Ana Hinostroza

***** ****** ****

Selma, TX *****

cell: 210-***-****

acrg5d@r.postjobfree.com

CUSTOMER SERVICE REP / OVER 15 YEARS EXPERIENCE IN CALL CENTER SETTINGS

Providing Exceptional Service for over 15 in Property and Casualty Insurance and Health Insurance.

Dynamic Customer Servce Professonal also experienced in Colletions and Sales.

Excel in lstening to customer needs, articulating product benefits and creating solutions that provide value to the customer.

Able to build and maintain enduring customer relationships to boost sales and generate repeat business.

EDUCATION:

Bowie High School, El Paso, Texas Graduated: 1992

SPECIAL LICENSING/PROFESSIONAL DESIGNATIONS:

Texas Property & Casualty License November 2004

EMPLOYMENT HISTORY:

Shear Madness Reseptionist/Manager (April 2015 Present) Responsible for ensuring that the salon is running efficiently, that customers leave satisfied, and that the business is operating to a profit. Also insures that the salon is well staffed, clean and well organized and reporting to the owner about revenue, budget needs and staffing changes.

SRA International Inc Certified Navigator (2013-2014) Responsible for providing consumers with assistance In the Healthcare Market Place. Providing assistance in Appling and Enrolling for Healthcare Insurance on the website, on the phone or on a paper application. Assisting and Educating consumers with major questions about the Affordable Healthcare Act.

Quantum Marketing Customer Service Agent: (2013-2013)

Responsible for outbound calling current Timeshare owners and providing them with information about current events in their area such as owners workshops that offered information on how to better manage their timeshare needs.

Pace Customer Service Rep/Tech. Support Tier II: (2013-2013)

Responsible for taking inbound call from current customers and troubleshooting issues pertaining to their account that included digital home phone, internet and cable. As well as providing technical support for customer accounts and retaining unsatisfied customers by seeking a solution.

Silver Leaf Resorts Marketing Sales Representative: (2012-2012)

Responsible for generating Leads and Sales by approaching public at various events all over San Antonio and surrounding cities and assisting them in their vacationing needs.

DPT Laboratories HR Department Administrative Assistant (2011-2012)

Responsible for maintaining files and records for over 600 employees. Process applicants, update personnel records and assist with forms and procedures. Assisted in organizing company events.

Wells Fargo Home Mortgage Customer Service Rep (2011-2011)

Responsible for servicing home mortgage loans via direct (inbound) telephone with customers in various states. Provided and updated customers with loan mortgage information and provided customer with servicing solutions by offering other WF products.

Nationwide Insurance Co, P/C Customer Service Rep I (2007- 2010)

Responsible for servicing Property/Casualty insurance business via direct (inbound) telephone and/ or Internet contact with current customer and agents in multiple states. Provide counseling regarding insurance needs and product availability. Able to provide excellent customer service skills specific to Spanish speaking customers.

Titan Auto Insurance, Senior Direct Sales Agent (2002 – 2007)

Responsible for providing customers with premium quotes for motor vehicles as well as homeowners insurance for various states in the Midwest, Southwest, and Southeast. Tasked with documenting all calls and making follow-up calls to prospects, in order to ensure that when binding coverage is completed and booked, it’s also retained.

Strategic Marketing, Outbound Sales Representative (2002 – 2003)

Responsible for making outbound calls to new or existing customers for initial or reorders of business-related and marketing products, magazine subscriptions, and/or promotional offers.

K-MART, Stocker/Merchandiser (2001 – 2002)

Responsible for processing and restocking shelves in the store and/or warehouse, assembling and setting up merchandise displays and promotional items, rotating merchandise, and supply room inventory organization. Tasked with maintaining a timely and accurate call schedule and filing system for special orders. Tracked overstocked items, answered phones and assisted customers by checking stock items. Established and maintained a rapport with key store employees. Identified and communicated problems or safety concerns to appropriate Security and/or K-Mart personnel.

Calling Solutions, Supervisor (1997 – 2000)

Supervised an inside sales team, monitored calls for quality and provided feedback to sales team members, conducted monthly information meetings, evaluated job performance, processed and maintained reports, and designed and implemented appropriate incentive plans and calling campaigns to build morale and ensure achievement of departmental goals. Provided training to sales team members and identified opportunities to improve operational effectiveness and recommended solutions.

Custom Marble, Kitchen Countertop Installation Technician (1996 – 1977)

Designed, fabricated, cut, fitted, installed, and renovated mosaics (tile), for swimming pools, bathrooms, kitchen counter tops, and floors.

Texas Hydroclear (Rainsoft), Customer Service Representative (1995 – 1996)

Listened to and conversed with customers to understand their needs. Offered direct sales marketing materials by establishing a rapport with customers through the handling of routine inquiries and establishment of accounts or setting appointments for more detailed inquiries. Provided prompt, professional, appropriate and efficient service to the customer.

Sunshine Nut Company, Supervisor (1994 – 1995)

Supervised a staff of 10 employees tasked with order fulfillment, which included packaging and shipping to thousands of clients throughout the United States. Managed confidential personnel records and day-to-day administrative activities, to include coaching and feedback sessions with staff and performance evaluations.

Transworld Travel, Receptionist (1993 – 1994)

Provided administrative support to the sales team in the preparation of travel bookings, fed-ex packages, and correspondence. Performed functions such as mail distribution, invoice processing, inventory/supply control and phone support. You will assist with and/or produce briefings, presentations, reports and other documents as requested. Scheduled appointments, and provided telephone and e-mail support as appropriate. Primary point of contact for routine questions related to vacation travel.

Montgomery Ward, Retail Sales Associate (1992 – 1993)

Performed a variety of customer service related tasks including greeting customers, assisting customers, as well as a complete range of cashiering functions. Additional responsibilities involved routine stocking, housekeeping, cleaning, straightening, pricing, and tagging of merchandise.

SKILLS:

Outstanding verbal and written communication skills, to include being Bilingual/Spanish. Excellent organizational and interpersonal skills. Effectively works independently or in a team environment. Creative and innovative problem solver who rapidly adapts to changing demands with an extremely strong work ethic and positive attitude. Detail oriented. Proficient in the use of personal computers to include Internet/Intranet. Highly motivated and dedicated self-starter. Impeccable professionalism and integrity keeper who is very goal-oriented. Extremely dependable in completing work assignments.

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