemented corrective action to maintain order in assigned properties.
  • Streamlined rent collection processes, significantly reducing late payments.
  • Collected and maintained careful records of rental payments and payment dates.
  • Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
  • Conducted training sessions for new IT staff, boosting team proficiency in various software applications.
  • Continuously sought opportunities for professional growth and development, staying current on the latest industry trends and emerging technologies relevant to the organization''s IT operations.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Created user accounts and assigned permissions.
  • Monitored system performance to identify potential issues.

Member Service Representative

Campus USA Credit Union
01.2022 - 12.2023
  • Managed approximately 200 incoming calls and emails per day from customers for over 80 remote storage facilities.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.
  • Verified customer identification and documentation for compliant transactions.
  • Assisted members with account management, including updating personal information and setting up automated payments.
  • Processed account transactions accurately, ensuring proper documentation and timely processing.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
  • Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
  • Promoted a positive work environment by fostering open communication between colleagues and supervisors.
  • Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
  • Opened customer accounts and provided deposit and withdrawal receipts.
  • Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
  • Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
  • Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
  • Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
  • Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
  • Educated and engaged customers with new bank products and services.
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
  • Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
  • Contributed to branch sales goals by effectively cross-selling credit union products and services.
  • Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
  • Managed daily balancing tasks reducing discrepancies in accounting records while maintaining accuracy.
  • Resolved customer issues through thorough dispute investigation.
  • Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Cross-trained and provided backup support for organizational leadership.
  • Investigated and resolved accounting, service and delivery concerns.
  • Trained staff on operating procedures and company services.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Delivered onsite technical support for [Number] employees.
  • Used ticketing systems to manage and process support actions and requests.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Answered questions and provided information to customers about new software or hardware.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.

Account Management Specialist

Fleet Services Remarketing Inc
02.2012 - 01.2022
  • Streamlined internal processes for improved efficiency in account management tasks.
  • Achieved revenue targets by consistently meeting or exceeding quarterly sales quotas in a competitive market environment.
  • Provided expert guidance on company products and services, positioning clients for optimal results.
  • Managed approximately 50 incoming calls, emails and faxes per day from customers.
  • Developed long-lasting professional relationships with clients, generating repeat business and referrals.
  • Identified potential risks within the portfolio of managed accounts, developing mitigation strategies to ensure continued success.
  • Provided account oversight, validating practices and verifying contract compliance.
  • Tailored each client''s experience according to their unique needs, demonstrating genuine care for their individual goals and objectives.
  • Collaborated closely with senior leadership to establish account priorities aligning with overall business objectives.
  • Collaborated with off-site personnel to verify consistent information accessibility and improve customer experience.
  • Delivered consistent revenue growth by managing multiple accounts and identifying upselling opportunities.
  • Tracked statistical information for department and compiled data into reports submitted to management according to rigorous timetables.
  • Ensured timely and effective communication with clients, collaborating on key initiatives to drive mutual success.
  • Maintained detailed records of all client interactions for accurate reporting purposes and data-driven insights into future strategy development efforts.
  • Strengthened client relationships by providing exceptional account management and timely issue resolution.
  • Evaluated pending service calls daily for assigned customers and worked with appropriate branches.
  • Built relationships with customers and community to promote long term business growth.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Set and achieved company defined sales goals.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Achieved or exceeded company-defined sales quotas.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Trained new employees on customer service, money handling and organizing strategies.
  • Developed, maintained and utilized diverse client base.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Kept detailed records of daily activities through online customer database.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.
  • Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
  • Managed backup and recovery of data assets to safeguard system availability.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.

Education

Associate of Arts - Medical Office Management

Kaplan University
06.2018

Skills

  • Client relationship building
  • Escalation handling
  • Coaching and mentoring
  • Appointment scheduling
  • Help desk experience
  • User training
  • Issue troubleshooting

Accomplishments

  • Supervised team of 10 staff members.
  • Documented and resolved call log issues which led to lower tickets on hold.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Achieved faster learning of new software through effectively helping with training current and new staff.

Certification

Florida Notary

Payroll & HR certificate

Real Estate Certification Completed- The CE Shop

Mortgage Loan Officer Certification Completed- The CE Shop

Phlebotomy Certification- Taylor College

EKG Certification- Taylor College

Corporate Strategy- Coursera-University of London

Finance for Non-Finance Professionals- Rice University

The Future of Payment Technologies-University of Michigan-Coursera

The Art of Negotiation-UCI- Coursera

Critical Thinking Skills for the Professional-UC Davis-Coursera

Communication in the 21st Century Workplace-UCI-Coursera


Timeline

Call Center Operations Manager/Assistant Site Manager

Local Locker
12.2023 - Current

Member Service Representative

Campus USA Credit Union
01.2022 - 12.2023

Account Management Specialist

Fleet Services Remarketing Inc
02.2012 - 01.2022

Associate of Arts - Medical Office Management

Kaplan University

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Esperanza Morales