NANCY MORRIS
San Antonio,TX
Summary
Dynamic customer service professional with extensive experience at Afni Inc, Verizon, excelling in conflict resolution and data entry. Proven track record of enhancing customer satisfaction and retention through effective communication and problem-solving skills. Adept at upselling products while maintaining strong relationships, consistently achieving high-quality service standards.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Afni Inc, Verizon
Tucson, Arizona
01.2020 - 09.2025
- Managed inbound and outbound calls to address inquiries and resolve concerns efficiently.
- Assisted customers with inquiries and resolved issues efficiently.
- Provided support for product-related questions and troubleshooting.
- Recommended products and services to members while educating customers on relevant offerings.
- Documented customer interactions accurately in internal systems.
Data Entry Operator / Customer Service Representative
Convergent
San Antonio, Texas
10.2014 - 03.2018
- Managed inbound and outbound calls to respond to inquiries, and resolve concerns.
- Validated data and resolved problems related to system-generated information.
- Assisted members by coordinating responses involving multiple departments and personnel.
- Responded to questions and followed up on customer interactions.
- Addressed customer concerns and complaints, resolving issues quickly and efficiently.
- Entered data accurately into company databases and systems.
- Maintained data integrity through regular audits and checks.
- Processed incoming documents for entry into electronic systems.
Administrative Assist
Centroplex Auto Recovery
10.2004 - 01.2008
- Supported and resolved the client's issues with knowledgeable information regarding accounts.
- Functioned as a receptionist, handling inquiries from customers and agents.
- Managed daily office activities for a busy repossession company.
- Managed scheduling and appointments for team members and clients.
- Organized and maintained electronic and physical filing systems.
- Coordinated communication between departments to streamline operations.
Customer Service Representative
Western Wireless
05.2003 - 05.2004
- Handled over 100 calls per day in an inbound call center staffed by 150 representatives.
- Resolved customer inquiries related to billing issues and account maintenance.
- Played a key role in increasing retention, as well as satisfaction rates.
- Managed customers' expectations by clarifying needs and identifying options.
- Provided support for product-related questions and troubleshooting.
- Assisted customers with inquiries and resolved issues efficiently.
Customer Service / Consumer Affairs
Provell
11.2000 - 03.2003
- Maintained quality control and satisfaction records, constantly seeking new ways to improve customer service.
- Trained customer service reps.
- In techniques for handling escalated accounts with quick, effective solutions regarding customers' concerns.
- Worked with stringent deadlines: 20-40 cases per day (200-400 high-profile cases) concerning the resolution of Better Beau Business complaints.
- Completed day-to-day duties accurately and efficiently.
Education
GED -
Fox Tech High School
San Antonio, TexasSkills
- Data entry
- Member account management
- Service upselling
- Conflict resolution
- Product sales
- Refund processing
- Problem resolution
- Product knowledge
- Call escalation
- CRM software
- Customer service
- Issue resolution
- Active listening
- Communication skills
- Computer proficiency
- Relationship building
Affiliations
Seeking a fulltime position as a Customer Service/Administrator Assistance that focuses on Client Relations., Highly organized and friendly professional that's able to establish long-term positive and fun relations with clients, co-workers and outside resources. Dedicated and technically skilled business professional with a versatile administrative support skill set developed through experience as administrative assistant, office clerk and customer service representative.
Accomplishments
Was employee of the year Verizon FIOS in 2023.
Timeline
Customer Service Representative
Afni Inc, Verizon
01.2020 - 09.2025
Data Entry Operator / Customer Service Representative
Convergent
10.2014 - 03.2018
Administrative Assist
Centroplex Auto Recovery
10.2004 - 01.2008
Customer Service Representative
Western Wireless
05.2003 - 05.2004
Customer Service / Consumer Affairs
Provell
11.2000 - 03.2003
GED -
Fox Tech High School
Similar Profiles
Brittani McGreevyBrittani McGreevy
Customer Support Specialist III at Afni Inc, VerizonCustomer Support Specialist III at Afni Inc, Verizon
Shantis SuttleShantis Suttle
Customer Service Representative Team Lead at Afni Inc, VerizonCustomer Service Representative Team Lead at Afni Inc, Verizon
SHAMECCA SMITH-KELLYSHAMECCA SMITH-KELLY
Customer Service Representative at Afni Inc, VerizonCustomer Service Representative at Afni Inc, Verizon
Michelle GarvinMichelle Garvin
Customer Care Representative at Afni Inc, VerizonCustomer Care Representative at Afni Inc, Verizon
Michelle SolisMichelle Solis
Teacher at IDEA Public SchoolsTeacher at IDEA Public Schools