Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
AdministrativeAssistant

Morisa Robertson

New Orleans,LA

Summary

Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.

Overview

22
22
years of professional experience
3
3
years of post-secondary education

Work History

Customer Experience Agent

Alorica Call Center
09.2021 - 05.2025
  • Assisted customers with inquiries, ensuring timely and accurate responses.
  • Utilized CRM software to track customer interactions and feedback.
  • Resolved customer complaints by coordinating with relevant departments swiftly.
  • Provided training support for new team members on company policies and procedures.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
  • Utilized CRM tools effectively to track customer interactions, enabling quick access to relevant information when needed.
  • Maintained detailed records of all interactions in CRM, ensuring accurate documentation for future reference or escalation purposes.
  • Consistently met or exceeded team targets for customer satisfaction ratings and call handling times, contributing to the overall success of the department.
  • Provided personalized support to customers, tailoring solutions according to their unique needs and preferences.
  • Assisted patients in navigating healthcare systems and accessing necessary services.
  • Coordinated communication between patients and healthcare providers to ensure clear understanding of care plans.

Barista

Starbucks
07.2003 - 02.2020
  • Prepared and served high-quality coffee beverages according to customer preferences.
  • Maintained cleanliness and organization of work area, ensuring compliance with health standards.
  • Provided exceptional customer service, responding to inquiries and resolving complaints efficiently.
  • Operated espresso machines and brewing equipment proficiently, ensuring consistency in beverage quality.
  • Managed inventory levels by monitoring stock and placing orders for supplies as needed.
  • Collaborated with team members to create a positive atmosphere and improve customer experience.
  • Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
  • Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
  • Maintained clean and organized workspace, ensuring welcoming environment for customers.
  • Used POS system to accurately enter orders and process payments.
  • Promoted additional items with beverages, increasing store sales.
  • Minimized spoilage with proper use of first-in-first-out stock procedures.

Administrative Assistant

C&W Services
New Orleans, LA
06.2013 - 09.2016
  • Managed scheduling and calendar coordination for executives, ensuring efficient time allocation.
  • Assisted in document preparation and data entry using Microsoft Office Suite for accurate record-keeping.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Supported recruitment processes, scheduling interviews and communicating with applicants to improve hiring timelines.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
  • Established administrative work procedures to track staff's daily tasks.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.

Call Center Representative

Telvista
Dallas, TX
03.2011 - 02.2013
  • Handled inbound customer inquiries, providing accurate information and resolving issues efficiently.
  • Collaborated with team members to improve overall call handling processes and customer satisfaction.
  • Maintained up-to-date knowledge of product offerings and company policies to enhance support quality.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.

File Clerk/Data Entry

Methodist hospital
New Orleans, LA
02.2003 - 08.2005
  • Organized and maintained medical records for efficient retrieval and compliance with hospital policies.
  • Assisted in data entry tasks, ensuring accuracy and confidentiality of patient information.
  • Collaborated with healthcare professionals to update patient files and resolve discrepancies.
  • Conducted routine audits of files to ensure adherence to regulatory standards and accuracy requirements.
  • Supported administrative functions by preparing reports and assisting with inventory management of office supplies.
  • Sorted and classified documents into appropriate filing systems for increased traceability.
  • Consistently met or exceeded performance goals in both quality and productivity metrics, demonstrating strong attention to detail and a commitment to excellence in file management.
  • Managed sensitive or confidential files with attention to data security and storage policies.
  • Improved file organization by implementing an efficient categorization and labeling system.
  • Managed high volumes of daily paperwork, prioritizing tasks effectively to meet deadlines without compromising accuracy or organization.
  • Created reports, correspondence and spreadsheets with Microsoft Office programs.

Education

High School Diploma -

John Mcdonogh Senior High School
New Orleans, LA
10.1999 - 05.2002

Skills

  • Professional phone etiquette
  • Excellent communication skills
  • Multi-line phone proficiency
  • [55] WPM typing speed
  • Customer service-oriented
  • Flexible
  • Accurate and detailed
  • Payroll

Call center experience

CRM software

Multi-line phone systems

Customer data confidentiality

POS systems expert

Time management

Calm and professional under pressure

Multitasking

Microsoft office

Additional Information

  • AWARDS Employee of the Month
  • Exceed weekly goals

Timeline

Customer Experience Agent

Alorica Call Center
09.2021 - 05.2025

Administrative Assistant

C&W Services
06.2013 - 09.2016

Call Center Representative

Telvista
03.2011 - 02.2013

Barista

Starbucks
07.2003 - 02.2020

File Clerk/Data Entry

Methodist hospital
02.2003 - 08.2005

High School Diploma -

John Mcdonogh Senior High School
10.1999 - 05.2002

Similar Profiles

CREATE PROFILE
Morisa Robertson