Serena Morales
San Antonio,TX
Summary
A motivated young colleague that is an organized and dependable candidate that is successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Willing to seek and maintain position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Telephone Customer Service Representative
Frost Bank
San Antonio, TX
07.2024 - Current
- Improved overall call center metrics by maintaining low average hold times and high first-call resolution rates.
- Managed high-stress situations calmly, demonstrating empathy while working towards mutually beneficial resolutions for both the company and the customer.
- Maintained comprehensive knowledge of products and services, ensuring accurate information delivery to customers.
- Consistently met or exceeded quality assurance standards through attention to detail when documenting call notes or updating account information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Fraud Specialist
JPMorgan Chase
05.2023 - 05.2024
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Developed and implemented procedures to detect and prevent fraud.
Cashier
HEB Grocery Store
05.2020 - 02.2022
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
Education
High School Diploma -
Karen Wagner High School
San Antonio, TX05.2021
Skills
- Escalation handling
- Customer support
- Teamwork and collaboration
- Time management
- Multitasking
- Computer skills
Timeline
Telephone Customer Service Representative
Frost Bank
07.2024 - Current
Fraud Specialist
JPMorgan Chase
05.2023 - 05.2024
Cashier
HEB Grocery Store
05.2020 - 02.2022
High School Diploma -
Karen Wagner High School