Yailyn Morel
Orange Park,FL
Summary
Focused Customer Service & Technical Support Representative with over 6 years of experience in the retail, healthcare, mortgage, and back-end technology industries. Passionate about providing exceptional service. Known for being organized and a strong team player.
Overview
8
8
years of professional experience
Work History
Customer Experience Agent
Conduent State Healthcare
Remote
02.2024 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated customer complaints and escalated issues to address critical requests.
- Leveraged excellent listening skills to understand each customer's unique situation, resulting in tailored recommendations that met their specific needs.
- Used programs such as MaxAgent, CCM Case Management, OIT, and Connextions to read and confirm customers insurance coverage and applications.
Lock Desk Analyst
Amerant Bank
Remote
05.2021 - 11.2023
- Professionally answered all emails from user concerns or lock/pricing requests and found solutions in a timely manner.
- Set up accounts for all of our new hires and held navigational training.
- Responded to user operational issues with pricing engine.
- Attended weekly team meetings to enhance service knowledge and gain insight into beneficial issue resolution strategies.
- Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction.
Debt Collector
IRC
Remote
01.2019 - 04.2021
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Customer Service Associate
Walmart
Jacksonville, FL
02.2016 - 01.2019
- picking up online orders in store for the customer as well as returns & assisted with customers concerns.
- Trained in the toys, sports, photo center, and electronics section as well. So when they needed assistance in a certain part of the store, I was the dependable team player ready to tackle the day!
Education
Business Administration - Business
Florida Career College - Jacksonville
Jacksonville, FL05.2021
Skills
- Bilingual in Spanish (Fluent)
- MS Outlook, Teams, Excel, PowerPoint proficient
- Communication
- Admin/Tech Support & TroubleShooting
- Quick Learner
- Data Entry
- Office Administration
- Customer Serivce
Languages
Spanish
Native or Bilingual
Timeline
Customer Experience Agent
Conduent State Healthcare
02.2024 - Current
Lock Desk Analyst
Amerant Bank
05.2021 - 11.2023
Debt Collector
IRC
01.2019 - 04.2021
Customer Service Associate
Walmart
02.2016 - 01.2019
Business Administration - Business
Florida Career College - Jacksonville