Summary
Overview
Work History
Education
Skills
Certification
Languages
Licenses
Work Authorization
Personal Information
Timeline
Generic

Victoria Morales

Rochester,MN

Summary

I'm a customer service expert with the ability to prioritize immediate needs and suggest alternative means of solving problems. Excellent responsiveness to requests for service in a fast-paced environment and ability to make effective decisions quickly. I'm comfortable with learning new technologies and adapting familiar innovations to new settings.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Transit Bus Driver/Dispatcher/Supervisor

Transdev (Formerly First Transit)
04.2022 - Current
  • Making scheduled stops to pick up or drop off passengers
  • Collects fares and answers questions about the bus routes
  • Safely transporting passengers in a safe, courteous, and reliable manner throughout the service area
  • Coordinates and dispatches all bus operator assignments for revenue service, special events and emergency response; Checks on and communicates with supervisors regarding stops and zones, terminals and line checks, employee performance and may provide feedback to the Transit Supervisor to assist with performance evaluations; Responsible for complying with all City and departmental work rules, policies, and procedures, as well as DMV and all State and Federal mandates as required
  • Prepares written reports regarding transit operations, accidents, breakdowns, and mechanical defects; Investigates accidents, incidents, disputes, and disturbances, in accordance with policy, and in conjunction with the proper authorities; writes various reports regarding all accidents, incidents, disputes, and disturbances
  • Writes reports regarding service disruptions, security incidents and operator performance/behavior in accordance with policies and procedures
  • Assists in the creation and updating of reference materials for Dispatchers and Operations Supervisors
  • Monitors operator driving skills and work habits
  • Authorizes trips outside of transit services when necessary.

Customer Service Representative

MAXIMUS FEDERAL SERVICE
07.2021 - 04.2022
  • Assisted customers with their travel passes and the mobile app.
  • Review medical documents for accuracy.
  • Respond to emails
  • Provide knowledge support to agents.
  • Search for Doctors to provide their medical opinion on Social Security appeals.
  • Provide virtual instructions for customers who needed to be cleared of COVID-19 in order to travel back to the USA.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Service Representative

Spherion (Maximus Federal)
11.2020 - 07.2021
  • Assist customers with their travel passes
  • Review medical documents
  • Respond to emails
  • Provide knowledge support to agents.

Customer Service Representative

Alorica
04.2020 - 10.2020
  • Answered incoming calls and respond to customer's emails
  • Maintained up-to-date knowledge of product and service changes.
  • Provided product and service information to customers.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Patient Service Representative

Manpower -(Maximus)
03.2019 - 07.2019
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Managed patient registration process, confirming data accuracy and completeness.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Built and maintained positive working relationships with patients and staff.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Answered incoming calls, scheduled appointments and filed medical records.

Customer Service Representative/Dispatcher

ABRA Auto Body & Glass
01.2017 - 02.2019
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Increased sales and customer satisfaction through personalized servicing.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Process warranties.
  • Ordered all materials the technician will need for the following day.
  • Dispatched service orders to technicians .
  • Communicated with drivers and personnel to coordinate timely delivery of goods and services.

Merchandiser

Pan-O-Gold Baking Co.
07.2017 - 04.2018
  • Act as the liaison between customers and the company by addressing customer issues and solving customer problems
  • Collaborate with customers to create attractive sales floor displays and make sure that the product is prominently displayed
  • Monitor customer warehouse inventory levels and submit comprehensive inventory reports each week.
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Updated pricing and signage to complete product displays and educate customers.
  • Monitored inventory levels and kept adequate stock in product displays on sales floor.

Seamstress/Tailor/business Owner

Sew Me Something
12.2012 - 12.2016
  • Operated sewing machines to join, reinforce, or decorate products and performed hand stitching for smaller projects.
  • Inspected finished garments to address flaws and verify adherence to quality standards.
  • Measured and cut fabric for garment construction according to customer specifications.
  • Determined appropriate repair solution based on garment damage to employ proper tools or equipment.
  • Demonstrated proper textile handling and care related to cleaning, pressing and steaming.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Greeted customers entering store and responded promptly to customer needs.
  • Oversaw the daily operations of the business
  • Performed office and management duties
  • Managed marketing, bookkeeping, payroll, and advertising functions
  • Studied the industry market and kept abreast of new trends.

