Madeline Morales
Davenport,FL
Summary
Dedicated customer service and financial services professional with 10+ years of experience delivering exceptional support across banking, financial, and retail environments. Skilled in building strong client relationships, resolving complex issues, managing accounts, and identifying customer needs to provide effective, tailored solutions. Proven success handling high‑volume interactions with accuracy, compliance, and a consistently customer‑focused mindset. Bilingual in English and Spanish, offering strong communication and problem‑solving abilities.
Committed to contributing to team success and driving positive outcomes. Ready to embrace new challenges and support organizational goals with reliability, enthusiasm, and a results‑driven approach.
Overview
2027
2027
years of professional experience
Work History
Member Experience Professional I
Partners Federal Credit Union
Orlando, FL
01.2023 - Current
- Provided high‑quality service by assisting customers with transactions, account inquiries, and product information.
- Resolved customer issues promptly using strong problem‑solving and communication skills.
- Identified customer financial needs and recommended appropriate banking products and services.
- Ensured accuracy in processing deposits, withdrawals, payments, and account updates.
- Maintained strict confidentiality and adhered to all banking policies, procedures, and regulatory requirements.
- Utilized CRM systems and banking software to document interactions and manage accounts.
- Demonstrated strong active listening and customer‑focused service to enhance satisfaction and loyalty.
- Supported branch operations by assisting with daily tasks, balancing transactions, and maintaining compliance standards.
Card Services Specialist I
JP Morgan Chase & Co.
Heathrow, FL
01.2020 - 01.2023
- Provided high‑quality support to cardholders by handling inquiries, account questions, and transaction concerns.
- Resolved disputes, fraud alerts, and billing issues using strong problem‑solving and analytical skills.
- Assisted members with credit card applications, limit increases, payments, and account maintenance.
- Educated customers on card features, rewards programs, and responsible credit usage.
- Ensured compliance with banking regulations, security protocols, and confidentiality standards.
- Utilized CRM systems and card‑processing platforms to document interactions and manage accounts accurately.
- Demonstrated strong communication and active listening to enhance customer satisfaction and retention.
- Managed high‑volume calls and inquiries while maintaining accuracy, professionalism, and service quality.
Customer Service
Best Buy
Davenport, FL
2020 - 2024
- Delivered exceptional customer service by greeting shoppers, identifying needs, and providing knowledgeable product guidance.
- Supported customers with device setup, troubleshooting, and technical assistance to ensure a smooth experience.
- Drove sales by recommending appropriate electronics, accessories, and protection plans based on customer needs.
- Maintained a clean, organized sales floor and ensured accurate product displays and pricing.
- Utilized POS systems to process purchases, returns, and exchanges with accuracy and efficiency.
- Demonstrated strong communication and active listening to build trust and enhance customer satisfaction.
- Collaborated with team members to meet store goals, maintain inventory, and support daily operations.
- Stayed up‑to‑date on current tech trends and product features to provide informed recommendations.
Education
Bachelors of Science - Criminal Justice
University of Central Florida
Orlando, FL01-2019
Skills
- Member engagement through personalized interactions
- Proficient problem-solving
- Account servicing management
- Solution recommendation
- Bilingual communication in English and Spanish
- Effective communication skills
- Effective CRM navigation skills
- Data integrity management
- Workflow compliance
- Effective performance in high-pressure environments
- Quality assurance compliance
- Effective collaboration with diverse teams
- Member-centric decision making
- Efficient in managing multiple tasks
Languages
Spanish
Full Professional
Awards
Most Valuable Employee
Highest Pick Rate/ Highest Referral Rate
Timeline
Member Experience Professional I
Partners Federal Credit Union
01.2023 - Current
Card Services Specialist I
JP Morgan Chase & Co.
01.2020 - 01.2023
Customer Service
Best Buy
2020 - 2024
Bachelors of Science - Criminal Justice
University of Central Florida