Customer Experience Service
Resume:
Melissa Morales
San Antonio, TX ***53
*********@******.***
SKILLS
Problem analysis and problem solving.
Customer focused.
Knowledgeable in Microsoft Office Suite
Proficient in multitasking through various databases.
Demonstrates integrity and builds trust with others.
A team player who enjoys a work environment that provides challenge and growth.
Adaptability to work under pressure.
EXPERIENCE
Wells Fargo Bank, San Antonio, TX - Associate Customer Success Representative
August 2023 - present
Support customers and resolve moderate to complex inquiries or issues regarding financial products and services via phone.
Perform routine tasks such as answering inquiries, resolving problems, and providing a best-in-class customer experience while adhered to work guidelines, policies. Express empathy when helping customers.
Assist customers on the phone for long stretches of time in a fast-paced environment where there is a high volume of calls.
Navigate multiple computer systems while researching customer needs. Offer solutions while communicate effectively and accurately when delivering information to the customer.
Chicago Bagel and Deli - bakery counter help
August 2021 - August 2022
Created a welcoming and positive customer experience at the bakery counter. Greeted customers, provided advice, took orders, and packaged baked goods. Assisted with cleaning, sanitation, and kitchen maintenance; stocked shelves with kitchen items and condiments.
Adhered to food safety standards and cleaned the kitchen after business hours and prepared it for the next day.
Charter Communications - Collections Representative August 2020- August 2021
Actively and consistently supported all efforts to simplify and enhance the customer experience.
Researched accounts with debt and communicated with customers via phone. Maintained thorough knowledge of all current federal, state and local regulations as well as internal policies.
Contacted customers by phone in an attempt to collect debt. Demonstrated friendliness and professionalism when dealing with customers. Answered inquiries for customers calling in regarding their unpaid debt. Humana Military - Billing and Enrollment Specialist I July 2019 - August 2020
Contracted by TRICARE East region to take inbound calls from military members. Assisted with questions regarding billing and enrollment. Addressed customer needs which included complex enrollment questions, resolve billing issues, and educated members about different coverage plans. Responsible for the accurate enrollment and billing process of TRICARE. Processed payments for premiums due and resolved billing discrepancies. Navigated various military systems and applications. Provided excellent customer service in a busy, metric-driven call center environment. EDUCATION
University of the Incarnate Word- working on a Business Management degree
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