3rd Party Collector

The Affiliated Group
06.2011 - 02.2012
  • Notating accounts and following up with clients regarding their payment plans
  • Planning a course of action to recover outstanding payments
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.

Retention Specialist

EchoStar/Dish Technologies
05.2010 - 06.2011
  • Retaining unhappy customers by offering incentives and selling the value of the service they're receiving
  • Answer incoming calls and respond to customer's emails
  • Established customer retention programs to improve loyalty and increase lifetime value.
  • Developed new strategies for customer retention activities.
  • Sell products and place customer orders in the computer system
  • Identify and escalate issues to supervisors
  • Provide product and service information to customers.

Seamstress

Stitch It
05.2009 - 04.2011
  • Operated sewing machines to join, reinforce, or decorate products and performed hand stitching for smaller projects.
  • Inspected finished garments to address flaws and verify adherence to quality standards.
  • Measured and cut fabric for garment construction according to customer specifications.
  • Determined appropriate repair solution based on garment damage to employ proper tools or equipment.
  • Demonstrated proper textile handling and care related to cleaning, pressing and steaming.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Greeted customers entering store and responded promptly to customer needs.

Education

Certification - Emergency Medical Dispatcher

IAED
Remote
11.2023

Certificate - Freight Broker/ Agent

Texas A & M University
Corpus Christi, TX
09.2020

Certification - Medical Assisting

South Texas Vo-Tech Institute
McAllen, TX
10.2010

Certification - CNA

Southeast Technical College
Red Wing, MN
07.2009

GED -

Hawthorne Adult Literacy Center
Rochester, MN
02.2009

Skills

  • Customer Service
  • Bus Driving
  • Supervising experience
  • Documentation Review
  • Dispatch Communication
  • Map Reading
  • Daily Logs
  • Proficient in Microsoft Office
  • Traffic Laws and Regulations
  • Passenger Transportation
  • GPS Applications

Certification

  • Adult and Pediatric First Aid/CPR/AED 09/2025
  • Commercial Driver's License (CDL), Class B, 04/2024, P (Passenger vehicles)

Languages

Spanish

Licenses

Commercial Driver's License (CDL), Class B, 04/2024, P (Passenger vehicles)

Work Authorization

Authorized to work in the US for any employer

Personal Information

Willing To Relocate: Anywhere

Timeline

Transit Bus Driver/Dispatcher/Supervisor

Transdev (Formerly First Transit)
04.2022 - Current

Customer Service Representative

MAXIMUS FEDERAL SERVICE
07.2021 - 04.2022

Customer Service Representative

Spherion (Maximus Federal)
11.2020 - 07.2021

Customer Service Representative

Alorica
04.2020 - 10.2020

Patient Service Representative

Manpower -(Maximus)
03.2019 - 07.2019

Merchandiser

Pan-O-Gold Baking Co.
07.2017 - 04.2018

Customer Service Representative/Dispatcher

ABRA Auto Body & Glass
01.2017 - 02.2019

Seamstress/Tailor/business Owner

Sew Me Something
12.2012 - 12.2016

3rd Party Collector

The Affiliated Group
06.2011 - 02.2012

Retention Specialist

EchoStar/Dish Technologies
05.2010 - 06.2011

Seamstress

Stitch It
05.2009 - 04.2011

Certification - Emergency Medical Dispatcher

IAED

Certificate - Freight Broker/ Agent

Texas A & M University

Certification - Medical Assisting

South Texas Vo-Tech Institute

Certification - CNA

Southeast Technical College

GED -

Hawthorne Adult Literacy Center

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Victoria Morales