Gretchen Morales
Pasco,WA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Banking industry. 30 years of exceptional customer service with 16 years in the banking environment. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Call Center Representative
GESA
Richland, WA
11.2021 - Current
- Adhere to company policies and scripts to consistently achieve call-time and quality standards
- Achieve high satisfaction rating through proactive one-call resolutions of customer issues
- Boost customer service satisfaction ratings through consistent quality control
- Assist customers by answering questions and responding to inquiries
- Respond to customer calls and emails to answer questions about products and services
Education Paraprofessional
Pasco School District
Pasco, WA
11.2015 - 08.2021
- Oversee students in classroom and common areas to monitor, enforce rules and support lead teacher
- Assist in maintaining engaging and respectful educational environment by promoting discipline and cooperation
- Relieve classroom teacher during breaks and maintained order and structure in classroom
- Assist teacher in lesson plan creation and implementation, field trips and outdoor activities
- Develop positive relationships with parents and communicated issues regarding students
- Support student safety during arrival, assisted with classroom instruction and coordinate daily lunch and dismissal transitions
- Report on student progress, behavior and social skills to parents
- Delivers personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes
- Instruct small groups of students in basic concepts such as alphabet, shapes and color recognition
Call Center Representative
HAPO Community Credit Union
Richland, WA
10.2009 - 10.2015
- Adhere to company policies and scripts to consistently achieve call-time and quality standards
- Achieve high satisfaction rating through proactive one-call resolutions of customer issues
- Expertise to promote products and capitalize on upsell opportunities
- Increase customer service satisfaction ratings
- Learn and maintain in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Assist customers by answering questions and responding to inquiries
- Resolve concerns with products or services to help with retention and drive sales
- Respond to customer calls and emails to answer questions about products and services
- Perform various clerical duties by filing and faxing documents and creating customer databases
Education
A.A.S. in Business Administration Management
Columbia Basin College
Pasco, WAHigh School Diploma -
Pasco High School
Pasco, WA06.1993
Skills
- Efficient and Detail-Oriented
- Upselling Products and Services
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- Responding to Difficult Customers
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
- Customer Retention Strategies
- Team-Oriented and Cooperative
- Establishing Customer Relationships
- Cultural Awareness
- Patient and Empathetic
- Experience in Microsoft Word
- Excel
- Power Point
- Outlook
Timeline
Call Center Representative
GESA
11.2021 - Current
Education Paraprofessional
Pasco School District
11.2015 - 08.2021
Call Center Representative
HAPO Community Credit Union
10.2009 - 10.2015
A.A.S. in Business Administration Management
Columbia Basin College
High School Diploma -
Pasco High School
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