Myrcelie Morales
Buffalo,NY
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Cubic Transportation Systems
Buffalo , NY
02.2024 - Current
- Provided accurate information about products and services to customers.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed positive relationships with customers through friendly interactions.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Updated and maintained databases with current information.
- Assisted members with account setup, card activation, and payment processing issues.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Activation Specialist
Charter Communications, Spectrum
Amherst, NY
05.2023 - 01.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
Benefits Specialist
Lifeworks/Kaiser Permanente
Remote
09.2022 - 04.2023
- Inbound calls assisting participants with annual benefits enrollment for current employees and new hires.
- Assisting participants with retirement pension benefits process, estimated pension benefits inquiries, benefits elections, demographic updates, forms requests, websites log in and registration.
- Outbound participant contact follow up for benefits and applications.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
Sales Representative
Charter communications, Spectrum
Williamsville, NY
03.2022 - 08.2022
- Greeting and assisting current and new customers with cable, internet, phone and mobile services
- Processing billing payments, services upgrades and downgrades
- Mobile activation and troubleshooting
- Utilized CRM software to manage customer accounts and track performance metrics.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Listened to customer needs and desires to identify and recommend optimal products.
Online Banking Representative
Defi Solutions / Williamsville
10.2020 - 05.2021
- Inbound calls assisting members from different financial institutions with online Banking passwords resets
- Account balances information and account updates
- Providing Auto loan and Mortgages Payoffs
- Assisting new members with Online Banking enrolling and set up
- Transferring members to other Departments for services
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Bilingual/Spanish
Customer Service Representative
Capital Management /Bank of America
Williamsville, NY
11.2019 - 08.2020
- Assisting Inbound Credit Cards holders with payment plan options
- Outbound calls to bring Account Holders up to date with past due payments
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Implemented customized account plans to meet individual client needs.
- Processed client payments and updated accounts.
- Kept detailed records of customer interactions for optimal traceability.
- Responded to customer inquiries and provided detailed account information.
- Bilingual/Spanish
Receptionist/ File Clerk/ Requester/ Spanish Interpreter and Translator
Law Office of Kenneth Hiller
Buffalo, NY
06.2019 - 11.2019
- Taking Calls from Clients and New Prospects
- Assisting with Case Information and Intakes
- Assisting Attorney's with Translation with Spanish Speaking Clients
- Processing Incoming and Outgoing mail and Medical Records to and from Social Security.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Corresponded with clients through email, telephone, or postal mail.
- Assisted with onboarding new clients and securing paperwork completion.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Scheduled office meetings and client appointments for staff teams.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Compiled information from files and research to satisfy information requests.
- Translated documents from Spanish to English.
Residential Aide
The Arc Erie County
Buffalo, NY
07.2018 - 05.2019
- Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
- Supported needs of 10+ residents under long-term care.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Transported patients between rooms and appointments or testing locations.
- Facilitated personal hygiene management, feeding and ambulation.
- Documented patient information and care activities in electronic health record.
- Checked vital signs on daily basis and contacted supervisor regarding patient health concerns or behavioral changes.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
IRA Specialist
People Inc
Buffalo, NY
12.2017 - 07.2018
- Assisting with Developmental needs and management.
- Documented patient information and care activities in electronic health record.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Administered medications to patients and remained vigilant for negative side effects.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
- Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
- Documented residents' mental status, sleep, and eating patterns in medical record books.
- Checked vital signs on daily basis and contacted supervisor regarding patient health concerns or behavioral changes.
Account Resolution Specialist
First Source Advantage
Williamsville, NY
11.2015 - 10.2017
- Credit Card Collections
- Handle customer inquiries, complaints, billing questions and payment extension/service requests
- Account issues resolution and design best-option solutions.
- Documented all actions performed and interactions with customers.
- Assessed individual situations and developed effective and appropriate resolutions.
- Negotiated arrangements to manage defaults, payment plans or full remittance of balance owed.
- Monitored aging accounts and reached out to customers to discuss payments.
- Maintained accurate records of customer accounts, payments and payment plans.
Education
No Degree - Medical Emergencies
UNITEC OF PUERTO RICO
Aguadilla,PR, Puerto Rico08.2012
Skills
- Strong Interpersonal Skills
- Effective Customer Service
- Case Evaluations
- Client Relationships
- Problem Resolution
- Customer Inquiries
- Information Updates
- Clerical Support
- Customer Service Standards
- Spanish Interpreting
Languages
English
Full Professional
Spanish
Native/ Bilingual
Timeline
Customer Service Representative
Cubic Transportation Systems
02.2024 - Current
Activation Specialist
Charter Communications, Spectrum
05.2023 - 01.2024
Benefits Specialist
Lifeworks/Kaiser Permanente
09.2022 - 04.2023
Sales Representative
Charter communications, Spectrum
03.2022 - 08.2022
Online Banking Representative
Defi Solutions / Williamsville
10.2020 - 05.2021
Customer Service Representative
Capital Management /Bank of America
11.2019 - 08.2020
Receptionist/ File Clerk/ Requester/ Spanish Interpreter and Translator
Law Office of Kenneth Hiller
06.2019 - 11.2019
Residential Aide
The Arc Erie County
07.2018 - 05.2019
IRA Specialist
People Inc
12.2017 - 07.2018
Account Resolution Specialist
First Source Advantage
11.2015 - 10.2017
No Degree - Medical Emergencies
UNITEC OF PUERTO RICO
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