Karla Gonzalez-Morales
Aurora,CO
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level phlebotomy position. Ready to help team achieve company goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Kaiser Permanente
08.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Provided direct customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices, and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- We have developed a community reputation through commitment to customer satisfaction and strong client relationships.
- Provided information regarding charge accounts and loyalty programs.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handling time, and productivity.
- Educated customers about billing, payment processing, and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- A promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
Interviewer
Mamabird Interviews
10.2020 - Current
- Conducted interviews with participants to assess eligibility.
- Delivered information from script regarding surveys for on-demand phone project assignment.
- Properly completed surveys by performing before ending each call.
- Explained questions in better detail for interviewees to allow truthful answers.
- Assisted with project planning and execution of research.
- Observed participants and recorded results.
- Coded data from participant interviews.
- Obtained updated contact information from all subjects and verified data for accuracy.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote a safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, and handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
Receptionist
Rhino Dental
11.2019 - 11.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Corresponded with clients through email, telephone or postal mail.
- Answered phone promptly and directed incoming calls to correct offices.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Scheduled and confirmed appointments and meetings for senior management team.
- Oversaw inventory materials monitoring, requisitions and supply re-stocking.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
- Supported various administrative duties by proofreading, transcribing and invoicing.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Answered and quickly redirected large volume of calls on central system.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Received and routed business correspondence to correct departments and staff members.
- Triaged incoming calls on multi-line phone system and directed to departments based on customer needs.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Aggregated and prepared documentation and reports for office meetings, distribution and filing.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Kept records in CRM to maintain customer data.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Maintained building security by monitoring logbook and issuing visitor badges.
- Coordinated travel accommodations, agenda, and transportation for staff and out-of-town visitors.
Administrative Assistant
Open And Affordable Dental
01.2019 - 11.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Generated reports and typed letters in Word and prepared PowerPoint presentations.
- Handled client correspondence and tracked records to foster office efficiency.
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Coached new employees on administrative procedures, company policies and performance standards.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Supported room reservations, agenda preparation and calendar maintenance for programs, meetings and events.
- Processed invoices and expenses using QuickBooks to facilitate on-time payment.
- Arranged rapid office equipment repair and maintenance with vendors.
- Organized weekly staff meetings and logged minutes for corporate records.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Maintained staff directory and company policy handbook for human resources department.
- Performed research to collect and record industry data.
- Coordinated bookkeeping activities in QuickBooks and Lawson.
- Created PowerPoint presentations for business development purposes.
- Managed Access databases converting complex data into easy-to-interpret data.
- Created detailed expense reports and requests for capital expenditures.
- Offered office-wide software support and training, troubleshooting issues and optimizing usage.
Legal Assistant
Muhaisen & Muhaisen
07.2017 - 01.2019
- Handled office scheduling and made notes for deadlines, motions and other important dates.
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Scheduled appointments, court appearances and depositions for busy law firm.
- Worked alongside attorneys, administrative assistants and fellow legal assistants on complex cases and legal processes.
- Managed accounts and client records of clients, observing confidentiality and extreme discretion.
- Developed positive working relationship with courts, clients, law enforcement members and attorneys.
- Completed electronic filings, initiated billing statements and managed firm administrative matters.
- Completed document revisions, court document filings, travel arrangements and client billing.
- Reviewed, edited and proofread legislation drafts for proper grammar, spelling, punctuation and formatting.
- Prepared for trials, conducting legal research and drafting pleadings.
- Organized key evidence exhibits to prepare for trials.
- Interviewed and prepared intake sheets for clients in Spanish and English.
- Transcribed weekly and bi-weekly calendar meetings for staff and attorneys.
- Prepared case summaries for mediation conferences.
- Analyzed client balance sheets for auditing purposes.
- Updated company software with skip trace results.
Collections Representative
Revenue Enterprises
10.2016 - 07.2017
- Negotiated to collect balance in full.
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Resolved challenging situations with friendly but firm strategies.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Recorded all information regarding financial status of customers.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Processed payments and applied to customer balances.
- Trained new team members on scripts, company services and collection strategies.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
- Researched accounts and completed due diligence to resolve collection problems.
- Used skip tracing and other techniques to locate debtors.
- Collected documents and made portfolios for collections accounts.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
Emergency Dispatcher
Tyco Integrated Security
11.2015 - 11.2016
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Enhanced productivity by guaranteeing timely emergency response with no service delivery issues.
- Automated document flow by ensuring logbooks and fire, accident and emergency reports were maintained with 100% accuracy.
- Reduced risks and emergency response issues by observing public safety field units.
- Created electronic medical records for all cases, performing routine chart audits and reviewing [Number]+ charts annually.
- Aided senior leadership by collecting research for executive decision-making support.
- Tracked stolen articles into National Crime Information Center and monitored government-regulated alarms.
- Eliminated risks and emergency response delays by efficiently monitoring public safety field units.
- Cultivated client rapport by interfacing with callers to aid with medical emergencies.
- Optimized productivity to improve on-time emergency response and life support.
- Increased timely treatment protocols by leveraging current response and quality assurance requirements.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
- Routed calls to police, fire and ambulance service to meet individual call needs.
