Maria Morales
Albuquerque,NM
Summary
Driven Customer Service Supervisor with five years of leadership experience, both formal and informal. Passionate about assisting with development of others and growing their skills to meet customer and company needs. Hardworking, detail-oriented and tenacious in developing and pursuing solutions to customer concerns.
Overview
13
13
years of professional experience
Work History
Customer Service Supervisor
Heath Care Service Corporation
Albuquerque, NM
09.2023 - Current
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Assisted in developing training materials for new hires as well as existing employees.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Recruited qualified personnel when needed for open positions within the department.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Evaluated employee job performance and motivated staff to improve productivity.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Monitored phone calls to provide feedback and coaching.
- Managed team of customer service representatives to ensure high-quality support.
- Delegated work to staff, setting priorities and goals.
- Coordinated with other supervisors, combining group efforts to achieve goals.
Customer Service Concierge
Health Care Service Corporation
Houston, TX
01.2022 - 09.2023
- Act as lead Concierge in managers absence, managing schedules, resolving conflicts, and handling escalations.
- Coach and develop multiple new hires, assisting with their training and calls.
- Lead Sanitas direct line initiative. Developed and implemented a schedule rotation, manage schedule shifts to ensure coverage, coach and develop behavior challenges.
- Led the secured messaging/captiva initiative. Developed and delivered training content; supported 24 CA's and 10 Concierges at implementation.
- Mentored fellow Concierge representative on how to resolve conflict and think outside the box to resolve member concerns and anticipate their needs.
- Built relationships with the staff at the Sanitas clinics so we could work alongside each other to resolve member concerns.
Customer Advocate
Health Care Service Corporation
Albuquerque, NM
11.2017 - 01.2022
- Acted as interim CAS assisting with Tech Times and the Assist line when they were short staffed or in a meeting.
- Supported and coached new hires as a Learning Coach for two training classes.
- Acted as lead lobby CA, servicing face to face members, creating schedules for all lobby CA's, and making sure all the voicemails were returned.
- Volunteered in Community Outreach events to help serve the community.
- Assisted both our members and providers with phone inquiries as well as written inquiries about benefits and claims.
Customer Service Representative
Comcast
Albuquerque, NM
11.2016 - 09.2017
- Coached new hire employees through application of newly learned skills.
- Facilitated training for externally hired new leaders on company process and system utilization.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Store Manager
Boost Mobile
Visalia, CA
02.2014 - 04.2015
- Managed, trained, and coached a team of eight associates to perform daily tasks and procedures.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Managed weekly schedules to verify proper floor coverage within fiscal guidelines.
- Evaluated store performance and incorporated feedback to implement improvement plans.
Sales Representative/Interim Store Manager
Boost Mobile
Oxnard, CA
05.2012 - 01.2014
- 6 months interim store manager, assisting with creating schedules and closing duties, as well as finding store coverage for employee call outs.
- Created and implemented store displays, promoting sales and growth.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Answered product questions with up-to-date knowledge of sales and promotions.
Education
Some College (No Degree) - Business Administration
Southern New Hampshire University
Hooksett, NH11-2025
High School Diploma -
Channel Islands High School
Oxnard, CA06.2012
Skills
- Performance Coaching
- Decision Making
- Verbal and Written Communication
- Meeting Facilitation
- Creating and presenting training material
- Health Insurance expertise
- Resolving conflicts
- Microsoft Office expertise
- Call Center Operations
- Time Management
- Project management abilities
Languages
Spanish
Native/ Bilingual
English
Full Professional
Timeline
Customer Service Supervisor
Heath Care Service Corporation
09.2023 - Current
Customer Service Concierge
Health Care Service Corporation
01.2022 - 09.2023
Customer Advocate
Health Care Service Corporation
11.2017 - 01.2022
Customer Service Representative
Comcast
11.2016 - 09.2017
Store Manager
Boost Mobile
02.2014 - 04.2015
Sales Representative/Interim Store Manager
Boost Mobile
05.2012 - 01.2014
Some College (No Degree) - Business Administration
Southern New Hampshire University
High School Diploma -
Channel Islands High School
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