Luis Angel Morales Gonzalez
Winter Haven,FL
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Customer Support Specialist
JetBlue Airlines
Orlando , FL
2021.11 - Current
- Responded to customer and phone calls promptly, courteously, and professionally.
- Researched customer inquiries using available resources.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Provide a one-call resolution for every customer.
- Have significant attention to details.
- Ability to multitask frequently.
- Continuously remain proficient in processes, policies, and offering upsell products.
- Research flight information and look up airport information.
- Resolve general customer service questions through effective customer service techniques.
- Provide excellent customer service every time .
Center Store Manager
Advance America
Clermont , FL
2019.03 - 2021.02
- Conducted regular audits of store operations to identify areas for improvement.
- Implemented new ideas that improved processes throughout the center store.
- Assisted customers with locating desired items within the store or online.
- Resolved customer complaints regarding products or services in an effective manner.
- Ensured compliance with all applicable laws and regulations.
- Resolved customer complaints promptly and professionally.
- Analyzed market trends, competitor activities, customer feedback, and other data points to formulate strategies.
- Scheduled shifts for employees based on demand forecasts while adhering to labor budgets.
- Audited cash registers at the end of each shift to ensure accuracy in transactions.
Store Manager
Lids Locker Room
Orlando , FL
2007.08 - 2019.02
- Maintained accurate records of employee performance reviews.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Ensured compliance with safety regulations and company policies.
- Established customer service standards and monitored staff compliance.
- Resolved customer complaints in a timely manner.
- Managed daily banking activities, mainly deposits.
- Recruited, trained and supervised new employees.
- Created weekly work schedules for store personnel.
- Developed strategies to maximize sales and profitability.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
Education
Some College (No Degree) - Business Administration And Management
Sistema Universitario Ana G Mendez - Universidad Del Turabo
Gurabo, PRSkills
- Customer service excellence
- Sales Support
- Complaint Handling
- Problem-Solving
- Customer Communication and Empathy
- Multitasking
- Decision-Making
- Quality Assurance
- Customer Relationship Management (CRM)
- Embroidery Specialist
Languages
English
Full Professional
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Customer Support Specialist
JetBlue Airlines
2021.11 - Current
Center Store Manager
Advance America
2019.03 - 2021.02
Store Manager
Lids Locker Room
2007.08 - 2019.02
Some College (No Degree) - Business Administration And Management
Sistema Universitario Ana G Mendez - Universidad Del Turabo
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