- Answered calls from automatic routing system and took basic information from callers.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
Dental Assistant
Orchid Dental
06.2016 - 10.2016
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms and restocked supplies to prep for next patient and maintain health and safety practices.
- Performed general chair-side duties for general dentistry, endo procedures and oral surgery.
- Sanitized trays, instruments and surfaces for clean dental office setting and patient safety.
- Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Sterilized rooms and prepped equipment and instruments for procedures daily.
- Sterilized rooms and prepped equipment and instruments for procedures daily.
- Recorded patients' health histories, documented current symptoms and pulled up records from prior visits for dentists to view and evaluate.
- Explained treatment procedures and instructed patients on home care guidelines.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
- Assisted dentists, hygienists and other personnel by handing appropriate tools and supplies needed for procedures.
- Prepared and arranged instruments, medications and required materials for dental procedures.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges and other dental prosthetics.
- Assisted dentists by passing instruments, suctioning intraoral fluids, adding water and mixing materials for fillings, casts and impressions.
- Assisted dentists by passing instruments, suctioning intraoral fluids, adding water and mixing materials for fillings, casts and impressions.
- Documented patient dental health information, medical history and vital signs for future reference.
- Staged tray for procedures by arranging dental instruments and equipment.
- Educated patients by giving oral hygiene, plaque control and postoperative instructions.
- Prepared comprehensive radiological images, allowing supervisory dental staff to spot cavities, tooth decay and areas needing treatment.
- Scheduled appointments, prepared bills and received payment for dental services by completing insurance forms, verifying insurance information and maintaining records.
- Helped dentists restore teeth by applying permanent and temporary fillings and crowns.
- Educated patients on dental hygiene, pre-surgical instructions and post-surgical care.
- Educated patients on postoperative care and best practices for protecting dental work and boosting healing process.
- Measured and recorded vital statistics by taking patients' blood pressure, temperature and pulse.
- Booked patient appointments and managed treatment details using MS Excel and industry-standard registration software.
- Assisted dentist with paperwork and billing protocol for both routine and less common procedures.
- Administered desensitizing agents by applying numbing gel to prepare patients for anesthetic injections.
- Verified proper operation of dental equipment by completing preventive maintenance, troubleshooting malfunctions and calling for repairs.
- Managed office schedules and calendars to coordinate administrative planning and execution.
- Taught patients strategies for boosting oral hygiene, controlling plaque and protecting tooth enamel from long-term damage.
Cashier
Sam's Club
11.2014 - 11.2015
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Collected and authorized payments of guests.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Maintained cash drawer of $[Amount] or more per shift.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Completed inventory counts and ordered merchandise.
- Reviewed weekly sales ads and monitored price changes.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Used POS system to enter orders, process payments and issue receipts.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
- Solicited customers to purchase loyalty and item protection plans, successfully bringing in $[Amount] per month in new revenue.
Sales Associate
JCPenney
10.2013 - 10.2014
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Engaged with customers to effectively build rapport and lasting relationships.
- Prepared merchandise for sales floor by pricing or tagging.
- Solved customer challenges by offering relevant products and services.
- Increased sales by offering advice on purchases and promoting additional products.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Processed product returns and assisted customers with other selections.
- Achieved perfect attendance and on-time record.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
- Maintained records related to sales, returns and inventory availability.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
- Trained and developed new sales team associates in products, selling techniques and company procedures.
- Completed orders and organized product deliveries to meet customer timetables.
- Loaded and unloaded merchandise using ladder and pallet jack.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Prepared large cash deposits with zero discrepancies.
- Worked alongside retail representatives to enhance product presentations and advertising collateral.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
- Developed, marketed and sold full range of products and support services.
- Educated associates on market trends and stayed up-to-date on forecasts.
Education
Associate of Applied Science - Nursing
Community College of Denver
Denver, CO05.2025
Phlebotomy Certificate - Phlebotomy
Phlebotomy Training Specialist
Denver, CO03.2019
High School Diploma -
William C. Hinkley High School
Aurora, CO05.2015
Skills
- Interpretation and Translation Services
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Issue and Complaint Resolution
- Order and Refund Processing
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Answering Customer Questions
- Patient and Empathetic
- Cultural Awareness
- Solving Customer Concerns
- First-Tier Technical Support
- Recommending Solutions
Certification
- PT - Phlebotomy Technician
Awards
The Arapahoe Mayor's and Commissioners Youth award Program
Timeline
Customer Service Representative
Kaiser Permanente
08.2021 - Current
Interviewer
Mamabird Interviews
10.2020 - Current
Receptionist
Rhino Dental
11.2019 - 11.2019
Administrative Assistant
Open And Affordable Dental
01.2019 - 11.2019
Legal Assistant
Muhaisen & Muhaisen
07.2017 - 01.2019
Collections Representative
Revenue Enterprises
10.2016 - 07.2017
Dental Assistant
Orchid Dental
06.2016 - 10.2016
Emergency Dispatcher
Tyco Integrated Security
11.2015 - 11.2016
Cashier
Sam's Club
11.2014 - 11.2015
Sales Associate
JCPenney
10.2013 - 10.2014
Associate of Applied Science - Nursing
Community College of Denver
Phlebotomy Certificate - Phlebotomy
Phlebotomy Training Specialist
High School Diploma -
William C. Hinkley High School
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