Summary
Overview
Work History
Education
Skills
Timeline
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Salvador Morales

Massapequa,NY

Summary

Dynamic and results-driven Customer Service and Technical Support professional with 20+ years of experience. Expert in troubleshooting, quality assurance, and customer satisfaction across the telecommunications and healthcare industries. Proven leader with a consistent record of mentoring teams, optimizing service delivery, and driving measurable improvements.

Overview

15
15
years of professional experience

Work History

Customer Service Specialist

GEICO
09.2024 - Current
  • Delivered exceptional service across phone and digital channels.
  • Resolved complex policy and billing inquiries efficiently.
  • Assisted customers with policy changes and claims support.
  • Utilized Salesforce to manage profiles and case notes.
  • Achieved high customer satisfaction scores through empathetic support.

Video and Internet Specialist

Charter Communications - Spectrum
01.2021 - Current
  • Diagnosed and resolved technical issues with internet/video services.
  • Installed equipment, maintaining a high installation success rate.
  • Improved service reliability via advanced signal analysis.
  • Documented all service interactions in internal systems.

Assistant Manager

American Medical Alert Corporation/Tunstall
01.2015 - 12.2020
  • Led daily contact center operations, improving efficiency by 15%.
  • Trained and supervised staff to ensure top-tier support delivery.
  • Implemented QA measures that boosted performance metrics.
  • Fostered a collaborative team culture focused on results.

Supervisor

American Medical Alert Corporation/Tunstall
08.2012 - 09.2015
  • Supervised hospital agent team operations and performance.
  • Conducted performance evaluations and guided staff development.
  • Resolved escalated service issues swiftly and effectively.

Customer Service Rep

American Medical Alert/Tunstall
05.2010 - 08.2012
  • Scheduled appointments and documented customer records.
  • Verified insurance details and coordinated emergency responses.
  • Maintained low call handling times while ensuring high satisfaction.

Education

Audio Engineering -

Institute of Audio Research
New York City

GED - undefined

New York City

Skills

  • Windows
  • QuadraMed
  • Unity
  • MS Word
  • PowerPoint
  • Excel
  • Salesforce
  • Epic
  • Avaya
  • Five9
  • CSG
  • Typing
  • Payroll
  • Hospital Experience
  • Customer Service
  • Leadership
  • Quality Assurance
  • Supervising
  • Customer service
  • Customer relations
  • Call center experience

Timeline

Customer Service Specialist

GEICO
09.2024 - Current

Video and Internet Specialist

Charter Communications - Spectrum
01.2021 - Current

Assistant Manager

American Medical Alert Corporation/Tunstall
01.2015 - 12.2020

Supervisor

American Medical Alert Corporation/Tunstall
08.2012 - 09.2015

Customer Service Rep

American Medical Alert/Tunstall
05.2010 - 08.2012

GED - undefined

Audio Engineering -

Institute of Audio Research

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Salvador Morales