Sarina Morales
Morgan City,LA
Summary
Proven leader in customer service and problem resolution, adept at improving customer satisfaction and streamlining processes. At TTEC Services/Bank of America, enhanced complaint handling efficiency and account updating, leveraging skills in Microsoft Excel and critical thinking. Demonstrated ability to develop creative solutions, significantly impacting customer experience and operational success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
TTEC Services/Bank of America
Greenwood, CO
08.2020 - 05.2024
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Sought ways to improve processes and services provided.
- Assisted with account issues such as missing deposits, balance inquires, and fraud issues
- Filled out complaint trackers to assist with improvement of Customer Service
Rescue Volunteer
Advocate + Rescue for Companion Animals
Morgan City, LA
01.2016 - 01.2024
- Responded to emergency calls and provided medical assistance to injured animals.
- Cleaned indoor and outdoor enclosures to prevent injury to animals, promote physical comfort, and facilitate sanitation and servicing.
- Assisted in rescues to treat sick, injured, and orphaned animals.
- Administered medications and syringed and bottle fed infant animals to promote health and healing with goal of finding new homes.
- Assisted with collecting donations and keeping track of expenses within the rescue.
- Reach out to possible donors to help with expenses in the rescue.
- Help plan and set up events to help with collecting donations.
- Using online services in order to assist people in need of help with their animals.
- Assisting with the capturing wild cats in order to be spayed or neutered for TNR.
- Keeping lists to help keep track of people interested in adopting, needing assistance with their animals, and whose already adopted.
Tourism Manager
Cajun Coast Visiting Center
Morgan City, LA
06.2017 - 03.2020
- Trained apprentice guides to educate on information to present to tourists and travelers.
- Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
- Provided information on various sites throughout area, relaying little-known stories to provide interest.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Trained and supervised staff to consistently meet performance goals and customer service standards.
- Created and maintained detailed reports of daily, weekly and monthly operations.
- Organized and oversaw special events such as birthday parties, tournaments and team-building activities.
- Proven ability to develop and implement creative solutions to complex problems.
- Self-motivated, with a strong sense of personal responsibility.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed partnerships with external vendors and suppliers to obtain quality products and services.
Education
Exotic Wildlife Veterinarian
Louisiana State University And A&M College
Baton Rouge, LAHigh School Diploma -
Morgan City High School
Morgan City, LA05.2012
Skills
- Complaint resolution
- Account updating
- Product and service solutions
- Receiving support
- Complaint Handling
- Reading Comprehension
- Customer Service
- Microsoft PowerPoint
- Call Center Operations
- Payment Processing
- Technical Support
- Problem Resolution
- Money handling abilities
- Call center experience
- Spreadsheets
- Microsoft Excel
- Critical Thinking
- Dispute Resolution
Timeline
Customer Service Representative
TTEC Services/Bank of America
08.2020 - 05.2024
Tourism Manager
Cajun Coast Visiting Center
06.2017 - 03.2020
Rescue Volunteer
Advocate + Rescue for Companion Animals
01.2016 - 01.2024
Exotic Wildlife Veterinarian
Louisiana State University And A&M College
High School Diploma -
Morgan City High School
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