Customer Service Insurance Agent

Hugo Gonzalez

Licensed Insurance Agent

Richmond, TX

********@*****.*** - 956-***-****

Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.

WORK EXPERIENCE

Licensed Insurance Agent

Convergys - Laredo, TX - August 2013 to February 2015 Effectively managed a high-volume of inbound and outbound customer calls. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Mastery of customer service management systems and databases. Accurately documented, researched and resolved customer service issues. Evaluated consumer reports on a monthly basis.

Identified chronic customer issues by creating and maintaining customer complaint log. Managed high call volume with tact and professionalism. Met or exceeded service and quality standards every review period. Collections Agent

Telepreformance - Monterrey, N. L. - January 2010 to May 2013 Monterrey, Mexico

Effectively managed a high-volume of inbound and outbound customer calls. Defused volatile customer situations calmly and courteously. Accurately documented, researched and resolved customer service issues. Evaluated consumer reports on a monthly basis.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Referred unresolved customer grievances to designated departments for further investigation. Initiated operations improvements to improve overall call center productivity. Teller

Bank of America - Houston, TX - March 2008 to May 2009 Rapidly and efficiently prepared customer and ATM cash and change orders. Organized, stocked and maintained the teller window area. Coordinated daily cash reconciliation at a high-volume location. Executed wire transfers, stop payments and account transfers. Processed exchange and foreign currency.

Answered telephone inquiries on banking products including checking, savings, loans and lines of credit. Maintained friendly and professional customer interactions. EDUCATION

High School Diploma

Elkins High School - Houston, TX

2005

ADDITIONAL INFORMATION

SKILLS

Skilled in call center operations Warm and cold leads development Adheres to customer service procedures Talented salesperson Exceptional workflow management Salesforce knowledge Committed to maintaining data integrity Analytical Strong problem solving aptitude Computer-savvy

Persuasive speaker Personable

Creative problem solver Life and health insurance products Exceptional communication skills Driven

MS Windows proficient Goal-oriented

Quick learner Exceptional time management skills

Proficient in cash management Strong customer relations Strategic sales knowledge

Multi-line phone talent

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