Customer Support Service
Resume:
Haymel Morales
CUSTOMER CARE REPRESENTATIVE I (BILINGUAL)
PROFESSIONAL SUMMARY
Experienced customer service professional with extensive experience in providing exceptional customer service and support. Proficient in understanding and addressing diverse customer needs, and I excel in resolving inquires promptly and cultivating positive relationships.
CONTACT
*********@*****.***
Lancaster, PA 17601
EXPERIENCE
CUSTOMER CARE REPRESENTATIVE I (BILINGUAL)
UGI Utilities Inc.
Denver, PA I December 2024 – Present
Experience with successfully working in a fast-paced call center environment with 760,000 customers in 46 counties in Pennsylvania and Maryland.
Handle customer calls in a timely and professional manner, following company provided procedures ensuring accurate information is being provided to the customers while adhering to PUC (Public Utility Commission) rules and regulations.
Process new service applications and/or handle collection calls depending on the business needs.
Answer gas and electric emergency calls, service calls, billing calls, high bill complaints, and adjustment related questions.
Refer customers to assistance programs when appropriate (CAP, Operation Share, LIURP).
Assist with floor training and or shadowing when necessary.
CLERICAL SPECIALIST - OFFICE SUPPORT II
Lancaster County Behavioral Health & Developmental Services I Lancaster, PA. I March 2024 – December 2024
Conducts audits reviews of electric health records stored within the CARES database for quality and accuracy.
Perform data entry duties in CARES and (HCSIS) state databases.
Process record openings, closings, and transfers received in CARES and State databases. This includes requests from providers and other county agencies.
Accurately type letters, memos, reports, spreadsheets, and creation of other documentation as needed.
Assist support coordinators with creating and mailing out correspondence to Consumers and Providers.
Greeting and interactions with visitors, maintaining sign-in sheet, announcing arrival of visitors to appropriate staff, observation of the waiting room which may include notification of Sheriff’s Police as needed.
Operate administrative activities involved with BHDS -Answering and screening phone calls, directing calls to the appropriate staff, message taking and delivering.
Interact with departmental staff, other agencies and community partners.
Manage inventory for office supplies and perform weekly supply audits.
Carry out mail duties that include processing incoming/outgoing US Mail and interoffice courier mail.
Help with reserving meeting rooms.
Maintain a working relationship with consumers and providers.
Adhere to all HIPAA regulations and information security policies.
Provide coverage of job duties assigned to other clerical specialists.
SR. TECH HR DATA QUALITY- HRIS SPECIALIST
Gulfstream Aerospace I Savannah, GA I May 2004 – Dec 2023
Experience with successfully working in a fast-paced environment/company with 19,000+ employees. Primary point of contact of the HR Data Center and expert subject matter of system’s data integrity, support and employee records.
Served as the primary point of contact between employees and management, facilitating effective communication channels and ensuring timely resolution of inquiries and concerns.
Supports HR through problem solving, data packages/reports and reviews technical data to ensure legibility, verified accuracy and completeness to proper format and procedures.
Provide first level contact and convey resolutions to employees.
Maintain confidentiality and manage confidential information daily.
Track, route and redirect problems as necessary.
Utilizing an understanding of technical data to ensure proper recording of issues, documentation of resolutions/actions, and closure.
Responsible for updating the Learning Navigator system; creating new classes based on master event schedule, event attendance and completion status. As well as creating new instructors and giving them credit for the classes.
Developed a training guide for new/current PeopleSoft users with more than 30 standing operation procedures.
Provide exceptional customer service, with strong written and verbal communication with relevant feedback to the team and management.
Execute operational transactional processes in support of established HR procedures.
Maintain and grow knowledge of HR procedures, products, and services.
Under direction, diagnose and resolve inquires, or escalate unresolved questions/issues to the next level of support to ensure completion of activities within established schedules.
Adaptable to learn new skills, promptly, comfort with learning/leveraging new technology to apply to specifics tasks.
Ensure proper recording of issues, documentation of resolutions/actions, and closure in adherence to the data center.
Assist and conduct functional testing for PeopleSoft’s Job Data Transactions to support multiple PeopleSoft implementations in testing and production environment.
Performed data entry tasks within multiple HR Databases while maintaining the highest level of data integrity and accuracy.
Works cross-functionally to collaborate across departments and teams; strong team-building skills.
Recommend procedure modifications or improvements with problem-solving abilities, backed by good judgement and attention to detail.
Assisted with maintaining the accuracy and integrity of filling systems and data entry task manually.
Input Employees, personal and job-related information into the HRIS database.
Interact with multiple areas of the organization and respond in a professional timely manner to requests, reports, metrics, and information.
Maintain employee’s documentation in a confidential manner.
Process data input and paperwork for all direct employee’s terminations.
Provide training on enterprise HR data entry and maintenance practices to HR personnel.
Review documentation for completeness, accuracy and standardization before updating systems to ensure data integrity and compliance with FAA and other regulatory or corporate requirements.
Assist in conducting audits to ensure compliance with KPMG auditors.
Submit corrections requests to General Dynamics fidelity/Hewitt to correct/update employee record.
Support manager with HR functions as needed.
EDUCATION
J.P. McCaskey High School
1993-1997
LANGUAGUES
Spanish – Fluently
English - Fluently
References
Availbale upon request
SKILLS/Experience
Residential Community Administrative
Call Center
Customer Service Proficiencies
Data Analysis
Exceptional Time Management
Multitask
Organizational
Problem Solving
Punctuality
Team Building
TECHNICAL SKILLS
Data Quality Assurance
HR Employee Record Management
HRIS/ PeopleSoft
Kofax
Learning Navigator Systems
Livelink
Lotus Notes
Microsoft Access
Microsoft Excell
Microsoft Outlook
Microsoft Word
Oracle PeopleSoft Applications
Power Point
SharePoint
Talent Navigator
SAP CRM Interaction Center (FIORI)
HCSIS (Home Community Services Information System)
CARES both used for clinical reports/records.
Qualification Summary
Self-motivated professional able to work in fast-paced environments that demand strong analytical skills, administrative, organizational, technical, and interpersonal skills. Trustworthy, ethical, and discrete. Detail-oriented and resourceful in completing projects; able to multi-task efficiently. Skilled in auditing, analyzing data, committed to exceptional customer service and business process improvements. A quick learner who puts forth pride and integrity into all levels of my work.
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