Linda Morales
Owings Mills,MD
Summary
Dedicated professional with years of experience in customer relations. With acquired skills and work ethic over the years, The goal is to apply requirements and expectations of the job to deliver the best service possible. The objective is to seek a job where the 25 plus years of experience can be utilized and customer service skills to contribute to overall success and profitability. Detail-oriented and methodical associate offering 25 plus years of experience in related roles. Exceptional abilities in conducting research, problem-solving and prioritizing simultaneous tasks. Leverages resourcefulness, critical thinking skills and superior work ethic for top job performance.
Detail-oriented and methodical [Job Title] offering [Number] years of experience in related roles. Exceptional abilities in conducting research, problem-solving and prioritizing simultaneous tasks. Leverages resourcefulness, critical thinking skills and superior work ethic for top job performance.
Overview
2026
2026
years of professional experience
Work History
Identity Theft Contact Representative
Internal Revenue Service, IRS
11.2022 - 09.2025
- Providing courteous, sensitive, and empathetic assistance to identity theft victims who may be experiencing emotional and financial distress.
- Using specialized tools and following established guidelines to authenticate taxpayers and ensure proper disclosure procedures are followed during interactions.
- Ensuring the proper processing of legitimate tax returns and releasing refunds owed to the taxpayer.
- Provide customer service to taxpayers and tax professionals by responding to inquiries, resolving issues, and providing guidance on IRS policies and procedures.
- Utilize a variety of computer systems to research and resolve taxpayer inquiries.
- Marking taxpayer accounts with an identity theft indicator to help prevent future occurrences.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Removing fraudulent returns from the taxpayer's records.
Front Line Supervisor, Sr. Specialist
Baltimore Gas & Electric
11.2005 - 05.2022
- Handling complex appeals and inquiries
- Ability to communicate effectively with mixed clientele.
- Answer calls from contractors, field technicians, and BGE investigators
- Demonstrated ability to work independently as well as in a team atmosphere.
- Maintain performance statistics within acceptable range of skill level.
- Consistently meets call center benchmarks
- Display strong listening and negotiating skills when problem solving.
- Provide leadership weekend coverage.
- Won numerous customer service excellence awards.
Billing Specialist
Baltimore Gas & Electric
- Completed service orders
- Assessed bilingual phone calls in the quality assurance department
- Explain utility usage to customer in detail and initiate investigation when needed.
- Review accounts in collections, assist customers with payment arrangements, due date extensions and restore service.
- Assist Customer's with their questions/concerns about current rates, supplier charges, bill explanation, balance breakdown & payment inquiries.
- Offer assistance to agency workers from the state of Maryland calling to obtain client information for Energy Assistance Program
- Uses strong analytical and critical thinking skills to resolve complex billing inquiries.
- Answer customer inquiries regarding bill balances, due date, agency grant amount, and granting extensions.
- Responsibility for making sure objectives are met, setting specifications, and assess results
- Performed testing for new software within the company.
- Strong analytical and critical thinking skills
- Creative thinking skills
- Troubleshooting / problem solving and negotiation skills
- Ability to make quick decisions.
- Ability to thrive in high-stress, fast-paced environment.
- Multi-tasked with thorough knowledge of company trends and operational procedures
- Address and explain details of bills with commercial clients.
- Provide organized assistance for Mobile Rep Home Inspections
- Leading contact centers manpower system by analyzing, solving and directing ordered operations to proper destinations to ensure customer appointments are executed at the company high standards.
Education
Bachelor's Degree - Science in Business
University of Phoenix
05.2022
Skills
- Computer Skills
- Microsoft Word
- Excel
- Aspect
- Avaya/CMS
- IP Agent & VPN
- CC&B 27 Oracle system
- Meter Data Management (MDM)
- Accenture
- Speedpay
- Microsoft Outlook
- WMS
- Fluent in both English and Spanish
- Nice engage
- IDRS
- Paymentus
- NMS – Web-Call
- Accurint
- Maximo
- Yukon
- CRSS & Vegetation Share Point
- Microsoft Teams
- Microsoft Power Point
- SERP
- IAT
- EUP
- RTR
- Finesse
- AMS
Accomplishments
- Collaborated with team of [Number] in the development of [Project name].
- Supervised team of [Number] staff members.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
Awards
Customer Service Excellence
Languages
Spanish
Native or Bilingual
Timeline
Identity Theft Contact Representative
Internal Revenue Service, IRS
11.2022 - 09.2025
Front Line Supervisor, Sr. Specialist
Baltimore Gas & Electric
11.2005 - 05.2022
Billing Specialist
Baltimore Gas & Electric
Bachelor's Degree - Science in Business
University of Phoenix
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