Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Karla Morales

Fresno,CA

Summary

Dedicated Principal Account Clerk motivated to improve service satisfaction and contribute to overall company success. Well-developed communicator versed in customer account solutions.

Overview

13
13
years of professional experience

Work History

Principal Account Clerk

City of Fresno
06.2022 - Current
  • Review and process water consumption data to generate accurate customer bills based on usage.
  • Ensure that water consumption meters are properly read and recorded for billing purposes.
  • Implement and monitor billing schedules, ensuring timely and accurate issuance of customer invoices.
  • Analyze trends in water usage and revenue to help forecast future financial needs for the water department.
  • Reconcile billing data with actual water consumption records, ensuring that discrepancies are identified and corrected.
  • Maintain accurate and complete documentation related to water usage and billing practices.
  • Act as a liaison between the department and customers regarding billing inquiries, disputes, and clarifications regarding water consumption charges.
  • Investigate and resolve customer complaints related to overcharges or discrepancies in water usage or billing.
  • Assisted foreign language-speaking clients with inquiries.

Loan Servicing Representative

Beneficial State Bank
04.2017 - 09.2021
  • Educated customers about billing procedures, and payment options and processing
  • Delivered an exceptional level of service to each customer by listening to concerns, answering questions, and working with them to find solutions to delinquent accounts
  • Protected company reputation and established loyal client base by building repour with clients and working relentlessly to resolve problems and improve customer satisfaction
  • Effectively managed a high volume of inbound and outbound calls daily
  • Used effective questioning techniques to clarify why debtors were delinquent and determine potential options to bring accounts current
  • Reasoned with customers and attempted to negotiate full balance payments
  • Effectively & meticulously documented accounts to ensure accuracy & effective communication across departments & teams
  • Recommended accounts to be reviewed for possible legal action

Beneficial Banker

Beneficial State Bank
06.2016 - 04.2017
  • Assisted customers open and close accounts, apply for loans, make sound financial decisions, and processed loan payments
  • Explained bank services, financial products and applicable fees to customers
  • Responded and assisted customers with account inquiries and updates
  • Performed income verifications, and collected information to effectively and accurately process loan applications
  • Balanced teller cash drawer daily

Customer Service Representative

Pan American Bank
11.2015 - 06.2016
  • Warmly welcomed customers and offered pleasant service during entire transaction
  • Assisted customers with transactions, including opening & closing accounts, loan applications, and to make sound financial decisions
  • Ensured compliance with policies, underwriting guidelines, lending program requirements, and loan stipulations
  • Built relationships with dealerships over the phone and earn new business
  • Verified income and collected information to process loan applications

Barista/ In-store Customer Service Representative

Starbucks
08.2014 - 11.2015
  • Greeted each customer with a warm smile and positive attitude ensuring to make their day, especially early mornings, positive experiences
  • Effectively used gained knowledge of drink formulas and training skills to provide quality coffee and beverages to every customer
  • Handled cash & credit payments and interacted with customers during transactions, demonstrating ability to multi-task accurately & efficiently
  • Performed maintenance & cleaning duties as assigned

Call Center Customer Service Representative

Finance and Thrift
07.2012 - 07.2014
  • Answered high-volume, multi-line phones and maintained detailed call logs
  • Processed cash, check, money order, and deposit payments and appropriately documented them onto loan and savings accounts
  • Assisted customers to set-up payment arrangements on loan accounts
  • Performed soft collections on delinquent accounts
  • Processed/underwrote loans
  • Assigned and removed accounts as appropriate for vehicle repossession
  • Solicited sales to existing & former customer offering new financial products
  • Performed excellent customer service; responding to questions & offering adequate answers & options, while working at a fast pace to ensure high transaction volume

Education

Bachelor of Arts - Organizational Leadership

Fresno Pacific University
Fresno, CA
12-2026

Skills

  • Clear & effective communications
  • Multitasker
  • Self-starter
  • Results-oriented customer service
  • Superb leadership skills
  • Meticulous account review
  • Take-charge attitude
  • Motivate
  • Build rapport
  • Effective conflict resolution
  • Outstanding interpersonal skills
  • Strong problem-solving
  • Highly proficient active listening
  • Quickly learn
  • Manage
  • Familiarity with financial product details
  • Loan processing jargon

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Principal Account Clerk

City of Fresno
06.2022 - Current

Loan Servicing Representative

Beneficial State Bank
04.2017 - 09.2021

Beneficial Banker

Beneficial State Bank
06.2016 - 04.2017

Customer Service Representative

Pan American Bank
11.2015 - 06.2016

Barista/ In-store Customer Service Representative

Starbucks
08.2014 - 11.2015

Call Center Customer Service Representative

Finance and Thrift
07.2012 - 07.2014

Bachelor of Arts - Organizational Leadership

Fresno Pacific University

Similar Profiles

CREATE PROFILE