Lou Morales
Orlando,FL
Summary
Customer Service Representative (Etsy) bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhancing customer experiences by providing customized solutions to build loyalty with knowledge of service and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Accomplished Supervisor (NYCHA) focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport, Quick-thinking practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success.
Overview
26
26
years of professional experience
Work History
Customer Service Agent
Etsy
05.2021 - 09.2022
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Tracked customer service cases and updated service software with customer information.
- Addressed customer account discrepancies and concerns.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Supervisor of Exterior & Grounds Operations'
New York City Housing Authority, NYCHA
05.1996 - 10.2017
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Handled customer complaints, resolved issues to meet changing needs.
- Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Frequently inspected production area to verify proper equipment operation.
- Evaluated employee performance and coached and trained to improve weak areas.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Educated staff on organizational mission and goals to help employees achieve success.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Monitored workflow to improve employee time management and increase productivity.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Conducted routine inspections to check quality and compliance with established specifications.
Education
High School Diploma -
William E. Grady
Brooklyn, NY06.1994
Skills
- Customer Service Experience
- KPI's (NPS, CSAT, CES, FCR)
- Data Analysis
- Customer Relations
- Trained in Salesforce
- Service level Agreements (SLA's)
- Outstanding Communication Skills
Languages
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
When people talk, listen completely. Don’t be thinking what you’re going to say. Most people never listen.
Ernest Hemingway
Timeline
Customer Service Agent
Etsy
05.2021 - 09.2022
Supervisor of Exterior & Grounds Operations'
New York City Housing Authority, NYCHA
05.1996 - 10.2017
High School Diploma -
William E. Grady
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