MORGAN ROSS
Orland Park,IL
Summary
As dedicated professional, I bring a passion for delivering exceptional customer experiences while maintaining safety as a top priority. Skilled in managing high volumes of support, I excel at providing timely assistance via phone, SMS, chat and email. With the natural problem-solving mindset, I am proficient in troubleshooting app and website issues, adhering to policies, and proactively resolving potential problems before they escalate.
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor
Avelo Airlines
05.2023 - Current
- Remote
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale
- Supervised a team of 13 customer service representative, achieving an 30% increase in team performance metrics, including first- call resolution and customer satisfaction scores
- Managed scheduling for 46 team members, maintaining schedule adherence and promptly resolving attendance issues
- Handled escalated customer concerns achieving a 94% resolution rate within this timeframe
- Trained and onboarded new hires contributing to a 25% reduction in turnover.
Account Executive
Yelp
01.2020 - 02.2023
- Remote
- Established new accounts on monthly basis resulting in Ad revenue which has grown from 2022 to 2023 by 39%
- Strong in retention with clients by understanding their business needs and selling
- Across all titles
- This resulted in growing major accounts by at least 35%
- Consistently met and exceeded monthly goals, reaching up to 220%.
- Made daily cold calls sharing insight to customers about their business to gain trust and form relationships
- Managed daily activity and pipeline activity using Salesforce.
Patient Service Specialist
Edward Elmhurst
01.2016 - 01.2020
- Established communication between patients and various departments and staff
- Averaging well over 300 calls and Patients a day, while managing a team of 10
- In charge of entering new patients into the patient database, verifying insurance, getting authorization from insurance companies, putting together patient charts and collecting copays
- Handled customer service inquiries in person, via telephone and through email.
- Provided information, verbally and in writing to patients for full clarification of providers guidelines and or procedures while abiding HIPPA's requirements
- Trained new staff on filing, phone etiquette and other office duties.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
Customer Support Specialist
Keyence
01.2014 - 01.2016
- Performed in the 99th percentile in providing customer service and 97th percentile for technical support to customers
- Trained new employees on technical and operational functions of the job.
- Handled escalated calls that resulted into additional customer service avenues ending with satisfied consumer
- Helped over 100 customers every day with positive attitude and focus on customer satisfaction.
Massage Therapist
Mario Tricoci Hair Salons And Day Spas
01.2011 - 01.2014
- Averaged a return rate 44%, and an average of 52% for upgraded services- exceeding the requirements by over 20%
- Collaborated with physical therapists and other medical professionals to provide holistic care
- Developed and maintained positive relationships with clients through professional communication and follow-up to increase satisfactions and build rapport
- Assessed medical histories and conditions of clients to determine contraindications to massage services
- Registered and managed case files, detailed notes and progress on database to enable tracking history and maintain accurate records.
Education
Bachelor of Science -
Chicago State University
Chicago, ILSkills
- Effective communication (phone, chat, SMS, and email)
- Problem-solving and decision making
- Attention to detail
- Technical proficiency (app and software navigation)
- Safety awareness
- Proactive issue identification and resolution
- Data logging and record keeping
- Multitasking proficiency
- Team collaboration
- Adaptability and flexibility
- Empathy and active listening
- Crisis management
Timeline
Customer Service Supervisor
Avelo Airlines
05.2023 - Current
Account Executive
Yelp
01.2020 - 02.2023
Patient Service Specialist
Edward Elmhurst
01.2016 - 01.2020
Customer Support Specialist
Keyence
01.2014 - 01.2016
Massage Therapist
Mario Tricoci Hair Salons And Day Spas
01.2011 - 01.2014
Bachelor of Science -
Chicago State University
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