Kelsey Morales
Dubuque,IA
Overview
13
13
years of professional experience
1
1
Certification
Work History
Direct Support Professional
Hills and Dales
Dubuque, IA
09.2022 - Current
- Assisted individuals with daily living activities, promoting independence and personal growth.
- Collaborated with healthcare professionals to develop and implement personalized care plans.
- Monitored behavioral patterns and provided support during crisis situations to ensure safety.
- Facilitated social skills training sessions, enhancing interpersonal communication among clients.
Collections Supervisor
Village Capital & Investment, LLC
Henderson, NV
01.2021 - 04.2022
- Supervise collections agents.
- Train collection agents.
- Assist collection agents with accurate information to the borrowers when the agent is unsure.
- Take escalated calls when borrowers request to speak with a supervisor.
- Escalated call backs.
- Monitor the call volume and review calls to make sure agents are using good customer serviced and giving out correct information.
- Data Entry.
Warehouse Associate - Temporary Hire
Amazon
Las Vegas, NV
06.2020 - 08.2020
- Picking, packing and sorting customer orders for shipment.
Server
Diamond Jo Casino
Dubuque, IA
12.2019 - 03.2020
- Took food and beverage orders.
- Served food and beverages.
- Cleaned designated area.
- Stocked merchandise.
- Took customers orders.
- Cashed handled.
- Laid off due to COVID
Warehouse Associate - Temporary Hire
Sedona/Nordstrom
Dubuque, IA
09.2019 - 11.2019
- Tagged shoes and boxed them up to be shipped out.
- Processed and packaged items to be shipped out accurately.
- Inspected products for defects and damages.
PM Coordinator
Hillcrest Family Services
Dubuque, IA
05.2016 - 09.2019
- Supervised, trained and monitored youth care advocates.
- Monitored the cameras on the computer to watch clients and youth care workers.
- Filled out and processed intake client intake applications.
- Communicated with the therapist and the clients care giver on a regular basis.
- Supervised the clients.
- Assisted therapist in case work and discharge plans.
- Wrote up evaluations for clients case workers and reviewed them with case workers.
- Ran team meetings.
- Processed youth care worker work performance evaluations.
Customer Service Representative
Focus Services
Dubuque, IA
07.2016 - 08.2017
- Answered inbound calls in a professional manner
- Focused on Customer Retention
- Responded to and resolve customer questions
- Researched possible solutions to customer issues
- Sell / Up sold products on customer's account
- Deescalated upset customers
Customer Service Representative
American Customer Care
Dubuque, IA
05.2014 - 06.2016
- Offered friendly, knowledgeable and courteous service.
- Had a good understanding of products.
- Support and consulted with consumers via the telephone, email, chat or social media channels for a variety of subjects related to orders, shipments, product, pricing, policy, returns, and warranty.
- Process consumer's orders, refunds and warranty transactions timely and accurately.
- Resolve matters for customers efficiently, effectively and with great passion.
Shift Leader
Family Dollar
El Paso, TX
05.2013 - 04.2014
- Trained other employees, supervised and assisted with hiring store team members.
- Assisted the Store Manager in ordering merchandise and record keeping to include payroll, scheduling and cash register deposits and receipts.
- Took over certain management responsibilities when the store manager was absent.
Cashier
K-Mart
Dubuque, IA
11.2012 - 11.2013
- Was able to run a cash register quickly and efficiently.
- Had a strong understanding of precise register functions, including how to process all transactions and forms of tender as well as layaway payments.
- Served the customer with a positive attitude at all times.
- Assisted in handling and resolving customer issues and complaints.
Education
Bachelor of Arts - Criminal Justice
University of Dubuque
Dubuque, IA05.2019
Skills
- Writing skills
- Communication skills
- Organizational skills
- Microsoft Word
- Data entry
- Microsoft Office
- Interpersonal
- Patience
- Positive work ethic
- Conflict Resolution
- Problem solving
- Windows
- Microsoft Outlook
- Excel
- Time management
- Multitasker
Certification
- CPR
- MANDT
- Medication Passer
- Trauma Informed Care
- Human Trafficking and Safety
- ALLY
- Mandated Reporter
Timeline
Direct Support Professional
Hills and Dales
09.2022 - Current
Collections Supervisor
Village Capital & Investment, LLC
01.2021 - 04.2022
Warehouse Associate - Temporary Hire
Amazon
06.2020 - 08.2020
Server
Diamond Jo Casino
12.2019 - 03.2020
Warehouse Associate - Temporary Hire
Sedona/Nordstrom
09.2019 - 11.2019
Customer Service Representative
Focus Services
07.2016 - 08.2017
PM Coordinator
Hillcrest Family Services
05.2016 - 09.2019
Customer Service Representative
American Customer Care
05.2014 - 06.2016
Shift Leader
Family Dollar
05.2013 - 04.2014
Cashier
K-Mart
11.2012 - 11.2013
Bachelor of Arts - Criminal Justice
University of Dubuque