Summary
Overview
Work History
Education
Skills
Skills
Timeline
Generic

Rosen Morada

Pensacola

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Empathetic Customer Service Specialist known for high productivity and efficient task completion. Skilled in problem-solving, conflict resolution, and time management which enable success in fast-paced environments. Excel at communication, active listening, and empathy to understand customer needs and provide exceptional service.

Overview

18
18
years of professional experience

Work History

Customer Service Specialist

ECUA
Pensacola
03.2024 - Current
  • Assisting customer with their Water, Sewage, Sanitation services. Helping established new services and existing services.
  • Providing information about their billing. Helping with adjustments and payments.

Customer Service Representative/Cashier

Panera
Pensacola
12.2023 - 03.2024
  • Assisting customers with placing orders, processing payments using cash, credit cards or gift cards payment.
  • Maintaining an organized and clean dining room.
  • Servicing drive-thru order taking

Customer Service Representative

IQOR
Crestview
06.2022 - 07.2023
  • Handling over twelve different types of systems each with multiple applications.
  • Answering calls from Verizon's customers, store representatives who wish to port their telephone numbers to Verizon from previous carriers' personal and business accounts.
  • Calling previous carriers, assisting customers obtaining the necessary information to be able to port their phone numbers.
  • Helping customers, store representatives, and porting representatives from other carriers go thru the process of port completion, those porting from Verizon or to Verizon.

Intake Specialist

Levin, Papantonio, Rafferty
Pensacola
09.2021 - 11.2021
  • Calling and receiving calls from Clients. Informing clients of case acceptance, explaining fees and agreement.
  • Maintaining communication with clients via phone, email and text.
  • Sending out Contracts via email, mail, and FedEx.
  • Scanning documents, tracking email, and providing liaison between Clients and attorneys.

Vaccination Administrative Associate

Community Healthcare NW Florida
Pensacola
04.2021 - 09.2021
  • Providing patients with consent forms, and helping the patients fill out the form.
  • Explaining the vaccination process, and the questions on the consent form, assisting patients filling out the consent form.
  • Registering patients by opening new charts, and scanning to the system insurance cards, and photo ID's.
  • Creating spreadsheets of the schedules appointments and walk ins.
  • Maintaining specific documentations of patients on spreadsheets for federal reporting.
  • Maintaining a sanitize environment where the vaccinations were given.
  • Answering inbound calls from patients to setup appointments.
  • Making outbound calls to rescheduled appointments.
  • Using a specific related software to document vaccinations documents trail by indexing.

Customer Service Representative Call Center

Accustaff
Pensacola
11.2019 - 03.2020
  • Worked at Regions Contact Center.
  • Provided assistant to aging population on how to setup online accounts.
  • Explaining policies and procedures of online banking.
  • Provided assistant with accounts details, balances, and transfer of funds.
  • Help customers obtain online banking access to their accounts by resetting online id's and passwords.
  • Assisted customers with reporting lost or stolen credit cards and check cards.
  • Reorder check cards, credit cards, and check books.
  • Provided assistant with disputing fraudulent activities with check cards and ATM failures.
  • Answered transferred calls, which are calls in need of translation.
  • Answered calls with other special assistance, such as hearing and speech impairment.
  • Provided assistance with purchase limit increase through management.

Customer Service Representative Call Center

Alorica
Pensacola
11.2017 - 03.2019
  • Provided customer service support for Comcast accounts via phone contact.
  • Explained detail billing to customers.
  • Took payments and set up postdated payment extension.
  • Open tickets for payment research, account ownership transfer, and name changes.
  • Provided technical support for soft suspended services.
  • Assisted with service changes, and/or adding additional services such as: Cable, Internet, and phone lines.

Customer Service Specialist

CarMax
Pensacola
04.2017 - 06.2017
  • My duties included Selling, and appraising cars for purchasing; marketing and selling the company's service auto plan.
  • Providing excellent customer service to customers regarding vehicle inventory search, making appointments for vehicle maintenance, or vehicle purchase.

Customer Service/Sales Call Center

Alorica
Cutler Bay
01.2017 - 03.2017
  • Working for Alorica at its call center site, my duties were to sale, market, and provide customer service support for all of AT&T services, which included, Cellular services, Internet, and Direct TV.

Appointed Licensed Agent W337009 Call Center

Humana
Miramar
07.2016 - 11.2016
  • Provided enrollment assistant into Medicare Health Plans to beneficiaries aging into Medicare.
  • Assisted with Consultative selling by providing information about Medicare policies and regulations regarding the difference in Insurance plans throughout the 18 States that Humana had appointed me as a Licensed Agent, and with the selling of Commercial Dental & Vision Plans.

