Marcos Morales
Fajardo
Summary
A hardworking expert with developed aptitude for computer and communication skills. Multilingual and fluent in Spanish and English, offering solid comprehension of cultural diversity and willing to work at any level.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
T-mobile
02.2017 - 11.2017
- Informed customers about billing procedures, processed payments and provided payment-option setup assistance.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
Assembler
Worthington Industries
03.2018 - 07.2018
- I was responsible for making and assembling cabinets, glass doors, managing materials and checking the quality of the cabinet after it was build.
Collections Representative
Premier Bankcard
08.2018 - 11.2018
- I was responsible for helping the customers fine a comfortable way to make payments to pay off their debts with the company along with providing a great and confident customer service.
Production Specialist
Terex Industries
02.2019 - 02.2020
- Set up and operated production equipment according to daily work orders and safety procedures.
- Operated production machinery, managed raw materials, and recorded production data in daily logs.
Customer Service Representative
Conduent
04.2020 - 09.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service(Triple S Advantage)
LinkActiv
09.2020 - 04.2021
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Representative
Liberty PR
04.2021 - 03.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Provider Services Advocate
Optum
03.2022 - 07.2024
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
Customer Service Representative
Elevance Health
07.2024 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Education
Bachelor's - Computer Repair, Installation and Networking
Inter American University of Puerto Rico-Fajardo
Fajardo, PR01.2016
Skills
- Press Brake
- Customer Service
- Microsoft Office
- Quality
- Computer skills
- Active listening
- Microsoft Excel
- Critical thinking
- Call center experience
- Data entry
- Documentation
Languages
Bilingual (Spanish and English)
Timeline
Customer Service Representative
Elevance Health
07.2024 - Current
Provider Services Advocate
Optum
03.2022 - 07.2024
Customer Service Representative
Liberty PR
04.2021 - 03.2022
Customer Service(Triple S Advantage)
LinkActiv
09.2020 - 04.2021
Customer Service Representative
Conduent
04.2020 - 09.2020
Production Specialist
Terex Industries
02.2019 - 02.2020
Collections Representative
Premier Bankcard
08.2018 - 11.2018
Assembler
Worthington Industries
03.2018 - 07.2018
Customer Service Representative
T-mobile
02.2017 - 11.2017
Bachelor's - Computer Repair, Installation and Networking
Inter American University of Puerto Rico-Fajardo
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