Ana Contreras 915-***-**** ad0mh2@r.postjobfree.com

PROFESSIONAL SUMMARY

15+ years of sales experience

** + years of customer service experience

Great attitude

Great people skills

Sounds great on the phone or in person

Team Leader/Team Player Self Motivated

Education

Diploma, Jefferson High School- 1994 to 1998

University of Texas at El Paso- 1998 to 2000

General Lines Life & Health License

Series 6 & 63 License

Skills & Abilities

Experienced in using Microsoft Word, Excel, Outlook, and PowerPoint. Great communication and interpersonal skills by identifying and addressing customer needs. Negotiation skills. Excellent listening skills and patience. Utilize Cisco phones for internal and external routing of calls. Sales Training and coaching.

Experience

August 2001- Present

Primerica Financial Services El Paso, TX

Independent Sales Rep

Conduct one-on-one sales demonstrations as well as group presentations

Provide detailed analysis & solutions for debt elimination, insurance needs to

include life & health, auto & home, and retirement needs

Manage my book of business & that of my team

Train new hires for licensing requirements in a classroom setting.

Provide exceptional customer experience for all clients

Aug. 2020-March 2023

Teleperformance

Licensed Agent/Trainer Supervisor Humana Project

Assist Beneficiaries with understanding plan coverage and benefits

Respond to concerns and questions with compassion and actively listening

Train newly Licensed agents on products and services and prepare them to enroll and upsell

Assess training needs and skill gaps, monitor and evaluate the performance of all agents

Coach and motivate agents who are struggling with work and personal life

Produce operational reports and conduct quality assurance audits

Taking calls that agents cannot handle and providing guidance and feedback

March 2018-Aug.2020

Immigration & Tax Services El Paso, TX

Personal Assistant

Assist Attorney with all cases pertaining to immigration, family law, and some

criminal and personal injury cases

Responsible for filing all legal documents in the courthouse

Provide legal translations when necessary

Collect payments and make all deposits

Assist Attorney with inmate visits

Schedule and confirm all appointments, interviews, and meetings

Order Supplies & process mail

Sept. 2015- Feb. 2018

HGS El Paso, TX

Sales & Customer Service Representative

Handled high volume inbound calls to assist customers in enrolling in a plan with the Affordable Care Act

Help customers with regards to billing/payment issues and go over any questions

regarding claims.

Make outbound calls to potential enrollees

Advise, consult, and enroll customers in the best health plan

Provide leadership and direction for employees as a Subject Matters Expert

Exceeded the established sales goals

May 2012-Sept. 2015

XEROX El Paso, TX

Bilingual Tech/Sales Specialist Sprint/Cox Communications

Assist all customers with matters regarding their cell phone, cable, & internet needs

Responsible for providing tech support for all issues on cell phones, internet, and cable services

Help customers with billing/payment issues

Subject Matters Expert. Assist supervisor as a floor walker for the team.

Assist representatives in deescalating calls from irate customers

Negotiate customer contracts and assist in customer retention

Schedule and enter data for service installs

Met and exceeded all metrics such as sales and customer service for both sprint and cox projects to include cross-selling services

Achieved high-quality assurance scores in resolving customer issues and providing a positive customer service experience at all levels.

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