Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heather M Morgan

Cleveland,TX

Summary

Empathetic Customer Experience Agent known for high productivity and efficient task completion. Skilled in communication, problem-solving, and customer relationship management, ensuring successful interactions. Excel at active listening, patience, and adaptability, fostering positive experiences in every customer interaction.

Overview

10
10
years of professional experience

Work History

Customer Experience Agent

Alorica
Madison, AL
10.2023 - Current
  • Responsible for handling inbound calls from Medicare beneficiaries, providing accurate and timely information about Medicare plans and coverage.
  • Assisted customers with understanding their benefits, resolving issues with claims and payments, and navigating the Medicare enrollment process.
  • Demonstrated empathy and professionalism in addressing customer concerns and inquiries, meeting and exceeding customer satisfaction goals.
  • Utilized internal resources and databases to research and analyze customer inquiries, ensuring accurate and comprehensive responses.
  • Actively participated in ongoing training and mentoring programs to stay informed about Medicare policy changes and guidelines, ensuring compliance and up-to-date knowledge.
  • Consistently met and exceeded performance targets, including average handling time, first call resolution, and customer satisfaction ratings.

iOS and MacOS Advisor

Kelly Services
MI
12.2018 - 08.2023
  • Provide timely and professional technical support to customers over inbound calls for a wide range of Apple products, including iPhones, iPads, and MacBooks.
  • Act as a senior advisor, mentoring and guiding junior team members to improve their technical skills and customer service techniques.
  • Diagnose and troubleshoot software and hardware issues, offering effective solutions to ensure customer satisfaction and product functionality.
  • Collaborate with cross-functional teams to escalate and resolve complex technical issues, ensuring a high level of customer support.
  • Stay updated with Apple's latest products, services, and technical developments to provide knowledgeable and up-to-date assistance to customers.

Associate

Kroger
New Caney, Texas
09.2017 - 12.2018
  • Supervised a team front line cashiers and provided training and coaching to ensure excellent customer service and operational efficiency.
  • Managed scheduling, performance evaluations, and disciplinary actions for cashier team.
  • Oversaw daily cash handling, reconciling cash drawers, and resolving any discrepancies.
  • Collaborated with store management to optimize the layout and flow of the front end, leading to an increase in customer satisfaction and decreased wait times at checkout.
  • Developed and implemented a customer service training program for cashiers, resulting in an overall improvement in customer satisfaction scores.
  • Acted as a point of contact for resolving customer complaints and ensuring that any issues were addressed promptly and to the satisfaction of the customer.

CSR I

Sykes Inc
Tampa, FL
03.2016 - 09.2017
  • Provide technical support and troubleshooting for all iOS devices, including iPhones and iPads, ensuring the smooth operation of customer devices and resolving any technical issues promptly.
  • Deliver exceptional customer service through effective communication and problem-solving skills to address user queries and concerns related to iOS devices.
  • Collaborate with cross-functional teams to identify and escalate complex technical issues while adhering to Apple's best practices and policies.
  • Document and maintain detailed records of customer interactions and technical solutions using internal databases and CRM systems.
  • Stay informed about the latest iOS updates, features, and troubleshooting techniques to provide up-to-date support to customers.
  • Participate in ongoing training and workshops to enhance technical expertise and knowledge of iOS devices, and contribute to team development and improvement initiatives.

Day Manager

Burkes Clothing
Baton Rouge, La
09.2015 - 11.2015
  • Provided exceptional customer service by greeting and assisting customers with their inquiries and purchases, resulting in consistently high customer satisfaction ratings.
  • Managed opening and closing procedures, including handling cash, balancing registers, and ensuring the security of the store.
  • Supervised and trained front end staff on customer service techniques, product knowledge, and company policies and procedures.
  • Handled escalated customer concerns and resolved issues in a timely and professional manner.
  • Monitored inventory levels and assisted in coordinating restocking and replenishment efforts.
  • Collaborated with the management team to implement and enforce store policies and procedures.
  • Acted as a trusted keyholder responsible for overseeing store operations, maintaining a safe and organized environment, and ensuring compliance with company standards and guidelines.
  • Demonstrated strong leadership and teamwork skills, contributing to a positive and cohesive working environment.

Education

Bachelors of Business - Medical Services Management

Bryant & Stratton University
Buffalo, NY
12-2026

High School Diploma -

Floresville High School
Floresville, Texas
01.2007

Skills

  • Microsoft Office Suite proficiency
  • Operating systems expertise
  • Mobile device navigation
  • Adobe Acrobat proficiency
  • Office organization
  • Conflict resolution
  • Client advocacy
  • Document management

Timeline

Customer Experience Agent

Alorica
10.2023 - Current

iOS and MacOS Advisor

Kelly Services
12.2018 - 08.2023

Associate

Kroger
09.2017 - 12.2018

CSR I

Sykes Inc
03.2016 - 09.2017

Day Manager

Burkes Clothing
09.2015 - 11.2015

Bachelors of Business - Medical Services Management

Bryant & Stratton University

High School Diploma -

Floresville High School

Similar Profiles

CREATE PROFILE
Heather M Morgan