Molly Morales
Gautier,MS
Summary
Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently. Organized, detail-oriented and performs a strong work ethic. Friendly, respectful and a natural helper. Offering 12 years of service-focused experience.
Overview
5
5
years of professional experience
Work History
Customer Advocate
Community Choice Financial Inc.
11.2021 - Current
- Promptly responded to inquiries and requests from prospective customers.
- Updated customer accounts, and maintained detailed records.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Developed strong relationships with clients, promoting trust and loyalty through excellent service.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and performance by monitoring team member productivity.
- Monitored cash drawers and maintained adequate cash supply in vault.
- Collaborated with staff members to enhance customer service experience and exceed team goals.
- Learned and adapted quickly to new technology and software applications.
- Worked well in a team setting, providing support and guidance.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated a high level of initiative while tackling difficult tasks.
- Managed time efficiently in order to complete all tasks within deadlines.
ER Registration Specialist
Singing River Hospital
11.2020 - 11.2021
- Retrieved medical data for physicians and patients.
- Explained form wording to patients to help each understand information required.
- Assisted other specialists with front desk duties and answering questions.
- Provided exceptional customer service to patients during registration, addressing concerns and answering questions promptly.
- Maintained a comprehensive understanding of medical terminology, insurance regulations, and hospital policies to effectively assist patients during the registration process.
- Demonstrated excellent attention to detail when entering data into electronic health record systems, minimizing discrepancies between documents.
- Coordinated with insurance companies to verify coverage.
- Assisted in processing patient payments via cash, checks and credit cards.
- Entered patient information into payment system accurately for billing purposes.
- Upheld HIPAA regulations and standards for protecting patient information.
- Operated standard office software applications to compile data and prepare information and correspondence.
- Developed and maintained courteous and effective working relationships.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer Service Representative
PDQ Printing
04.2019 - 10.2020
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered prompt service to prioritize customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Paid attention to detail while completing assignments.
- Delivered services to customer locations within specific timeframes.
- Learned and adapted quickly to new technology and software applications.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
High School Diploma -
Monmouth Roseville High School
Monmouth, IL05.2009
Skills
- Customer Relations
- Customer Services
- Sales Transactions
- Customer Data Confidentiality
- Professional Telephone Demeanor
- Relationship Building
- Money Handling Abilities
- Account Updates
- Data Entry
- Microsoft Office
- Policies and Procedures Adherence
- Call Documentation
Timeline
Customer Advocate
Community Choice Financial Inc.
11.2021 - Current
ER Registration Specialist
Singing River Hospital
11.2020 - 11.2021
Customer Service Representative
PDQ Printing
04.2019 - 10.2020
High School Diploma -
Monmouth Roseville High School