Accounting Clerk

Kelly Services
Miami Lakes
05.2016 - 07.2016
  • Working under contract with this temporary agency, my duties were to assist the Accountants reconcile large accounts in accounts receivables, while working at this Insurance company, responsibilities included assisting the Accounting Department archives the 2015 records, and start new files for 2016.

Dispatcher Call Center

Global Insight
Ft. Lauderdale
03.2016 - 05.2016
  • Working with this temporary agency, I worked as a dispatcher for a communications company, Comcast, that provided internet and cable services to its customers.
  • My duties were to dispatch installation technicians to customer's home to provide these services.

Customer Service Specialist Call Center

24/7 in Touch
Clearwater
11.2015 - 03.2016
  • Assisting Customer with tracking their job order with UPS, listen to their complaints and pass information to the appropriate person.
  • Provided client information on store locations.
  • Help customers placed orders.
  • Provided technical support on their personal online account, i.e. changing passwords, and updating personal information.
  • Also, assisting customers with providing credits and refunds.

Cashier

Cabela's
Anchorage
02.2015 - 10.2015
  • Working as a Cabela's ambassador outfitter by assisting customers with superior customer service, and providing the best prices for outdoor gear.
  • Informing Anchorage' visitors where to find hotels, restaurants and places of interest.
  • Processing sales transactions using various methods of payments, (such as credit cards, checks, gifts cards).
  • Working with high volume of cash.
  • Timely cash stripping of cash registers at the end of shift.
  • Marketing and selling Cabela's brand-named credit card 'Club'; and utilizing Club's tools to describe its benefits.
  • Explaining Cabela's Extreme Protection and Service Plans, while marketing the brand, and selling it.
  • Maintaining an organized clean environment at the front-end lanes.
  • Translating company's policies to a diverse clientele, sometimes in Spanish.

Cellular Consultant

BestBuy
Anchorage
04.2013 - 09.2013
  • Assisting customers finding solutions to their electronic devices, such as charging cables, cases, and Bluetooth devices.
  • Assisting customers updating, and making changes to their existing account; or starting new services to their cellular phone.
  • Helping with cashiering duties at the front lines, processing credit cards, cash, and debit card sales transactions.

Cashier Liquor Clerk

Safeway Carr Oaken Keg Liquor Store
Anchorage
09.2012 - 04.2013
  • Processing Inventory of Merchandise.
  • Working with heavy volume of cash.
  • Timely cash stripping of cash registers at the end of shift.
  • Providing fast and accurate customer services while facilitating credit cards, checks, and gift cards sale processing.
  • Assisting with the shelves stocking of liquor products inside the store, and replenishing the freezer.
  • Maintaining a clean and organize store.
  • Responsible for closing the store four times a week.

Cashier (Seasonal)

ToysRUS
Anchorage
11.2011 - 12.2011
  • Assisting customers at Front End registers with Sales transactions.
  • Maintaining a high-volume cash balance in cash drawer.
  • Providing fast and accurate customer services while facilitating credit cards, checks, and gift cards sale processing.
  • Providing assistant with credit card applications and merchandise returns.
  • Timely cash stripping of cash registers at the end of shift.

Cashier (Seasonal)

Home Depot
Anchorage
05.2011 - 09.2011
  • Assisting customers at Front End register with Sales transactions.
  • Also, with units of measurement according to merchandise, while providing fast and accurate customer service.
  • Facilitating credit cards, checks, and gift cards Sales processing.
  • Providing assistance with credit card applications and merchandise returns.
  • Duties included maintaining a high-volume cash balance in a cash drawer.
  • Timely cash stripping of cash registers at the end of shift.

Assistant Controller

Alaska Legal Services
Anchorage
05.2010 - 02.2011
  • Responsible for processing purchase orders.
  • Payment of all vendors invoices through check printing using Solomon accounting system.
  • Processing Vendor's 1099.
  • Reconciliation of Financial reports.
  • Processing bank reconciliation, and making bank deposits.
  • Responsible for Travel Expense Reports and Travel Expense payments.
  • Posting Donations and Legal Research invoicing in Lexus.
  • Responsible for Corporate Officers User's bank accounts updates authorizations.
  • And User ID updates for electronic legal research in Lexus.
  • Writing business letters responding to Vendors' issues, by email, or fax.
  • Opening and maintaining hard copy files for current year.
  • And for Archiving maintenance of prior seven years until disposition of records.

Office Assistant II

State of Alaska/Division of Senior Services
Anchorage
08.2009 - 01.2010
  • Responsible for assisting with the process of the Older Alaska waiver process.
  • Assisting Health Care Managers with receiving, logging, scanning and uploading all legal, medical and personnel documents to a reporting system.
  • Responsible for documents integrity by a process of quality control.
  • Personally, organizing and maintaining all the files A-Z, and maintaining the hard copy files room for the four waivers.
  • Responsible for the archiving of close files to the state archiving system using MS Excel spreadsheets process for document trail.

