Summary
Overview
Work History
Education
Skills
Timeline
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Olga Morales

Chicago,IL

Summary

Accomplished Customer Experience Manager at Pangea Money Transfer, adept in Zendesk and cross-functional collaboration. Spearheaded service enhancements, achieving significant cost savings and customer satisfaction. Excelled in bilingual customer care, blending organizational skills with effective problem-solving. Proven track record in driving quality and performance improvements.

Overview

10
10
years of professional experience

Work History

Customer Experience Manager

Pangea Money Transfer
Chicago, USA
05.2018 - Current
  • Provide leadership, direction, and guidance to maintain the overall performance of the department and teams.
  • Maintain and improve contact center operations by performance monitoring, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, and managing the training and quality assurance programs.
  • Plan, control, and manage changes to services, policies, procedures, and resources to positively and flexibly meet business needs.
  • Standardize and create policies and procedures to provide world-class customer service to our global customer base, including a robust quality assurance program, an enhanced recruiting and training program, and restructuring the internal ticketing system to provide a smoother user experience.
  • Meet service level agreements month over month, and continuously evaluate the quality and performance trends of third-party resources, and provide or arrange necessary training.
  • Continuously working with cross-functional teams to automate and create efficient processes and controls.
  • Managed time effectively to ensure tasks were prioritized, completed on schedule, and deadlines were met to efficiently accomplish service goals.
  • Achieved cost-savings by developing functional solutions to problems.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Developed and implemented product enhancements to enhance and streamline good customer service.
  • Developed customer service policies and procedures to ensure a consistent and positive experience.
  • Developed and implemented customer service policies and procedures to ensure a consistent and high-quality customer experience.
  • Monitored customer service performance metrics and created reports for senior management review.
  • Designed strategies for resolving common complaints from customers quickly and efficiently.

Bilingual Customer Care Specialist

Pangea Money Transfer
Chicago, USA
10.2014 - 05.2018
  • Effectively manage 20-30 phone calls per hour related to international money transfers, assuring all phone calls are satisfactorily resolved
  • Answer customer questions or concerns related to money transfers and assisted them in utilizing the phone application
  • Assist compliance department in investigating and researching suspicious money transfer activity
  • Respond to customer inquiries through social media pages such as Facebook and Twitter
  • Generate social media posts in English and Spanish
  • Utilize public speaking, organizational, and communication skills to prepare reports and presentations

Education

Bachelor of Science Degree - Marketing Major

Illinois State University College of Business
Normal, IL
12.2013

Skills

  • Proficient in Zendesk, JIRA, Mixpanel, and Aircall
  • Cross-functional collaboration
  • Vendor management
  • Customer retention strategies

Timeline

Customer Experience Manager

Pangea Money Transfer
05.2018 - Current

Bilingual Customer Care Specialist

Pangea Money Transfer
10.2014 - 05.2018

Bachelor of Science Degree - Marketing Major

Illinois State University College of Business

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Olga Morales