Mercedes Morales
Miami
Summary
Experienced with data entry and database management, providing reliable and efficient data services. Utilizes meticulous attention to detail and organizational skills to maintain data accuracy. Strong understanding of database systems and data verification processes, ensuring high-quality data integrity.
Overview
15
15
years of professional experience
Work History
Remote Data Entry Administrator
Badia Plant Group
01.2021 - Current
- Enter and update data in the company's CRM and other databases, ensuring accuracy and timely data entry for all projects.
- Manage weekly communication for all transactions.
- Improve data accuracy by meticulously verifying and correcting information during entry.
- Assist new and existing customers via E-mail, live chat, and phone calls.
- Manage large volumes of complex information, ensuring that all records were properly stored in appropriate databases.
- Monitoring and updating inventory and supply count.
- Maintain high levels of data confidentiality, adhering to strict security protocols and guidelines.
- Validated and cross-referenced information from various sources to ensure consistency and minimize the risk of errors or duplication.
- Completed data entry tasks with accuracy and efficiency.
- Used computer software to store and retrieve data.
Remote Dispatch CSR
ACG/AAA
02.2023 - 05.2024
- Maintained clear communication with dispatch to keep all emergency roadside assistance members informed and updated on the status of their service requests.
- Handled over 80+ inbound calls on high-volume days.
- Managed high call volumes maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Logged call information and solutions provided into internal database.
- Reduced errors and increased efficiency through thorough proofreading and editing of entered data.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded proactively and positively to rapid change.
- Assisted customers with account set-up, enabling smooth transitions into using the company's products or services.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests for products, services, and company information.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Supported administrative tasks in entering data, which included organizing and entering records into digital processing systems.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Remote CSR Supervisor
Solix
07.2020 - 12.2022
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted regular reviews of operations and identified areas for improvement.
- Optimized scheduling to ensure full coverage during peak hours.
- Ensured compliance with company policies and procedures by effectively managing the CSR team''s daily activities.
- Oversaw escalated customer concerns, providing satisfactory resolutions in a timely manner.
- Monitored call quality using designated software platforms, identifying areas where improvements could be made.
Customer Service / Office Assistant
Waterland Manufacturing
01.2017 - 05.2020
- Managed and organized documents for data entry tasks.
- Assisted customers in locating products or services, saving time and increasing satisfaction levels.
- Maintained a clean and organized workspace for improved workflow and overall office aesthetics.
- Supported team members with timely assistance, contributing to a positive work environment.
- Input data into spreadsheets and databases.
- Coordinated with warehouse staff to ensure timely order fulfillment and delivery.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Checked bills of lading, outgoing package paperwork, and other documentation for accuracy.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Assisted in training new employees on company shipping policies and procedures, promoting consistent quality across the team.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
- Maintained accurate inventory records, ensuring seamless order processing and shipment tracking.
- Scanned documents and saved in database to keep records of essential organizational information.
- Input order information into system and updated customer accounts to document and track customer orders.
- Processed customer orders in line with established policies and procedures.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Medical Office Assistant
Murray Medical
03.2010 - 11.2014
- Performed various administrative tasks by filing, copying and faxing documents.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Provided compassionate support to patients during check-in/check-out process, addressing concerns and answering questions as needed.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Provided prompt, polite and professional in-person and telephone customer service.
- Maintained strict compliance with HIPAA regulations, ensuring the confidentiality of sensitive patient information.
- Improved file organization by implementing an efficient categorization and labeling system.
- Examined, categorized, and sorted incoming documents.
- Managed sensitive or confidential files with attention to data security and storage policies.
- Operated office equipment to scan and copy documents.
- Maintained organized filing system to facilitate easy retrieval of documents.
- Assisted with data entry and administrative support tasks to help meet team goals.
- Maintained physical and computer-based filing systems.
Education
High School Diploma -
G. Holmes Braddock
Skills
- 80 WPM
- Data entry
- Data analysis
- Proofreading proficiency
- Time management
- Accuracy and attention to detail
- Research and data collection
- Quality control measures
- Document preparation
- Database maintenance
- Document review
- Electronic filing systems
- Records and database management
- Workflow planning
- Customer service
- Excellent communication
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Remote Dispatch CSR
ACG/AAA
02.2023 - 05.2024
Remote Data Entry Administrator
Badia Plant Group
01.2021 - Current
Remote CSR Supervisor
Solix
07.2020 - 12.2022
Customer Service / Office Assistant
Waterland Manufacturing
01.2017 - 05.2020
Medical Office Assistant
Murray Medical
03.2010 - 11.2014
High School Diploma -
G. Holmes Braddock
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