Business Customer Consultant I/Consumer Tech I

GCI Communications
Anchorage
11.2007 - 04.2009
  • Supporting business accounts by promoting, selling, and providing technical support for long distance services, cellular, wireless, internet, cable and local landline services.
  • Providing assistant with new accounts setup for business customers.
  • Compiling information of the use of the account for reports for long distance codes reports.
  • Assisting with electronic payments, and account navigation, helping customers with billing issues.
  • Providing support at account level, with changes of ownership transfers, changes of addresses and corporate names.
  • Providing support for changes in existing and new services.
  • These duties required heavy detail work, information retrieving and compiling.

Education

Diploma -

Key West High School
Key West, FL

Small Business Accounting -

San Diego Community College
San Diego, CA

Front Desk/Office Automation Certificate -

San Diego Vocational College
San Diego, CA

National Career Ready Silver Certificate -

Life And Variables Annuities Insurance License -

Skills

  • Detail Oriented
  • Skilled with time management
  • Strong Math and Accounting Skills
  • Assertive with emphasis on interpersonal communication
  • Conference setup and group meetings
  • Advance working experience in MS Word
  • MS Excel
  • Proficiency in MS PowerPoint
  • Proficient with Zoom
  • Google Drive
  • Sheets
  • Docs
  • Proficient in Keyboarding
  • Ten Key Calculators
  • Skilled with phone systems
  • Ability to compose business letter
  • Memos
  • Draft statistical reports
  • Working experience with heavy volume data software
  • Hard copy vendor file maintenance
  • Heavy Data Entry

Skills

10 + years' experience providing customer service with direct or phone contact, Excellent account support: i.e. Opening and closing sales order, Requesting repair tickets and closing tickets, Resolving customer's issues in timely manner, especially under high pressure time sensitive situations, Proven ability to handle irate customers with professional grace, Experienced in high volume cash handling, Providing assistant to customers compiling large volume of information and providing reports, Assisting customers with electronic bill payments over the phone, and with direct contact, Experienced applying Company policies to specific situations, explaining policies while providing superior customer service, Detail Oriented, Skilled with time management, Strong Math and Accounting Skills, Assertive with emphasis on interpersonal communication, Conference setup and group meetings, Advance working experience in MS Word, MS Excel, and proficiency in MS PowerPoint, Proficient with Zoom, Google Drive, Sheets, and Docs, Proficient in Keyboarding and Ten Key Calculators, Skilled with phone systems, i.e. Lucent, Merlin, Horizon, PBX, and Avaya, Ability to compose business letter, memos, and draft statistical reports, Working experience with heavy volume data software, Hard copy vendor file maintenance, Heavy Data Entry to include timesheet, sales orders and invoicing

Timeline

Customer Service Specialist

ECUA
03.2024 - Current

Customer Service Representative/Cashier

Panera
12.2023 - 03.2024

Customer Service Representative

IQOR
06.2022 - 07.2023

Intake Specialist

Levin, Papantonio, Rafferty
09.2021 - 11.2021

Vaccination Administrative Associate

Community Healthcare NW Florida
04.2021 - 09.2021

Customer Service Representative Call Center

Accustaff
11.2019 - 03.2020

Customer Service Representative Call Center

Alorica
11.2017 - 03.2019

Customer Service Specialist

CarMax
04.2017 - 06.2017

Customer Service/Sales Call Center

Alorica
01.2017 - 03.2017

Appointed Licensed Agent W337009 Call Center

Humana
07.2016 - 11.2016

Accounting Clerk

Kelly Services
05.2016 - 07.2016

Dispatcher Call Center

Global Insight
03.2016 - 05.2016

Customer Service Specialist Call Center

24/7 in Touch
11.2015 - 03.2016

Cashier

Cabela's
02.2015 - 10.2015

Cellular Consultant

BestBuy
04.2013 - 09.2013

Cashier Liquor Clerk

Safeway Carr Oaken Keg Liquor Store
09.2012 - 04.2013

Cashier (Seasonal)

ToysRUS
11.2011 - 12.2011

Cashier (Seasonal)

Home Depot
05.2011 - 09.2011

Assistant Controller

Alaska Legal Services
05.2010 - 02.2011

Office Assistant II

State of Alaska/Division of Senior Services
08.2009 - 01.2010

Business Customer Consultant I/Consumer Tech I

GCI Communications
11.2007 - 04.2009

Diploma -

Key West High School

Small Business Accounting -

San Diego Community College

Front Desk/Office Automation Certificate -

San Diego Vocational College

National Career Ready Silver Certificate -

Life And Variables Annuities Insurance License -

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Rosen Morada