Monica Morales
HIDALGO,TX
Summary
Dynamic professional with a proven track record at Maximus Inc, excelling in customer service and problem-solving abilities. Skilled in conflict resolution and critical thinking, demonstrated through enhanced customer loyalty and team development. Proficient in computer use, adept at turning challenges into opportunities, significantly improving client satisfaction and retention.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Maximus Inc
11.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Tutor
IDEA Public Schools
02.2022 - 08.2023
- Provided homework assistance using specific curriculum and materials.
- Supported students with helpful study habits and exam strategies.
- Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Increased student comprehension by utilizing personalized teaching methods and adapting to individual learning styles.
Crew Member
Auntie Anne's Pretzels
04.2017 - 07.2020
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
Education
Interdisciplinary Studies -
The University of Texas Rio Grande Valley
Edinburg, TX12.2025
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Call center experience
- Computer Proficiency
- Complaint Handling
- Team Development
Certification
Substitute
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Maximus Inc
11.2023 - Current
Tutor
IDEA Public Schools
02.2022 - 08.2023
Crew Member
Auntie Anne's Pretzels
04.2017 - 07.2020
Interdisciplinary Studies -
The University of Texas Rio Grande Valley
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