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Customer Service Sales

Columbia, Maryland, United States
January 06, 2018

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Luis Morales

**** ******* ***. *********, ** ****1 503-***-****



Bilingual and award winning sales professional in software sales using technology to create workflow processes to increase customer efficiency and decrease costs. Expert in document management and storage solutions using cloud technology. Excellent customer service skills and cultivating and maintaining customer relationships.


Ability to quickly analyze client needs and create effective customer solutions

Excellent communication, collaboration and business partnering skills

Proven ability to deliver results and projects on time and within budget

Organized, responsible, hard-working and self-motivated

Ability to execute job responsibilities independently and/or as part of a team

Skilled in using database tools like Salesforce, Client/Customer Relationship Management (CRM), Jenark, Yardi, and Social Media Marketing

Certified as an Enterprise Content Management Specialist and in Document Management Systems

Language Skills: proficient in both English and Spanish

Computer Skills: proficient in Word, Excel, PowerPoint, Outlook, Windows NT/XP and latest version, Windows Vista, Google Chrome and Cloud, Dropbox, Netscape

Navigator and Internet Explorer. Working knowledge of Access, Paint, Publisher, and Visio


Nuance Communications Rockville, MD

Solutions Specialist 2013 – 2017

Surpassed sales quotas and qualified for “Presidents Club”

Highly skilled in document capture, document management, output and certified by Nuance as a Storage Solutions AutoStore Certified Administrator (ACA)

Certified by The Global Community of Information Professional (AIIM) for Enterprise Content Management Specialist

Demonstrated team leadership and fostered effective collaboration within the Division

Provide detail oriented, exceptional customer service

oResponsible for customer IT solutions and developing storage solutions strategies for customers through the cloud

oFollow proper final sales procedures: explain all software details to customers, thank them and display appreciation for their business

oEnsure each customer receives outstanding service by providing friendly greetings, listening to and acknowledging customer needs and maintaining solid product knowledge

Build & maintain company client base, promotions, sales enablement tools and organize sales presentations.

oOutbound call support on special projects like webinars and reseller follow ups to engage relationship

oMaintain an awareness of all promotions and Nuance University training tools

oUtilize numerous software solutions Microsoft Excel and Power Point; Salesforce; Prospect Reach and WebEx to track sales and customer needs

Bernstein Management Corp. Washington, DC

Leasing Consultant Specialist 2008 – 2012

Provide exceptional customer service, specifically through phone enquiries: screen and route calls, take messages as appropriate

Create leasing and other company documents including letters for company executives, reports and other high-level personnel: typing 55 WPM

Assist in processing and replenishing merchandise and monitoring our office stock

Participate in year-end inventory, created monthly market surveys, distributed marketing materials, updated weekly vacancy report and established marketing tools

HealthExtras/Catalyst Rx Rockville, MD

Customer Service Specialist 2006 – 2008

Assist both Permanent Total Disability clients for HealthExtras (our parent company) as well assist our Pharmacy Benefit Management clients for Catalyst Rx (a HealthExtras company).

HealthExtras Responsibilities

Responsible for maintaining customer service phone lines for all permanent total disability benefits members. Communicate daily with clients on the phone and via fax

Ensured all credit card changes and updates are captured through proactive customer contact

Performed various call center tasks such as verifying eligibility; updating demographic information; identifying special needs, processing total disability benefit request and coordinating appropriate assistance

Maintained working knowledge of total disability benefit operations, services, and guidelines in order to process all type of permanent total disability benefit requests

Assisted in processing all total disability benefits related paperwork in compliance with departmental procedures & HIPAA

Attended to clients concerns and promptly address any issues and concerns, facilitating satisfactory resolutions

Conservation International Washington, DC

Administrative Service Assistant II (Promoted in 2003) 2003 – 2006

Mailed, received, sorted and distributed mail and packages within established timeframes; maintained reporting logs

Established a working relationship with our most frequently used vendors such as FedEx and UPS

Handled time-sensitive material (confidential and urgent packages)

Processed building meeting and conference room setup and maintenance requests

Monitored and maintained inventory of supplies and consumables

Completed various data entry tasks

Adhered to all applicable Federal, State, Local and Company safety and traffic regulations/policies

Performed other tasks as assigned

Set up of meetings and meeting spaces for staff meetings

Administrative Service Assistant I 2002 - 2003

Performed various administrative support functions for our corporate office

Oversaw the care and maintenance schedules for all of the company’s printing and copying machines

Distributed incoming mail & packages (FEDEX, UPS, etc)

Processed outgoing national and international mail & packages

Distributed inter-office mail

Ordered supplies for our production/mailroom area (postage, toner, paper)

Assisted with facilities related duties (office/work station moves, work order requests)

Copied/bound client materials, i.e. Proposals, presentations & benefit calculations

Assisted with mass mailings


Montgomery College Rockville, MD

Pursuing an AA in Business Administration Present

Montgomery County Board of Education Rockville, MD

High School GED 2000


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