Santos Morales IV
Clarksville,TN
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Customer Success Specialist
Pager
Franklin, TN
11.2023 - Current
- Answered inbound calls, chats and emails to facilitate customer service.
- Diagnosed and addressed problems with installed equipment.
- Provided customer support and troubleshooting to ensure successful product implementation.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Collaborated with sales team to understand customer requirements, boost product sales and provide sales support.
- Mentored new employees on procedures and policies to maximize team performance.
- Responded promptly to all incoming inquiries from clients regarding product information or support requests.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided training and product support for other members of sales team.
- Resolved customer inquiries in a timely manner while maintaining an exceptional level of service.
- Identified areas for improvement in existing products and services based on customer feedback.
- Offered technical and non-technical support and services to clients and staff regarding product use, operation and maintenance.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Completed day-to-day duties accurately and efficiently.
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
Configuration Management Specialist
Onlife Health
Franklin, TN
04.2020 - 11.2023
- Performed troubleshooting of post-release software faults to support live service and installed software patch design.
- Recommended strategies to maximize performance and lifespan of equipment involved in software installations.
- Reviewed change control requests to determine impacts of proposed changes on existing systems.
- Coordinated testing and validation procedures through software development lifecycle.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Coordinated installation of software systems and collaborated with user experience team on design and implementation of new features.
- Researched new technologies related to configuration management processes in order to improve efficiency.
- Provided technical guidance and support for configuration management activities within the organization.
- Wrote user manuals and other documentation for roll-out in customer training sessions.
- Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
- Coordinated system installations, testing and code corrections.
- Conferred with project managers and other stakeholders to fully understand software design specifications and plan optimal development approaches.
- Collaborated with other IT teams to ensure successful integration between different systems and applications.
- Identified opportunities for process improvements to decrease in support calls.
- Reviewed project requirements to identify customer expectations and resources needed to meet goals.
- Created scripts for automated deployment of applications and services on multiple platforms.
- Managed user accounts, permissions, access controls, authentication protocols, and encryption methods.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Prioritized and organized tasks to efficiently accomplish service goals.
Member Support Specialist
Onlife Health
Brentwood, TN
07.2018 - 04.2020
- Received calls, emails, and voicemails along with sending calls emails and voicemails to our members of specific insurance groups to help troubleshoot with our online service we provided along with our mobile app.
- Managed member databases by updating account information as needed.
- Assisted members with navigating the website, locating products, and troubleshooting issues.
- Developed strategies to improve customer satisfaction metrics across multiple channels.
- Conducted research into potential solutions for member inquiries not covered by existing protocols.
- Enhanced member relationships by providing excellent service during each interaction.
- Facilitated communication between departments to ensure quality service delivery to members.
- Leveraged software and systems to research and resolve member inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Monitored incoming emails, chats, voicemails, and other forms of communication from members seeking assistance or guidance.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
Food Service Worker
Panera Bread
Clarksville, TN
01.2018 - 07.2018
- Assisted with unloading deliveries from suppliers into storage areas.
- Mopped floors and cleaned walk-in refrigerators and storage areas to maintain hygienic, sanitized work area.
- Followed established cash handling procedures when collecting payment from customers.
- Prevented spoilage and cross-contamination by storing food in designated containers and storage areas.
- Cleaned kitchen areas, equipment and utensils.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
- Maintained order and cleanliness of work areas to conform with health codes.
- Followed food safety regulations pertaining to sanitation, food handling and storage.
- Utilized point-of-sale systems for taking orders from customers.
- Maintained professional demeanor during interactions with customers and co-workers.
Pizza Delivery Driver
Woody's Pizza & Hoagies
Woodlawn, TN
10.2017 - 01.2018
- Delivered pizzas, cleaned kitchen and made pizzas.
- Ascertained which routes would provide fastest access to customer sites, allotting for various factors such as weather and road conditions.
- Kept accurate logs of all deliveries and trips.
- Delivered pizza to customers in a timely manner while adhering to traffic laws.
