Latoya Morales
Customer service focused
18998 hwy 140 - Stevinson, CA
latoyad.1980@gmail.com – 209-600-5211
WORK EXPERIENCE
Youth Adviser
Merced Bethel - September 2011 to Present
Mentor Youth to mentor other youth
• Devise plans to outreach to community
• Build relationships with other leaders
• Serve as a member on the Church board
• Become thoroughly familiar with the youth leader objectives and methods
• Prepare reports to keep track of progress of yearly programs
Admissions Advisor
Milan institute - Merced, CA - April 2013 to March 2015
Responsibilities
Meet and recruit potential students who wished to continue their education. Made outbound lead
calls as well
as follow up calls to Potential Students who have been meet with previously, or inquired about
available seating
and programs. Followed up with Students to make sure all needed documentation was
received. Went over
programs with students, discussed prices, toured students of campus, and completed
enrollment documents
with Students. Facilitated orientations.
Accomplishments
Received 9 awards for schedule to enroll. Converted personally scheduled appointments at a
78% for schedule
to show rate. Maintained placement in the top 10 Reps within the company.
Skills Used
Customer service, closing skills, computer and data entry skills, sales
Call Center Trainer
GC Services Limited Partnership - Mesa, AZ - May 2008 to October 2009
Facilitated new hire training for Sprint in Customer Service and FDCPA practices
• Input and process payroll
• 1st Party collections
• Created new data bases and spreadsheets to maintain new hire documentation
• Up trained on new process and procedures to meet client needs
• Maintained positive relationships with Client and Upper Management
• Monitor calls to ensure Agents were meeting CSAT objectives
• Processed terminations and presented written warnings and final warnings to Agents while in
training.
• Tracked attendance
Travel Specialist Inbound
STA Travel - Tempe, AZ - January 2008 to May 2008
Took inbound calls from Consumers wishing to book or change travel itinerary
• Up-sold additional travel essentials such as insurance, hostels, hotels, car rentals etc
• Provided positive upbeat customer service
• Accurately and efficiently input data utilizing alpha- numeric keyboarding skills.
In-person Retail Sales
Rudolph and Me - October 2005 to December 2007
Specialty Sales
• Stocked product
• Met Quotas
• Asked for and open sales
• Up sold products and services
Call Center Agent
Appleone Employment Agency - Reno, NV - May 2003 to December 2006
Preformed Temporary assignments for in/outbound call centers
• Provided excellent customer service to all customers
• Processed applications for payday loans
• Preformed employment and reference verification
• Sorted, filed, and time stamped workman compensation claims
• Received inbound calls from providers seeking status of payments
• Used dialer to make outbound calls to companies regarding office equipment
Subject Matter Expert
West Telecommunication Corporation - November 2001 to May 2003
Handled a high influx of inbound calls
• Assisted wireless cell phone Customers with receiving new services for AT&T
• Up sold additional accessories and
• Meet and maintained monthly sales quota
• Exercised strong interpersonal communication skills with Customers and internal departments
• Utilized multiple call center applications to assist Customers
• Researched missing Agent sales and documented cause
EDUCATION
GED in General
Sierra Nevada Job Corps - Stead NV
SKILLS
Training, Quality analyst, ten-key, Microsoft office, quickbooks
ADDITIONAL INFORMATION
Core Competencies include:
• Call center training experience for a third party vendor site.
• Possess strong leadership, motivational, and coaching skills.
• Prepares for training development, conveys objectives, utilize learning methodologies,
facilitates learning
• Motivate, coach, and evaluate new hires to retain high quality agents.
• Fluent in collection strategies, and FDCPA
• Trained Agents to meet talk / wrap time, systems and up-trained new processes
Computer Skills:
Microsoft office 2010 Citrix, People soft, Aspect, QuickBooks 2004-2007, ten-key, typing 55
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