Israel Morales
Surprise,AZ
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in the contact center and working in a fast pace environment.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Application Support Specialist
U-Haul Corporate Office
02.2022 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Tested new software and hardware prior to deployment.
- Set up and maintained user accounts and client access.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Updated and replaced outdated drivers and software for computers and office machines.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Walked individuals through basic troubleshooting tasks.
- Used Cherwell to track, maintain and update trouble tickets.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
POS Support Specialist
U-Haul International
08.2021 - 02.2022
- Created help desk tickets with Cherwell, troubleshoot and resolved Point Of Sale, Payment Terminal issues.
- educated users to reduce frustration and improve customer satisfaction.
- Answer incoming calls from the field support for technical assistance on wide range of issues related to the Point of sale
- Responded to support requests from end users and coached individuals through basic troubleshooting tasks.
- Connected to computer of client using remote link to install new programs and applications.
- Installed and maintained hardware and computer peripherals to enhance and upgrade performance.
Student
Conservatory Of Recording Arts And Sciences
08.2017 - 03.2019
Customer Service Manager
U-Haul
07.2015 - 03.2017
- Monitored work flow for 60-70 employees.
- Mentored agents resulting in overall better job performance and assisted with quarterly performance reviews to increase team productivity.
- Defused volatile customer situations calmly and courteously focusing on realistic and effective solutions.
- Provided accurate, specific and timely performance feedback for CSRs.
- Identified individual development needs with appropriate training.
- Assumed ownership over team productivity managing work flow to find innovative ways to exceed quality service goals.
- Investigated and resolved customer inquiries and complaints in empathetic manner.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
Assistant Customer Service Manager
U-haul
04.2013 - 01.2015
- Cross-trained and provided support for other customer service representatives.
- Solved unresolved customer issues by utilizing my resources while being innovative.
- Exceeded all customer call guidelines including service levels, handle time and productivity.
- Provided accurate, specific and timely performance feedback for CSRs contributing to better customer experiences .
- Investigated and resolved customer inquiries and complaints through empathy while finding comprehensive solutions.
Education
Certificate - IT
Google
Online07.2021
Associate of Arts - Audio Engineering
Conservatory of Recording Arts And Sciences
Tempe, AZ2019
High School Diploma - undefined
Mountain Pointe High School
Phoenix, AZ2004
Skills
- Positive and friendly
- Detail-oriented
- Excellent work ethic
- Strong conflict resolution skills
- Exceptional telephone etiquette
- Customer-focused
Certification
- Google IT Support Professional Certificate , - 05/2021- 07/2021
Timeline
Application Support Specialist
U-Haul Corporate Office
02.2022 - Current
POS Support Specialist
U-Haul International
08.2021 - 02.2022
Student
Conservatory Of Recording Arts And Sciences
08.2017 - 03.2019
Customer Service Manager
U-Haul
07.2015 - 03.2017
Assistant Customer Service Manager
U-haul
04.2013 - 01.2015
Certificate - IT
Google
Associate of Arts - Audio Engineering
Conservatory of Recording Arts And Sciences
High School Diploma - undefined
Mountain Pointe High School
- Google IT Support Professional Certificate , - 05/2021- 07/2021
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