Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
Generic

Iris Morado

Ringgold ,GA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

10
10
years of professional experience

Work History

CSR

Tarkett
09.2022 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.

RM TIER III – Escalation Handler

HomeServeUSA
08.2019 - 09.2022
  • I work as a cost authorization agent, Tech Contractor, Reimbursements, Tech Specialist.
  • Taking the lead to assist the customers and taking the responsibility to see them through the end is what it's all about
  • I do my jobs within a deadline on a case-by-case basis
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • I went from Inbound -> Universal > Escalation Specialist within the year.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Answered constant flow of customer calls with minimal wait times.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Inbound Sales Representative/universal - Bilingual

HomeServe USA
07.2019 - 11.2020
  • I communicated with customers about our products and what we could offer them
  • Developed and maintained working knowledge of products and services to deliver timely, accurate information.
  • Documented details of calls and customer interactions.
  • Not only did I make sales and bonuses, but I also handled their billing information
  • I assisted the customers to the best of my ability and strived to excel in my position
  • I became proficient in Ensura and enrollments.
  • I work 40 hrs plus overtime a week on the computer
  • I navigate through programs with proficiency. After being a regular inbound agent, I was moved to the universal team, which allowed me to help schedule appointments for repairs and support sales/billing.

Cashier, Checkout Host

Walmart
01.2019 - 07.2019
  • As a cashier I stand and communicate with customers 9 hrs a day for about 33-38 hrs a week.
  • Greeted customers entering store and responded promptly to customer needs.
  • Built relationships with customers to encourage repeat business.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Welcomed customers and helped determine their needs.

Twister Operator

Engineered Floors
08.2018 - 01.2019
  • 12 hours of standing and heavy lifting
  • I work 36-48 hours a week, and if we have overtime up to 60 hours a week
  • This was a manual labor Job

Fuel Clerk

Kroger Stores
02.2017 - 08.2018
  • Worked 24 - 30 hrs a week
  • Stand and take care of customers
  • Basic cashier job
  • Cleaning the gas pumps and restocking our coolers and snacks
  • One a "key" for being a key of great customer service.

Packer

Amazon Fulfillment center cha1
02.2016 - 10.2017
  • Standing for 12 hours a night packing more than 300 items in an hour
  • Lifting about 50 lbs in the heavy packing section
  • I won gift cards for being one of the fastest packers.

Sales Associate

Hot Topic, Inc
06.2017 - 08.2017
  • I helped our customers with finding gifts or outfits for themselves and others
  • Helped them sign up for credit cards and accomplishments to sign up 25 in a week.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Engaged with customers to build rapport and loyalty.

Sales Associate

rue21
04.2013 - 01.2014
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Answered customer questions about sizing, accessories, and merchandise care.

Education

Southeast Whitfield County High School

Skills

  • Billing Adjustments and Refunds
  • Online Chat
  • Excel
  • Bilingual Spanish
  • Written and Oral Communications
  • Corporate Standards
  • Fraud Detection
  • Investigate Claims

Additional Information

  • Willing to relocate: Anywhere, Authorized to work in the US for any employer

Languages

Spanish
Native or Bilingual

Timeline

CSR

Tarkett
09.2022 - Current

RM TIER III – Escalation Handler

HomeServeUSA
08.2019 - 09.2022

Inbound Sales Representative/universal - Bilingual

HomeServe USA
07.2019 - 11.2020

Cashier, Checkout Host

Walmart
01.2019 - 07.2019

Twister Operator

Engineered Floors
08.2018 - 01.2019

Sales Associate

Hot Topic, Inc
06.2017 - 08.2017

Fuel Clerk

Kroger Stores
02.2017 - 08.2018

Packer

Amazon Fulfillment center cha1
02.2016 - 10.2017

Sales Associate

rue21
04.2013 - 01.2014

Southeast Whitfield County High School

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Iris Morado