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Customer Service Sales

Tampa, FL
March 25, 2018

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Ronny J. Morillo

Tampa, FL ***** 813-***-****


Technical Support Analyst

Exceptional leader in problem-solving financial transactions to avert risk and achieve customer satisfaction!

Accomplished financial professional with significant successes in developing and managing strategies to positively impact business growth. Exceptional technical and customer service skills with ability to transition solid leadership experience to new and challenging business environments. Highly organized, results oriented professional well versed in managing complex transactions, providing effective analysis, and ability to balance multiple priorities in high stress, time-pressured scenarios. Performance driven with excellent communication, presentation, analytical and problem resolution skills. Bi-lingual: Advanced Spanish.

Areas of Expertise

Account Management

Strategic Analysis, Planning

Relationship Management

Senior Help Desk Support

Business Development, Sales

Operations Management

Risk Analysis, Fraud Prevention

Revenue Generation Strategies

Research, Analysis

Transaction Solutions

Financial Technology

Customer Service

Professional Experience

JP Morgan & Chase, Tampa, FL

Paymentech Merchant Services Help Desk Sr. Specialist I, September 2016 - Present

Drive highly effective customer support to achieve client financial transactions and resolve sales hardware issues. Analyze and troubleshoot customers’ sales hardware problems and requirements, and program, rebuild and update transaction-related network applications to ensure delivery of services.

Key Accomplishments:

Consistently delivered technical solutions and built and downloaded applications for Verifone and Igenico equipment and terminals.

Broadened company client base by providing bi-lingual services to Spanish speaking merchants and translation for other help desk representatives.

Burberry, Tampa, FL

Sales Assistant, November 2017 – January 2018

Assisted high-end retail clients in purchases while providing exceptional customer service. Served as Client Consultant to help shoppers determine fashion selections for new or existing wardrobes.

Key Accomplishment:

Drove weekly sales increase of 40%, and trained Sales Associates on specialized designer lines.

Liberty Mutual, Tampa, FL

Commercial Claims Representative, July 2011 - January 2012

Oversaw claims filings for customers regarding commercial accounts. Processed nationwide worker compensation claims, and administered claim processing of short term disability, FMLA for case manager, commercial auto, property and general liability claims.

Key Accomplishment:

Provided exceptional customer service while ensuring compliance with insurance state guidelines and regulations.

Bisk Education, Tampa, FL

Enrollment Advisor, September 2009 - May 2010

Guided new and existing students with enrollment process for the Florida Institute of Technology while conducting retention interviews of current students while monitoring and capitalizing upon potential new student enrollments.

Key Accomplishments:

Advised students on financial aid processes, class schedules and degree selection track, and provided on-going support.

Supervised a database of 230 clients to liaise between the university departments and students.

Consistently exceeded student monthly registration quotas.

Verizon Wireless, Tampa, FL

Telesales Representative, January 2008 - September 2009

Presented and recommended wireless solutions and products to customers resulting in achieving and exceeding monthly sales quotas. Assessed client wireless needs and services, and product and cost-effective solutions for monthly service plans, enhanced services, handsets and accessories.

Key Accomplishment:

Consistently excelled in quality assurance checks and sales quotas.

Bank of America, Tampa, FL

Bi-Lingual Senior Customer Service Representative, September 2006 - January 2008

De-escalation line supervisor charged with resolving complex or escalated calls from customers and internal partners. Proactively researched deposits, transactions and disputes by customers and associates to determine problem origin while creating effective solutions.

Key Accomplishments:

Achieved the successful resolution of all customer requests.

Served as Supervisor, Team Lead and Mentor for new associates.

Maintained quality compliance call scores of 98% or above monthly, and achieved a call handle time of 185 seconds or less.

Education & Professional Development

Computer Science, Saint Leo University

Currently pursuing a degree in Computer Science

Specialized Training

Proficient in Windows Software, Excel, knowledge of Python, and JavaScript programming languages

Employee training and quality evaluations

Anti-Money Laundering and Social Engineering Fraud training

Specialized training in banking charge back claims; debit and credit card fraud; Suspicious Activity Reports; and fraudulent business and client practices

Knowledge of handling stocks, bonds, mutual funds, certificate of deposits, ETFs, money market and annuities

Extensive knowledge of retirement plans including, 401k, 403b, IRAs, Roth IRAs, 457 plans, governmental plans and SEP Plans

Trained on production systems including Tandem, CST, Peoplesoft, Vericentre, Voice authorization tool and Vericentre Web Console

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