Summary
Overview
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative

Lorena Morales

Springdale,AR

Summary

Proven problem-solver and bilingual communicator, I excel in customer service and technical support, demonstrated at Central Research. Skilled in data entry and critical thinking, I've significantly enhanced customer loyalty and operational efficiency. My approach combines active listening with a dynamic, professional demeanor, ensuring high-quality outcomes in fast-paced environments.

Overview

3
3
years of professional experience

Work History

Customer Service Representative

Central Research
05.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Identified and resolved discrepancies and errors in customer accounts.

General Clerk

Serco-NA, Inc
03.2022 - 10.2023
  • Ensured confidentiality of sensitive information by adhering to company policies regarding document handling procedures and data protection protocols.
  • Increased efficiency by cross-training in various administrative roles for better coverage during absences or high-demand periods.
  • Prepared professional correspondence for internal and external communication purposes, demonstrating strong attention to detail.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.

Sales Associate

Lowe’s
08.2021 - 03.2022
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Engaged with customers to build rapport and loyalty.
  • Participated in visual merchandising, creating attractive displays that stimulated customer interest and sales.
  • Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.

Education

School of Innovation
Springdale, AR
05.2021

Skills

  • Customer Service
  • Bilingual
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Call center experience
  • Technical Support

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Customer Service Representative

Central Research
05.2024 - Current

General Clerk

Serco-NA, Inc
03.2022 - 10.2023

Sales Associate

Lowe’s
08.2021 - 03.2022

School of Innovation

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Lorena Morales