Kristi Morales
Customer Service
Live Oak,CA
Summary
High-performing Customer Service professional with knowledge of customer service, customer billing, and administrative procedures and practices. Seven years of experience impacting positive organizational outcomes through innovation and dedication. Confident in ability to collaborate with cross-functional teams to solve complex problems. Committed to continuous improvement and contributing to team success. Nominations for an innovation award, customer service award, and receiving quality service award in 2019.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Representative
City Of Yuba City
12.2023 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Participates in developing updates to procedures to comply in a modern and more efficient way.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction.
- Processes Utility bills, delinquent bills, and final bills.
- Participates in development and implementation of department programs, systems, procedures, and methods of operations, including computer-based systems.
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Oversees all dept for utility billing by sending collection letters and using all City collection procedures.
Customer Service Representative II
City Of Yuba City
09.2016 - Current
- Greeted incoming customers professionally and provided friendly, knowledgeable assistance.
- Provides over-the-phone customer service, including collections, parking citations, license fees, and guides customers through leaks or any other City financial transactions.
- Monitors online applications for business licenses.
- Prepares daily cash summaries and balance drawers.
- Completes all system work orders. Using a variety of systems to import data.
- Acts as liaison to field personnel to initiate or resolve issues relating to high usage investigations, meter reliability, disconnections and reconnection of water service.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Received and sorted incoming mail., then distribute to the correct recipients.
- Developed strategies to streamline and improve office procedures.
- Managed filing system, entered data, and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Server/Bartender
The City Cafe
06.2014 - 05.2017
- Served food and beverages promptly with focused attention to customer needs.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Greeted incoming customers professionally and provided friendly, knowledgeable assistance.
- Restocked supplies and submitted purchase orders to maintain stock levels.
Server
PF Changs Restaurant
05.2015 - 07.2016
- Explained menu items and suggested appropriate options for food allergy concerns.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Maintained clean and organized dining area to create pleasant and welcoming atmosphere for customers.
Cosmetologist
Shabby Chic Salon
04.2014 - 05.2015
- Demonstrated high level of customer service to increase retention and satisfaction.
- Developed loyal following of clients by providing high-quality services.
- Answered phone calls and emails to schedule client appointments.
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
Education
High School Diploma -
Yuba City High School
Yuba City, CASanta Monica College
Santa Monica, CAYuba College
Marysville, CASutter Beauty College
Yuba City, CASkills
- Extensive Knowledge and experience in utilizing various software used for billing
- Creative thinker who excels at developing innovative solutions and enhancements
- Highly self-motivated professional who possesses a strong drive to achieve goals
- Able to prioritize tasks efficiently, and effectively
- Proficient in word and excel
- Demonstrated ability to work effectively between teams and maintaining positive dynamics
- Committed to fostering open dialogue, promoting understanding, and achieving goals through effective communication
- Working with limited supervision to service customers
- Performing mathematical calculations with speed and accuracy
- Operates and maintains a variety of office machines
Work Preference
Work Type
Full TimeWork Location
On-SiteHybridRemoteImportant To Me
Company CultureWork-life balancePersonal development programsTimeline
Senior Customer Service Representative
City Of Yuba City
12.2023 - Current
Customer Service Representative II
City Of Yuba City
09.2016 - Current
Server
PF Changs Restaurant
05.2015 - 07.2016
Server/Bartender
The City Cafe
06.2014 - 05.2017
Cosmetologist
Shabby Chic Salon
04.2014 - 05.2015
High School Diploma -
Yuba City High School
Santa Monica College
Yuba College
Sutter Beauty College
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