Customer Service Agent
Resume:
RAQUEL RAMIREZ
*** ******* **** *****, *********, Albuquerque, New Mexico 87121
*************@*****.***
CUSTOMER SERVICE AGENT/REPRESENTATIVE
QUALIFICATIONS PROFILE
Multifaceted, well-organized, and extremely diligent professional, offering unsurpassed commitment in providing first-rate customer service as well as meeting and exceeding company expectations.
Licensed customer service representative with exceptional abilities to effectively handle and diffuse upset and irate customers, while maintaining positive attitude and work ethic. Highly commended for willingness to go above and beyond job duties to reach organizational goals and objectives. Recognized for strong dedication and focus in managing all assigned tasks as well as achieving overall business objectives. Equipped with articulate written and verbal communication skills; bilingual in English and Spanish. Technically proficient with Microsoft Office Suite (Word, Excel, and PowerPoint), 10-Key by Touch, and Windows (95, 98, 2000, and XP).
SUMMARY OF RELEVANT SKILLS AND EXPERIENCE
Customer Service:
- Ensured the delivery of exceptional service to customers, including phone and walk-in customers.
- Rendered consultative assistance to customers in handling claims, reconciling accounts, dealing with bank deposits and withdraws, and processing payments through phone, mail, or personal communication.
- Maintained constant coordination with customers by managing their banking transactions in person and over the telephone.
- Established a reputation for consistently meeting and exceeding financial objectives of the clients.
Communication:
- Articulately communicated with customers to answer their questions and provided them education on different types of insurance.
- Displayed efficiency in responding to multiline phone system.
- Effectively performed duties as bilingual collections representative; conducting collection calls for delinquent accounts.
Problem Resolution:
- Took charge of all lost contracts that were not adhered to by the customers.
- Earned recognition for successfully identifying and resolving contract issues, which reestablished and maintained customers’ compliance with the contracts while reduce lost in the business.
- Responded to inquiries from the management and other internal and external customers to effectively address their issues.
Organization and Strategic Planning:
- Leveraged organizational skills in managing office duties, which included filing and operating office equipment.
- Demonstrated proficiency in developing strategic retention plans.
Business Development:
- Gained acknowledgment and monetary bonus as the top performing salesperson during a business growth initiative.
Regulatory Compliance:
- Guaranteed strict conformance with all company policies as well as state insurance requirements.
Cash Management:
- Received high level of trust from the upper management on all cash payments and vault management.
- Adeptly managed large amounts of currency and balanced cash drawer and ACA daily.
WORK CHRONOLOGY
William Tobin–Farmers Insurance Agency - Albuquerque, NM Aug 2006–Present
Insurance Agent (Licensed Customer Service Representative)
Bank of Albuquerque - Albuquerque, NM Feb 2005–Aug 2006
Bank Teller
CitiBank Citi Cards -Albuquerque, NM Jan 2003–Feb 2005
Financial Advisor
Bank of the West - Albuquerque, NM May 2002–Jan 2003
Bank Teller
PROFESSIONAL TRAINING
Collections Training, CitiBank
Underwriting and Security Essentials Training, William Tobin–Farmers Insurance Agency
Security Training, Bank of Albuquerque and Bank of the West
LICENSES
Licensed Customer Service Representative (CSR)
Property and Casualty Insurance License - State of New Mexico
Surety Bond and Notary License
ACTIVITIES
Organizer, Food Drive, Albuquerque, NM
Volunteer, National Hispanic Cultural Center, Albuquerque, NM
Volunteer Head Coach, Boys Soccer Team, Albuquerque, NM
Fundraiser, various Kids Soccer Teams
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