Joel Morales Ramirez

Joel Morales RESUME PERSONAL INFORMATION Full name Joel Javier Morales Ramírez Nationality Costarican Phone number - E-mail-EDUCATION High school diploma. CISCO first module completed at Sykes Academy. Informatics engineering at Castro-Carazo University (on going). EMPLOYER Sykes, September 2014 - February 2015 Position: Costumer Service Representative for AT&T Achievements: Good metrics, surpassing the costumer satisfaction with the representative, the total resolution and the willingness to recommend the company. At least one positive escalation every month. Equifax, December 2015 - January 2018. Position: Mortgage Investigator Specialist. Achievements: Good metrics, surpassing the costumer satisfaction with the representative, Top Performer on the month of May 2016. Creator of Excel’s tracker and manual for team’s new system. 5CA, April 2018 - January 2019. Position: Agent - Senior agent. Achievements: Good metrics and costumer satisfaction. Quick growth granted promotion to Senior Agent. Participation on new initiatives for the projects as well as directing meetings for new updates y procedures. Reliable for completing tasks about quality control, team management and improvement as well as escalations of higher dificulty situations.