Monica Morales
Chandler,AZ
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
19
19
years of professional experience
Work History
Bilingual Customer Service Representative
Salt River Project
Tempe, AZ
01.2022 - Current
- Identify and respond to customer requests and concerns by phone for both English and Spanish-speaking customers.
- Answer up to 60+ calls per day in busy, fast-paced office for both English Spanish-speaking customers.
- Update and maintain information in customer accounts.
- Process turn on/off service orders, credits and tracked M-power equipment returns.
Care Provider
Full-Time Caregiver
Duarte, CA
11.2014 - 12.2018
- Kept close eye on client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed
- Oversaw and planned resident schedules by coordinating doctor appointments, exercise routines, recreational activities and family visits
Store Sales Manager
Telscape Communications Inc.
Huntington Park, CA
08.2010 - 11.2014
- Organized promotional events and interacted with community to increase sales volume
- Communicated progress of monthly and quarterly initiatives to internal and external sales teams
- Initiated new sales and marketing plans for product roll-outs, including developing sales, distribution and media strategy
- Coached and promoted high-achieving employees to fill leadership positions with qualified staff and boost company growth
Training Facilitator
Telscape Communications Inc.
Monrovia, CA
01.2005 - 12.2008
- Taught more than 30 classes or workshops per year
- Developed course material, guides and procedure manuals for training programs
- Gathered feedback from team and department leaders to devise new training materials targeted on current needs
- Appropriately allocated resourced, budgets, inventories, training support and team building materials to increase overall productivity
Bilingual Lead Support
Verizon Wireless
Irvine, CA
04.2001 - 11.2003
- Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
- Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from Wireless phone service, protecting company reputation and loyal client base
- Investigated and resolved customer complaints to foster satisfaction
- Offered pricing and feature recommendations to management and cross-functional teams
Bilingual Customer Service Representative
GTE/Verizon Communications
Santa Monica, CA
01.1998 - 03.2001
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Managed numerous transaction requests each day with positive and upbeat communication style to uncover and handle customer needs.
Education
Certificate - Training
American Society For Training And Development
Valencia10.2007
Skills
- Bilingual Customer Service
- Office Management
- Communication/Liaison
- Teamwork/Problem Solving
- Training program development
- Employee/Staff training
- Schedule management
- Training and development
Timeline
Bilingual Customer Service Representative
Salt River Project
01.2022 - Current
Care Provider
Full-Time Caregiver
11.2014 - 12.2018
Store Sales Manager
Telscape Communications Inc.
08.2010 - 11.2014
Training Facilitator
Telscape Communications Inc.
01.2005 - 12.2008
Bilingual Lead Support
Verizon Wireless
04.2001 - 11.2003
Bilingual Customer Service Representative
GTE/Verizon Communications
01.1998 - 03.2001
Certificate - Training
American Society For Training And Development