Open to opportunities

Luis Morales

@luismorales1

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Bilingual customer service specialist focused on client retention.

Paraguay

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What I'm looking for

I am seeking a customer-facing role in a collaborative, metrics-driven company where I can apply my bilingual communication, collections, and CRM skills to improve retention and deliver exceptional client support.

I am a bilingual (English-Spanish) customer service professional with extensive experience in client relations, collections, and call-center environments across Mexico and Paraguay. I consistently achieved 90–95% client satisfaction, supported home loans and Medicare transfer campaigns, managed payments and soft collections, and delivered chat and phone support for business loan and product inquiries.

I bring strong technical troubleshooting, data reporting, CRM management, and team collaboration skills, plus experience building marketing websites and supporting CCTV monitoring operations. I am ethical, reliable, results-driven, and seeking a role where I can apply my client-retention expertise and communication strengths to help customers and support organizational goals.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Baja Call Center

Aug 2022 - May 2024 (1 year 9 months)

Delivered exceptional customer service for Medicare transfer and home improvement loans campaigns, maintaining 90–95% satisfaction and resolving inquiries, applications, and complaints.

Customer Service CRM Troubleshooting Account Management Complaint Resolution Communication Data Reporting

Collections Specialist

CCSI Call Center

Apr 2022 - Jul 2022 (3 months)

Managed soft collections by scheduling payments and account deferments, proactively following up on overdue accounts and improving collection rates.

Collections Payment Scheduling Negotiation Data Analysis Problem Solving & Compliance Reporting

Customer Service Representative

GGA Solutions

Nov 2021 - Jan 2022 (2 months)

Facilitated refunds and replacements, answered product questions, and maintained customer engagement and satisfaction across digital channels.

Customer Support Digital Communication Live Chat Multitasking Team Collaboration Time Management

Web Developer / Digital Marketer

Personal Endeavor

May 2020 - Sep 2021 (1 year 4 months)

Created and maintained websites focused on digital marketing and SEO, managed email marketing and social media content to increase online engagement.

Web Development SEO Digital Marketing Email Marketing Content Management Social Media Analytics

Chat Support Specialist

BlueAcorn

Feb 2021 - Apr 2021 (2 months)

Provided chat support for business loan inquiries related to SBA programs via website and Facebook Messenger, driving timely resolutions and client retention.

Chat Support Multitasking Conflict Resolution Written Communication

Loan B2B Opener

American Direct Funding

Jan 2021 - Feb 2021 (1 month)

Executed cold-calling outreach to generate business loan leads and followed up via text and email to grow the sales pipeline.

Cold Calling Lead Generation Sales Support Lead Follow Up Upselling CRM Pipeline Development

Security Guard / Monitorist

Grupo Aguilas / Ideal Contact Center

Jan 2018 - Mar 2019 (1 year 2 months)

Performed surveillance, CCTV monitoring and incident reporting to ensure facility security and compliance with CTPAT protocols.

Surveillance Incident Reports Security Protocols Vigilance Reporting

Education

Degrees, certifications, and relevant coursework

Simplilearn

Artificial Intelligence

2024 -

Activities and societies: Online AI certification and professional development courses.

Completed online AI-related coursework or certification via Simplilearn in 2024.

Unknown

Industrial Engineering

Activities and societies: Mention of Industrial Engineering 2000-2003 (institution not specified); lists online courses and certifications (Simplilearn 2024, various audiobooks and seminars).

No verifiable formal education details provided except mention of Industrial Engineering (2000-2003) without a clear institution name.