Customer Service Call Center

Karen Alvarado

*** ***** ****, ****** ** *****• (469) 686- 5911 •*********@*****.***

Focus: Inbound Call Center • Insurance Call Center

Results-oriented Customer Service professional with a 8-plus-year successful track record. Highly skilled in responding to customers, managing their accounts, addressing customer complaints. Familiar with the processes of customer needs assessment, quality standards for services, and customer retention. Bilingual: English/Spanish. Excellent communication, problem-solving, and time management skills. Quality Assurance. Manager position

KEY CREDENTIALS

• Hands-on experience in reviewing, updating, or making changes to customer accounts • Demonstrated ability to record details of client contacts and service history

• Proven ability to determine answers and solutions quickly • Knowledge of liaising internal departments in order to clarify and gather information to respond to customer inquiries

• Unique talent for determining customer needs through effective questioning and research • Eager to work collaboratively in order to attain customer service goals

Computer literate – Microsoft Office, Adobe Acrobat, Internet, e-mail. Xactimate. XACT analysis.

●Licensed in 18 states

EXPERIENCE SUMMARY

Pilot Catastrophe Insurance

• Handled an average of 100 inbound calls per day with minimal supervision and escalated complaint calls

• Respond to customer inquiries with compassion and active listening and select the best solution in an efficient manner

• Resolve customer issues with patience and understanding

●Handled over 1,500 catastrophe claims. Hail claims. Wind claims. Hurricane claims. Fire loss. Day claims.

• Identify additional needs customers may have and help them to upgrade products or services

●Management position at Pilot. Managed a team of 12 people.

●Handled customer escalations.

●Take the extra mile to engage customer requirements

Liberty Mutual Insurance

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Keep records of customer interactions, process customer accounts and file documents

• Follow communication procedures, guidelines and policies

• Take the extra mile to engage customer requirements

• Proven customer support experience or experience as a client service representative

• Excellent communication and presentation skills

• Ability to multi-task, prioritize, and manage time effectively

Outreach Health Services

• Adhered to safety guidelines; completed CNA Training Program at Weslayn University.

• Complied with HIPAA standards in all patient documentation and interactions.

• Ensured the accurate, timely flow of information by maintaining thorough patient records and updating healthcare team on patients’ status.

•Assisted residents with activities of daily living including helping with meals, transferring using assistive devices, bathing, dressing and grooming.

EZ Mart

●Customer service experience interaction with customers on daily basis.

●Manager experience

●Managed store and employees.

●Excellent communication and presentation skills.

●Did orders for store. Checked trucks in every week for deliveries as well.

EMPLOYMENT SYNOPSIS

Call Center Representative - Pilot Cat. Services Richardson, Texas 05/2021-10/2023

09/2020- 01-2021

Customer Service Representative, Liberty Mutual Insurance Plano, Texas 01/2021–04/2021

Certified Nurse/Assistant, Outreach Health Services, Fort Worth, Texas 05/2016–02/2020

Customer Service/ management, EZ Mart, Lubbock Texas 01/2011-04/2016

Contact this candidate