MARCELA CERVANTES MORALES
National City,CA
Summary
Strategic and calculated professional with a proven talent for aligning objectives with established processes and operations to achieve maximum operational impact. An exceptional analytical person and coordinator who can quickly translate organizational vision and requirements into innovative initiatives. Driven by helping members move beyond just understanding our products and services, but instead knowing what we make possible. Strong background in customer service and administrative operations, delivering a customer-first experience designed to transform the client's business.
Overview
10
10
years of professional experience
Work History
Member Service Representative Supervisor
California Credit Union
San Diego, CA
03.2024 - Current
- Delivered excellent member service via phone, addressing complex inquiries and issues.
- Assisted team in resolving intricate member account transactions, errors, and disputes.
- Enhanced member retention through proactive sales and service initiatives.
- Recognized cross-sell opportunities, promoting credit union products effectively.
- Coached and motivated staff to achieve and surpass departmental goals.
- Provided daily work direction, assigned duties, and optimized staff utilization.
- Reviewed timecards for accuracy, correcting discrepancies as necessary.
- Conducted audits and quality control under managerial guidance.
- Handled customer complaints in an efficient and courteous manner.
Member Service Representative
California Credit Union
San Diego , CA
06.2022 - 03.2024
- Provided prompt, accurate information to members regarding accounts and Credit Union offerings.
- Handled incoming calls professionally, delivering high-quality service to California Credit Union members.
- Cross-sold credit union products and services tailored to member needs.
- Resolved member inquiries and concerns effectively.
- Adhered to procedures for wire transfers, check orders, and card processing.
- Maintained updated knowledge of audit and compliance regulations.
- Complied with BSA requirements appropriate for position.
- Executed additional duties as assigned, including secure chat and email communications.
- Provided guidance to members on how best to use products or services offered by the organization.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
Barista
Starbucks
Chula Vista, CA
08.2021 - 04.2024
- Serve as a resource for clients seeking information, assistance, or recommendations by employing a thorough understanding of all critical services and products - essential in delivering service in an exceptional and timely matter.
- Implement sustainable improvements to overall customer service levels, satisfaction, and retention by demonstrating a commitment to clients while handling potential incidents and complaints de-escalation.
- Demonstrate success as a proactive contributor, preemptive in client communication to overcome objections and effectively maximize service activity.
- Meet Starbucks' operating policies and standards, including providing quality beverages and food products, cash handling and store safety and security, with or without reasonable accommodation.
Merchandise and Store Protection Specialist
Ross Dress for Less
San Diego, CA
09.2021 - 06.2022
- Examine premises directly and indirectly through visual, audio, and video monitoring while checking for an unusual or abnormal activity to ensure the physical safety of staff and the public.
- Show visible presence throughout the store to mitigate theft and fraud and maintain a safe and secure environment for associates and customers, thus increasing store awareness and minimizing operational shortages.
- Perform root cause analysis and determine causes of problems for numerous security procedures; develop recommendations and initiate plans for improvement of established processes during regular staff meetings.
- Exhibit discretion and tact when dealing with guest inquiries, problems, or complaints efficiently and professionally without detriment to the company or its reputation
Lead Slot Attendant
Sycuan Casino Resort
El Cajon, CA
06.2018 - 08.2021
- Explained to patrons in a calmy and elaborate manner all the rules of play, pay and payouts of all regular and progressive machines, and all casino policies and procedures regarding gaming activities, including tournaments and special promotions.
- Communicated effectively with all support staff and management levels to resolve daily arising conflicts such as incorrect jackpot payout, customer complaints, and any other discrepancies.
- Monitored guest service personnel frequently, always ensuring that maximum guest satisfaction was achieved through guest recognition and prompt cordial attention.
- Offered exceptional service standards through supportive and inspirational leadership; coached and trained team members to ensure continuous improvement in customer experience and staff satisfaction.
Teacher Assistant and Tutor
Our Lady School
San Diego, CA
01.2015 - 06.2019
- Leveraged strong organizational and attention to detail skills to encourage intellectual curiosity, build self-confidence and develop activities that enhance students' critical thinking, self-discipline, and social awareness.
- Accomplished day-to-day work operations and displayed a proactive approach to developing creative solutions and providing knowledgeable responses to diverse administrative functions.
- Tutored kids from 4th to 8th grade in English and Math and accurately assessed students' learning abilities.
Sales Associate
Ross Dress for Less
San Diego, CA
02.2018 - 07.2018
- Conferred with store managers to obtain insights about customers' needs and preferences, assembling promotional displays, including full-size point of purchase displays, to enhance brand awareness.
- Accountable for creating opportunities and increasing community awareness through innovative marketing strategies; researched latest fashion trends and adapted in-store campaigns to reflect these trends.
- Championed the complete spectrum of product knowledge to better educate customers on Ross Dress for Less products and services, developing profitable relationships with current and prospective customers.
Sales Associate
Kids Footlocker
, CA
09.2017 - 07.2018
- Communicated and collaborated with all store sales and operations members to maximize sales and clients' experience, cultivating relationships and trust through unsurmountable customer service skills.
- Presented outstanding punctuality, appearance, courtesy, and attitude, ensuring a smooth and efficient running of the operations, directly contributing to the brand awareness of our organization.
- Enhanced store awareness by planning and preparing promotional materials, providing presentations and demonstrations, placing point-of-sale materials, and moving in-store displays to generate a soothing environment.
Education
Associate of Science - Business
San Diego City College
San Diego, CA05-2021
High School Diploma -
Sweetwater High School
01.2014
Skills
- Customer Service
- Administrative Operations
- Complaints De-escalation
- Public Relations
- Computer Proficiency
- Records Management
- Communication Skills
- Sales Operations
- Communication and Problem Solving
- Work Ethics and Critical Thinking
- Multitasking and Meticulosity
- Time Management and Prioritization
Immediate Value Offered
- Customer Service
- Administrative Operations
- Complaints De-escalation
- Public Relations
- Computer Proficiency
- Records Management
- Communication Skills
- Sales Operations
- Communication and Problem Solving
- Work Ethics and Critical Thinking
- Multitasking and Meticulosity
- Time Management and Prioritization
Timeline
Member Service Representative Supervisor
California Credit Union
03.2024 - Current
Member Service Representative
California Credit Union
06.2022 - 03.2024
Merchandise and Store Protection Specialist
Ross Dress for Less
09.2021 - 06.2022
Barista
Starbucks
08.2021 - 04.2024
Lead Slot Attendant
Sycuan Casino Resort
06.2018 - 08.2021
Sales Associate
Ross Dress for Less
02.2018 - 07.2018
Sales Associate
Kids Footlocker
09.2017 - 07.2018
Teacher Assistant and Tutor
Our Lady School
01.2015 - 06.2019
Associate of Science - Business
San Diego City College
High School Diploma -
Sweetwater High School
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