Rene Morales
Retirement Representative
Glendora,CA
Summary
Knowledgeable and dedicated customer service professional with 6 years of experience in the retail and financial services industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport and simplifying different financial topics with clients . Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Retirement Representative
Empower Retirement
09.2023 - Current
- Educated participants on account information, plan benefits, plan resources, and tools . Always providing high level of customer service and meeting monthly quality goals and following call center procedure
- Assisted 40 to 60 participants daily in processing loans , withdrawals, website login issues, and account changes such as changes to contributions, personal information, and banking information
- Collaborated with various departments to resolve more complex problems and gather necessary information for participants in order to maintain customer satisfaction.
Customer Service Professional
American International Group Inc
11.2020 - 05.2022
- Answered over 35 calls per shift to meet fast-paced call center standards while answering customer inquiries with high accuracy.
- Adhered to company policies and scripts to consistently achieve call time and quality standards maintaining average monthly 93 to 95% quality score.
- Documented and detailed calls and complaints using call center's CRM database.
- Collaborated with other employees to help train 4 new hire classes on company policies and procedures. Helping to prepare them to take live calls on there own.
Retail Service Representative
Walmart
10.2019 - 05.2020
- Processed about 50 to 80 transactions daily via credit, debit, and EBT using POS system
- Collaborated with other retail representatives daily to boost sales by enhancing product presentations and to ensure store cleanliness.
- Assisted customers daily by locating products and checking store systems for merchandise at other stores.
- Educated customers on daily promotions and used upselling strategies to exceed weekly credit goals
- Upsold and cross-sold customers on available products and services, consistently exceeding sales targets with proactive strategies
Education
Bachelor of Arts - Finance
California State University - Northridge
Northridge, CA 08.2018 - 08.2020
Associate of Arts - Business Administration
Pasadena City College
Pasadena, CA 05.2014 - 05.2018
Skills
Microsoft Office
Retirement plans
POS Systems
Sales
CRM Systems
Timeline
Retirement Representative
Empower Retirement
09.2023 - Current
Customer Service Professional
American International Group Inc
11.2020 - 05.2022
Retail Service Representative
Walmart
10.2019 - 05.2020
Bachelor of Arts - Finance
California State University - Northridge
08.2018 - 08.2020
Associate of Arts - Business Administration
Pasadena City College
05.2014 - 05.2018