Jacob Morales
Denver,CO
Summary
Customer Success Associate with 7+ years of experience in delivering excellent customer service. Competent in project management and account management. Goal-oriented, flexible, approachable, result driven with strong organizational and time management skills.
I love learning new things, pushing my boundaries and educating myself to never miss an opportunity that will further benefit those I serve.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Relationship Advocate
Fidelity Investments
Greenwood Village, CO
02.2024 - Current
- Taking inbound client calls, providing support for trade requests, money transfers, and online account assistance.
- Applying critical thinking, adaptability, and problem-solving skills to efficiently address complex client inquiries in a broker-dealer environment, ensuring smooth call management, and high client satisfaction.
- Committing to ongoing learning, skill enhancement, and job shadowing opportunities.
Global Enterprise Advisor
Verizon
Hybrid Remote - West Valley, UT
11.2020 - 10.2023
- Account Management - Built and maintained strong client relationships with enterprise accounts worth over $11 million in annual revenue.
- Project Management - Planned, executed and closed out projects for overall account success.
- Recognized for increasing customer satisfaction ratings by 20% within just six months.
- Provided direct interface for daily operational and customer service support.
- Lead conference calls to review monthly billing, resolve any outstanding issues, troubleshoot devices and network issues.
- Created custom account reports as needed.
- Ensured contractual obligations were met.
- Partnered with sales team to implement strategic solutions to increase revenue, drive customer satisfaction and loyalty.
- Carried out company initiatives such as increasing self-service, lowering operation costs, and reducing client friction.
Technical Support Expert
Verizon
West Valley City, UT
06.2019 - 11.2020
- Tier III technical support agent assisted enterprise level customers through calls and work-flow management software.
- Troubleshot complex wireless network solutions such as ODI equipment, NaaS, VoIP, IoT, and VPN.
- Used deep understanding of Verizon’s tools and internal systems to reach enduring resolutions.
- Maintained a NPS Score of at least 90% resulting in two outstanding ovations for leading in performance metrics and customer service advocacy.
Technical Customer Advocate
Verizon
West Valley City, UT
03.2019 - 06.2019
- Tier II technical support agent for business and government customers.
- Troubleshot traditional phone service devices domestically and internationally.
- Held same duties and responsibilities as BGCO Agent.
Business & Gov. Support Agent
Verizon
West Valley City, UT
09.2016 - 03.2019
- Answered, screened and processed high volume of calls daily.
- Resolved business and government account related billing issues, concerns, and questions, while promoting company loyalty.
- Reviewed customer accounts and recommended services and solutions.
- Handled escalations and detractors by actively listening, clarifying and offering solutions.
Education
High School Diploma -
Murray High School
2010
Skills
Languages: Spanish (Proficient)
Technical Skills: Google Suite, Microsoft Office 365, Excel
Certification
Series 63 - NASSA
Credential ID: 7881982
Series 7 - FINRA
Credential ID: 7881982
SIE - FINRA
Credential ID: T0389466
CAPM - Project Management Institute
Certification Number: 3703761
Timeline
Customer Relationship Advocate
Fidelity Investments
02.2024 - Current
Global Enterprise Advisor
Verizon
11.2020 - 10.2023
Technical Support Expert
Verizon
06.2019 - 11.2020
Technical Customer Advocate
Verizon
03.2019 - 06.2019
Business & Gov. Support Agent
Verizon
09.2016 - 03.2019
High School Diploma -
Murray High School