Cecilia Morales

Cecilia Morales CM Call Representative Experienced call center representative for 3+ years of providing excellent customer service skills in handling calls. To seek and Contact 59835, Jacona, Michoacán Mexico - cecilia.morales432101@g mail.com Skills maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated. Work History 2022-12 - QA Manager 2023-01 Alliance Health , Kendell, Florida Monitored staff organization and suggested improvements to daily functionality. ADP Inspected all Agent's calls and progress Google Sheets throughout shifts. Report Preparation Reported poor customer service, incorrect Record Data/ Review Data shift leads and supervisor. information, no authorization for payment, ect. To Monitored call quality and provided individual Call Tracking Metrics constructive feedback to enhance performance Monitoring Calls and address areas in need of improvement. Sent daily report to supervisor. GoMeyra Updated daily reports on Google sheets of all Agents calls and write ups. Excellent Communication Planning and Coordination Multitasking Abilities 2021-08 - Call Center Representative 2022-12 Alliance Health , Kendell, Florida Delivered exceptional customer service to every Organization and Time customer by leveraging extensive knowledge of Management products and services and creating welcoming, Teamwork and Collaboration Critical Thinking positive experiences. stay up to date with new protocol and service offerings. Good Telephone Etiquette Leveraged scripts and other resources to answer questions and direct to appropriate resources. Gathering information Answered inbound customer service calls to assist with questions, concerns or problems. Answering questions Developed and updated databases to handle Customer support Verbal and written communication customer data and follow ups on possible leads. 2018-04 - Call Center Representative 2021-05 Legal Shield , Tulsa, Oklahoma Inbound phone calls Answer incoming calls and provide a legal plan to help with clients legal services. Call center operations Educated customers on the company and what they offer and the service options, Cost of legal Languages services. Processed debit and credit card payments. English Educated customers about billing, payment processing and support policies and procedures. Bilingual or Proficient (C2) Responded to customer calls and emails to Spanish answer questions about their legal plan, any Issues and services they need assistance with. Bilingual or Proficient (C2) Developed and updated databases to handle customer data and do follow ups on possible leads. Education High School Diploma West Mesa High School - Albuquerque, NM