Call Center Care Specialist

Silvia Segura

801-***-**** ******.********@******.*** Roy, UT

SUMMARY

Flexible Care Specialist with specialties in retention, problem analysis, and conflict resolution. Excellent problem solving and active listening talents. Understanding and polite with a strong need to build a personal connection with each case.

SKILLS

• People skills

• Bilingual Spanish and English

• Reliable and trustworthy

• Planning

• Multitasking

• Microsoft Office expertise

• Data evaluation

• System documentation

• Technology research

• Resolving issues • Data gathering

• Communication

• Call center experience

• Customer support

• Email marketing

• Quality program protocol

• Client documentation

• Organization

• Team building

• Excel Proficiency

EXPERIENCE

Bilingual Community Care Specialist I, Public Health Institute, January 2021-May 2022

Los Angeles, CA

• Completed data entry to facilitate case interview and elicited close contacts into designated system immediately after obtaining.

• Conduct interview with case to determine infection and to locate case contacts to trace infection spread.

• Educate case about quarantine and health regulation to stop spread of Covid-19

• Coordinate with manager and resource coordinator to stablish case well been with the necessities.

• Enforced adherence to company policies, answered coworkers' questions and trained new onboarding team members.

• Led routine meetings to share new policies, gather feedback and improve team cohesion.

Call Center Insurance Agent, Zarcal Inc. Geico, March 2020-December 2020

Long Beach, CA

• Strategized long-term business objectives by assessing customer feedback for direction on process improvements.

• Provided quick turnaround time when customers called with questions, usually within 15 minutes.

• Conducted research to identify ideal coverage options for customers.

• Attended continuing education courses to maintain insurance license.

• Reduced financial discrepancies by accurately resolving billing issues while processing applications and cancellations.

• Coordinated appointments and consultations with clients to identify individual needs and gain better understanding of overall financial situations.

Sales Consultant Representative, Spectrum, September 2018-June 2020

Lynwood, CA

• Prepared and processed contracts and order forms for new and existing customers.

• Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.

• Fostered relationships with customers to expand customer base and enhance loyalty and retention.

• Prepared packages for shipment by generating invoices and setting up courier deliveries.

• Organized and maintained filing and document management systems by coordinating, archiving, and purging files.

Call Center Insurance Manager, AAA, November 2017-June 2018

Los Angeles, CA

• Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.

• Corrected issues by giving agents targeted and highly constructive feedback.

• Conducted CRM tasks to maintain quality assurance satisfaction levels.

Sales Solutions Specialist, Verizon Wireless, June 2006-July 2016

Los Angeles, CA

• Developed sales presentations to educate personnel on product placement to increase sales revenue and drive customer traffic.

• Innovated and implemented plan-o-grams, educational aids, and merchandising techniques to drive customer traffic and sales revenue through visual presentation.

• Analyzed product movement and offered valued suggestions to increase sales.

• Penetrated new markets by investigating competitor products, services, and trends.

Kids Shoes Manager, Nordstrom, March 1996-March 2006

Los Angeles, CA

• Assessed, optimized, and elevated operations to target current and expected demands.

• Coached, trained, and mentored new team members and manager trainees.

• Calculated expenses to correctly mark-up merchandise, remaining competitive.

EDUCATION AND TRAINING

Associate of Science

Accounting and Business Management, Independence University, Salt Lake City UT

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