Itxelt Morales
Bakersfield
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.
Overview
2
2
years of professional experience
Work History
Front Desk Receptionist
Check Into Cash
09.2024 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Completed data entry and filing to keep records updated for easy retrieval.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Tax Prep Services
- Transaction Processing: Cashing checks, issuing payday loans, selling money orders, processing bill payments
- Compliance Checks: Verifying customer identification, following anti money laundering regulations
- Cash Handling: Accurately counting and balancing cash drawer, making deposits
- Paperwork Management: Completing loan applications, maintaining customer records and updating when needed, filing necessary documents
Customer Service Manager
Vallarta Supermarket
07.2023 - Current
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Monitored phone calls to provide feedback and coaching.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Evaluated and authenticated returns, exchanges and voids.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Explained benefits, features, and recommendations to maximize client retention.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Recruited and trained new employees to meet job requirements.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Phlebotomist
Clinical Training Institute
11.2022 - 11.2023
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Centrifuged blood samples as outlined in clinical protocols.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Conducted venipuncture and other CT procedures.
- Participated in cross-training initiatives, bolstering the overall skill set of the team and promoting a collaborative work environment.
- Monitored patients for adverse reactions post-venipuncture, ready to provide immediate care if needed.
- Enhanced patient experience by performing blood draws quickly and efficiently.
- Identified veins suitable for venipuncture with precision, minimizing discomfort for patients.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
- Verified patients' identification for proper sample collection.
- Drew blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
- Performed venipunctures, finger sticks and heel sticks for both adult and pediatric patients.
Cashier
Vallarta Supermarket
07.2023 - 08.2023
- Stocked shelves with merchandise when needed.
- Resolved customer complaints professionally in accordance with company policy.
- Ensured compliance with all safety regulations within the store environment.
- Greeted customers and answered any questions they had about the store's products and services.
- Issued receipts, refunds, credits or change due to customers.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Conducted price checks for special orders or discounts as requested by customers.
- Followed company security procedures for handling large sums of money.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Balanced daily transactions on a computerized point-of-sale system.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
Education
Some College (No Degree) - Health Sciences
Bakersfield College
Bakersfield, CALicense - Phlebotomy
Clinical Training Institute
Bakersfield, CA09-2023
High School Diploma -
Golden Valley High School
Bakersfield, CA05-2021
Skills
- Training and mentoring
- Service Delivery Optimization
- Report Preparation
- One Call Resolution
- Call Monitoring
- Schedule Coordination
- Sales Promotion
- Audit Support
- Handling Escalations
- Complaint resolution
- Focused on customer satisfaction
- Customer Service
- Positive and Constructive Feedback
- Work Prioritization
- Problem-Solving
- Skilled multi-tasker
- CRM Software
- MS Office
- Sales proficiency
- Excellent time management skills
- Decision-Making
- Administrative Support
- Staff Training
- Cash Handling
- Employee Scheduling
- Time Management
- Loss Prevention
- Deadline-oriented
- Persuasive
Education and Training
false
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Receptionist
Check Into Cash
09.2024 - Current
Customer Service Manager
Vallarta Supermarket
07.2023 - Current
Cashier
Vallarta Supermarket
07.2023 - 08.2023
Phlebotomist
Clinical Training Institute
11.2022 - 11.2023
Some College (No Degree) - Health Sciences
Bakersfield College
License - Phlebotomy
Clinical Training Institute
High School Diploma -
Golden Valley High School
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