Sales Customer Service

Luis Saucedo

**** **** ** ******, ** *****

Ph#720-***-****

PROFESSIONAL EXPERIENCE

Service Source International 04/13-Current

Bilingual Operations Service Specialist

Worked all proactive and reactive quotes for Avaya Red in the CALA Mexico region.

Communicate in as the first point of contact for the Mexico region with Partners and Sales Staff.

Consistently meet SLAs and deliver high quality quoting, booking, and communication to the

sales organization. Maintain consistent high performance in both quality and quantity (*if your

territory is Complex/High Dollar quoting; maintaining the highest percentage of quality output

for large quotes). Lead by example; show other reps of how to perform, meet production goals,

and interact with Sales. Develop and update process documentation and training materials

Effectively train new reps to hit SLAs while maintaining high quality work. Work additional

projects. Serve as a point person for enablement issues within the Mexico team with precision

and in a timely manner. Clearly communicate and set expectations with Sales Effectively

troubleshoot problems and roll out solutions to the team with Team Lead assistance.

Insurance Recruiting Specialist 07/12-04/13

Inside Bilingual Commercial Auto Claims Adjuster

Responsible for investigating accidents to determine liability. Estimating Claims for Commercial

and personal autos. Analyze police reports and interview accident victims via phone, to evaluate

the cause of the accident, who’s at fault, and to what degree. Work directly with customers to

guide them through the claims process in a caring and professional manner, and to negotiate fair

and equitable settlements. Manage multiple cases and document every step of activity for each

claim.

Chamberlin Edmonds 06/11- 07/12

Bilingual Resolve Application Specialist

Responsible for providing high quality client focused service by using knowledge of local, state

and federal program requirements to efficiently maintain and update general applicant

information, financial, medical and personal information to support client applications.

Complies with ethics, privacy and compliance to policies and procedures

American Family Insurance 10/06- 02/10

Bilingual Automobile & Property Claims Adjuster

Take inbound calls and make outbound calls to customers. Efficiently and effectively handle

automobile and property insurance claims. Explain automobile and home owner coverage

Investigate claims and determine liability. Writing and reviewing Automobile and Property

estimates while negotiating with auto body shops and property vendors

Denver Water Dept. 05/03-04/06

Bilingual Customer Service

Receiving incoming calls regarding water bills, water quality and problems with meters. In

charge of sending watermark water quality inquiry reports. In charge of sending service orders to

check for leaks. In charge of translating materials to customers regarding water consumptions

and in Spanish

Finders Interpreters 11/02-5/03

Spanish Interpreter

As a Spanish interpreter I would help insureds and people understand in Spanish. I would have

to interpret everything that was told by Doctors or physicians. I would have to travel to medical

interpreting appointments needed for workman’s Compensation and other medical Dr’s

appointments. I would also have to be present in attorney’s appointments to interpret. Spanish

Interpreting and translating medical appointments regarding injuries.

AT&T Broadband 7/00-11/02

Switch Tech

Perform switch translations in all switches. Provisions Cognetronics messages. Complete orders

with an error rate of less than 2%. Assist with the training of new agents as required. Provide

provisioning support as scheduled. Complete special projects or other duties as assigned. Assist

with the required production reports in an accurate and timely.

SKILLS

Subject Matter Expert in various systems and tools. Ability to multitask in a high volume

transactional environment. Exhibits leadership when presented with problems or roadblocks and

troubleshoots accordingly. Ability to prioritize when faced with competing deadlines. Proactive

in fixing training gaps and resolving issues. Ability to work and communicate effectively with

sales as well as management. Demonstrated ability to communicate quickly and succinctly in

CRM workflow, email, voice, and IM. Recognizes personal impact on the business. Goal driven

perfection oriented, with sales awareness.

MS Excel

MS Word

MS Access

MS Outlook

Type 50 WPM

60 keystrokes per hour alpha numeric

13,000 keystrokes per hour 10 key

Knowledge of Insurance Policies

Able to read and write Spanish

EDUCATION

Metro State College

John F. Kennedy H.S.

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