Contact

Education

719-***-****

Phone

ad3s9z@r.postjobfree.com

Email

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

Tx 79938

Address

Oscar Ramírez

R e s e a r c h & T e s t i n g S p e c i a l i s t Dedicated and results-driven professional with over 10 years of experience in customer service and sales management. Adept at developing and implementing strategies to enhance customer satisfaction, drives sales growth, and improve operational efficiency. Skilled in coaching and mentoring teams to achieve peak performance and exceed business goals. Proven track record of building strong client relationships and delivering exceptional service in fast-paced environments. Looking to leverage expertise in a challenging leadership role to drive organizational success. Experience

Identify and resolve the stated and unstated needs of the customer. Consistently used guidelines, available resources and applied audit feedback to ensure accuracy. Shared feedback and process improvement suggestions. Looked for opportunities when applicable to streamline, simplify the advocacy experience. Utilized tools to increase efficiency with new technologies (i.e., NICE, MOXIE, Quantum, SharePoint, etc.)

Influenced others in ways that supported the success of the team; using knowledge to educate others on best practices and shared new learnings including providing critical feedback. When appropriate, provided feedback to Customer Services Reps/Sales Reps on proper call handling.

Created, customized, and delivered solutions for Progressive’s aux aide need customer base via Accessibility team, allowing them to do business with us. Handled Inbound and Outbound phone inquiries and transactions for multiple lines of business products and all states when needed.

Identified customers’ insurance needs, solved problems, educated and answered questions from customers regarding coverage, rates, billing issues and general policy reviews. Participated in tests/pilots to process treatments and understand the impact to the customer and/or business. Often on 1-3 pilots at a time.

Consulted and collaborated with product managers, business system consultants, and business leaders, product, legal, acquisition and many others to determine best practices for new and innovative ideas, systems and processes. and processes. Customer Advocacy Team/Customer Accessibility Team Research & Testing, Outbound

Sr. Resolution Specialist

2022-2024

2020-2022

2019-2020

Progressive Insurance

Progressive Insurance

Progressive Insurance

Southwest University of El Paso

Associates in Health Administration

2013

English

Spanish

Expertise

Language

FAO

ClaimsPro

NICE

Quantum

Moxie

Direct Quoting Tools

Processing Search Tools

PBV Link

Web Assist

Email Tableau

Assist KMS

Delve

Microsoft Handled inbound calls from customers seeking to cancel their policy. Independently handled complex problems and diffused challenging and sensitive escalated calls that were related to cancelling and price; built, maintained, and repaired customer relationships. Wrote New business on behalf of Agents.

Assisted Independent Agents, their Account Sales Reps (ASRs) and Agent Help Desk with technical, underwriting questions and quote completion though For Agents Only/Portfolio quoting platforms.

Handled processes that were beyond the scope of Customer Service Reps/Sales Reps on proper call handling.

Took overflow of calls from other areas when needed. 2018-2019

Progressive Insurance

Blended (Sales & Services)

Identified customers’ motive for calling. Shared expertise and pertinent information to ensure appropriate insurance coverage.

Rewrote both Direct and Agency policies.

Provided solutions to customers’ questions and concerns via policy review. Advocated for Progressives’ products and services. Provided assistance to consumers who initiated online quotes via online or mobile device. Skills

Licensed in 50 states.

Focused, organized, and diligent.

Excellent time management skills.

Ability to multi-task and problem

solve.

Oral and written communication skills

in both English and Spanish.

Knowledge of Progressive systems.

2018-2019

Progressive Insurance

CRM Services

Handled incoming calls, inquiries and transactions for Auto policies. Identified customer’s motive for calling and insurance needs. Provided policy, coverage, and billing reviews.

Processed cancellations, renewals, reinstatements, endorsements, payments, and state/federal filings on Progressive’s products and services. Advocates for and educate on Progressive’s products and services. Stay current on product, services, and procedures. 2015- Present

Premier Tax & Financial Services

Financial & Tax Consultant

Lead a team of 6-8 Tax Preparers.

Mentored and coached new hires.

Lead marketing campaigns to attract new customers. Organized sales campaigns.

Implemented new processes and procedures for office staff. Maintained customer relationships.

Achievements

Handled all incoming Spanish Survey

comments.

Part of the Spanish website advisory

team.

Met and spoke to local Progressive

agents via ride along with ASR.

2013-2015

NBS Inc., Office Furniture design

Inside and Outside Sales Manager

Managed Showroom Sales representatives.

Oversaw 100 plus customer accounts and designs.

Led and coached a team of 5 Outside Sales representatives. Managed Design and production team.

Maintained customer relationships.

Developed marketing campaigns to bring in new customers. Developed and maintained relationships with local businesses and owners. Furnished and designed office furniture (i.e. Stand-alone and modular furniture.) Increased flow of traffic in showroom.

Contact this candidate