- Reviewed orders before and after delivery to verify completeness, correct charges and customer satisfaction.
Laborer
Jack Handley Construction
San Luis Obispo, CA
05.2016 - 10.2017
- Inspected work areas for safety issues before beginning any task.
- Coordinated with other workers onsite to ensure efficient completion of tasks.
- Assisted in the preparation of construction sites by clearing debris, leveling ground and erecting scaffolding.
- Cleaned job sites daily removing debris, dirt and hazardous materials safely.
- Met company and OSHA safety guidelines for work site operations to minimize worker risk.
- Ensured compliance with local codes regarding building regulations.
- Loaded or unloaded building materials to distribute machinery or tools.
- Performed demanding physical work over extended periods and modeled positive attitude.
- Used picks and shovels to dig, spread and level dirt and gravel.
- Utilized power tools such as saws, drills and sanders when necessary on projects.
- Gained independent working skills and guided and mentored less experienced team members.
- Transported materials from one site location to another using trucks or trailers.
- Used wheelbarrow to move debris and material to designated areas on jobsite.
- Cleaned or prepared construction sites to eliminate hazards.
Food Service Worker
ObispoHandleyPanera Bread of Johnson City Tennessee
Johnson City, TN
02.2016 - 05.2016
- Assisted with unloading deliveries from suppliers into storage areas.
- Mopped floors and cleaned walk-in refrigerators and storage areas to maintain hygienic, sanitized work area.
- Followed established cash handling procedures when collecting payment from customers.
- Prevented spoilage and cross-contamination by storing food in designated containers and storage areas.
- Followed staff performance and service standards to deliver consistent and positive customer experiences.
- Rotated inventory to reduce waste and optimize freshness.
- Welcomed and thanked guests to demonstrate appreciation for patronage.
- Maintained cleanliness standards for all service areas including dining room, kitchen and storage areas.
- Prepared variety of foods according to exact instructions and recipe specifications.
- Responded promptly to customer inquiries regarding menu items or special requests.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Utilized point-of-sale systems for taking orders from customers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Recognized by management for providing exceptional customer service.
Customer Sales Representative
Uhaul Moving and storage
Johnson City, TN
09.2015 - 02.2016
- Cleaned company trucks, Made reservations for rental vehicles through the phone and in person.
- Answered customer inquiries and provided accurate information regarding products and services.
- Collected deposits or payments and arranged for billing.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Updated databases with new and modified customer data.
- Promoted available products and services to customers during service, account management and order calls.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Took special orders in person and over telephone, generating additional revenue every month.
- Supported sales team members to drive growth and development.
- Mentored junior team members and managed employee relationships.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Answered inbound calls, chats and emails to facilitate customer service.
- Maintained updated knowledge through continuing education and advanced training.
Education
Diploma -
Northwest High school
05.2014
Some College (No Degree) - Biology
East Tennessee State University
Johnson City, TNSkills
- Customer Support
- Customer Service
- Call Center
- Software Testing and Validation
- Teamwork and Collaboration
- Cross-Functional Collaboration
- New Feature Development
- Stakeholder Management
- Software Development Tools: JIRA, Confluence
- Process Improvement
- JIRA
- Configuration Management
Timeline
Customer Success Specialist
Pager
11.2023 - Current
Configuration Management Specialist
Onlife Health
04.2020 - 11.2023
Member Support Specialist
Onlife Health
07.2018 - 04.2020
Food Service Worker
Panera Bread
01.2018 - 07.2018
Pizza Delivery Driver
Woody's Pizza & Hoagies
10.2017 - 01.2018
Laborer
Jack Handley Construction
05.2016 - 10.2017
Food Service Worker
ObispoHandleyPanera Bread of Johnson City Tennessee
02.2016 - 05.2016
Customer Sales Representative
Uhaul Moving and storage
09.2015 - 02.2016
Diploma -
Northwest High school
Some College (No Degree) - Biology
East Tennessee State University
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