Julissa Morales
Yonkers,NY
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
6
6
years of professional experience
Work History
Call Center Representative
Acena Group
New Hyde Park, New York
03.2020 - 04.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Updated customer accounts, addresses and contact information within call management databases.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained detailed records of customer interactions and transactions for future reference.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Analyzed data collected during each call in order to identify trends in customer feedback.
Shipping and Receiving Clerk
Amazon warehouse
Allentown, Pennsylvania
06.2016 - 02.2020
- Loaded and unloaded trucks with pallet jacks or forklifts as needed.
- Utilized RF scanners to track movements of inventory within the warehouse environment.
- Maintained a clean work area by sweeping, dusting, mopping.
- Operated computers to access information related to shipping activities.
- Prepared packages for shipping and determined most economical shipping methods.
- Examined shipment contents and compare with manifests, invoices or orders to verify accuracy.
- Obtained required documentation to process shipments and support movement.
- Assisted in loading and unloading freight from trucks using lift gates or ramps, dollies, hand trucks or other equipment as necessary.
- Inspected and recorded incoming and outgoing orders for count, damage and dates.
- Worked closely with carriers such as FedEx, UPS, USPS and DHL regarding pick-ups and deliveries.
- Operated forklifts, hand trucks, or other equipment to load, unload, transport and store goods.
- Processed outbound shipments, including packing and labeling products for delivery.
Cashier Team Lead
Legoland Discovery Center
Allentown, PA, PA
01.2017 - 01.2018
- Maintained current knowledge of store promotions to highlight sales to customers.
- Performed daily opening and closing procedures for the register area.
- Recognized potential theft or fraud attempts by monitoring suspicious behavior.
- Answered customer questions and provided store information.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Checked personal identifications during alcohol and tobacco sales.
- Processed customer payments quickly and returned exact change and receipts.
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
- Verified customer age requirement for alcohol or tobacco purchases.
Education
Graduate Certificate - Phlebotomy/EKG
ABC Training Center
Allentown, PA01-2015
Stenography Certification - 40 Wpm Typing
ABC Raining Center
Allentown, PA01-2015
GED -
Department of Education
Albany, Ny02-2010
Skills
- Grammar
- Vocabulary expansion
- Proofreading expertise
- Language proficiency
- Shorthand writing
- Software familiarity
- Webcasting
- Electrocardiogram interpretation
- Patient care
- Clinical procedures
- Defibrillator familiarity
- EKG equipment operation
- Cardiac monitoring
- HIPAA compliance
- Vital signs measurement
Timeline
Call Center Representative
Acena Group
03.2020 - 04.2022
Cashier Team Lead
Legoland Discovery Center
01.2017 - 01.2018
Shipping and Receiving Clerk
Amazon warehouse
06.2016 - 02.2020
Graduate Certificate - Phlebotomy/EKG
ABC Training Center
Stenography Certification - 40 Wpm Typing
ABC Raining Center
GED -
Department of Education