Jennifer Morales
National City
Summary
Results-oriented Customer Service Specialist with a strong focus on enhancing customer experience and retention. Skilled in training new team members and resolving inquiries promptly, ready to leverage expertise to drive operational efficiency and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Service Specialist
OEC Group
San Diego, CA
03.2022 - Current
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline communication processes.
- Managed order processing using CRM systems, ensuring accuracy and timely fulfillment.
- Trained new team members on company policies and customer service best practices.
- Implemented feedback mechanisms to capture customer insights for service improvement.
- Coordinated with logistics teams to resolve shipping issues promptly, minimizing disruptions.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative
Sony
San Diego, CA
08.2021 - 03.2022
- Implemented feedback mechanisms to gather insights for service improvements and operational efficiency.
- Analyzed customer feedback data to identify trends and recommend actionable solutions.
- Led initiatives aimed at reducing call handling time while maintaining high service quality standards.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative
Charter Communications, Spectrum
San Diego, CA
01.2018 - 08.2021
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Enhanced customer satisfaction by providing timely and accurate information on services and billing.
- Guided customers through troubleshooting processes to resolve technical issues efficiently.
- Coordinated with cross-functional teams to improve service delivery and customer experience.
- Trained new staff on best practices for customer interactions and system navigation.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Miracosta College
Oceanside, CAHigh School Diploma -
Mission Hills High School
San Marcos06-2014
Skills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
- Excellent written and oral communication
- Customer relationship management (CRM)
- Telephone etiquette
- Complaint handling
- Problem resolution
- Customer relationship management
- Customer retention
- Customer order management
- De-escalation techniques
Accomplishments
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Customer Relations - Achieved the high ratings for customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Specialist
OEC Group
03.2022 - Current
Customer Service Representative
Sony
08.2021 - 03.2022
Customer Service Representative
Charter Communications, Spectrum
01.2018 - 08.2021
Miracosta College
High School Diploma -
Mission Hills High School