Specialist Customer Service

CONSUELO AVILA

San Diego, CA ***** 510-***-**** *********@*****.*** linkedin.com/in/aconsuelo/

Project Coordinator Business Operations Specialist Client Relationship Builder

Specializes in Project Lifecycle Management, Process Improvement, Employee Engagement, & Customer Service Excellence

A customer-oriented and versatile professional with 20+ years of experience supporting projects, client outreach, operational efficiency, program execution, and customer satisfaction initiatives for multiple organizations.

Demonstrated ability to align cross-functional teams, stakeholders, and partners across a business landscape, centering objectives and strategies to deliver significant achievements and improved outcomes.

Past Franchise Owner who drives people strategy across business environments, including organizational change, training delivery, and innovation with the primary focus of enabling individuals and departments to accomplish amazing things.

Multilingual communicator (English, Spanish, Portuguese, Italian) with the ability to work across cultural/linguistic barriers.

SKILLS & CORE QUALIFICATIONS

Procurement Project Management Cross-Functional Collaboration Quality Control Customer Service

Staff Training & Development Procedure Implementation Sales Lifecycle Management Conflict Resolution

Product Specialist Customer Service Rep.

PROFESSIONAL WORK EXPERIENCE

Wealth & Wisdom Partners San Diego, CA 10/2019 – Present

Life Insurance and Financial Services Professional

Develop and expand relationships with current clients and pursue new business opportunities with prospective clients to provide a multitude of retirement planning needs. Leverage a CRM database to collect and share information across the organization.

Highlights & Accomplishments

Generated leads through the development of professional relationships, cold calling, and community involvement.

-Exceeded total sales quota by 12%.

-Scheduled four (4)+ appointments weekly with clients; prepared life insurance proposals and sales presentations.

Identified the financial needs of clients and translated the importance and benefits of life insurance products.

1st Choice Medical Group San Diego, CA 06/2021 – 06/2022

Customer Service Representative

Delivered a positive customer experience to all customers, utilizing consultative skills to anticipate customer needs, suggest alternatives, and provide solutions for a company that provides a wide range of one-on-one home medical services. Taking inbound calls from customers, making outbound calls to both customers and contracted provider offices. Enrolments, Providing member eligibility. Educating provider offices.

Highlights & Accomplishments

Interfaced with pharmacies to request new medications for a diverse patient population.

Performed administrative tasks such as database management, file maintenance, policy formulation and organization, meeting coordination, and report creation.

Collected and prepared information for use in discussions and meetings with staff/teams.

American Senior Benefits San Diego, CA 02/2018 – 08/2019

Life Insurance and Financial Services Professional

Exceeded monthly sales goals by promoting life insurance products, providing excellent customer service, and retaining business.

Highlights & Accomplishments

Generated effective customer pipelines, performed lead follow ups, and prospected new leads through a CRM database.

Guided agents in developing selling strategies to obtain new and retain existing business.

MassMutual Financial Group San Diego, CA 02/2016 – 02/2018

Life Insurance Agent

Operated in a sales/customer service role to exceed insurance sales targets and customer expectations.

Highlights & Accomplishments

Diligently tracked and recorded the outcome of 50+ calls and customer issues/inquiries daily.

Rocky Mountain Chocolate Factory Fresno, CA 12/2005 – 04/2014

Franchise Owner/Managing Director

Spearheaded operations, growth, and stability for two locations. Emphasis on employee engagement, customer service excellence, financial analysis, sales process development, and operational efficiency.

Highlights & Accomplishments

Directed the recruiting, hiring, onboarding, training, and mentorship for a diverse team of 12+.

-Maintained the highest quality of staff engagement through tailored coaching, mentorship, and relationship-building techniques that placed team members in positions to reach professional goals.

-Developed an incentive/rewards program in recognition of overall performance to maintain team motivation.

Trained internal teams on an authentic sales approach that resulted in being recognized in the Top 10 for gross sales.

-Implemented national franchisee marketing/sales promotions, increasing sales by 12%.

Ensured compliance with company policies and requirements for federal, state, and local laws/regulations.

Conducted all purchasing for two (2) locations; managed vendor negotiations and communications with proper reporting.

Farmers Insurance San Francisco Bay Area, CA 03/2002 – 11/2004

Insurance Agency Owner

Led all revenue strategy, client relations, new business development, and day-to-day operations.

Highlights & Accomplishments

Developed and drove sales strategies, including increasing close rates and improving retention of existing customers: 80% close rate for new customers, 86% retention rates for first year customers, and 91% retention YoY.

Served as the Point of Contact for daily problem solving and customer complaints, acting as a liaison for customers.

Ensured the team was proactively building sales and conversion by localizing and tailoring pitches to their accounts’ needs.

Implemented customer retention strategies to reduce customer churn and optimize revenues within existing customers.

Interfaced with the Claims Department to resolve all issues relating to insurance claims.

Additional Professional Experience

Manufacturing Supervisor – SanDisk 951, Milpitas, CA, 1996–2002

Led and coached a team of 100+ to meet production schedules, quality standards, and resolve production issues.

Identified and eliminated sources of variation and waste to drive continuous improvement using structured problem-solving methodology/tools (e.g. 5S & Lean Six).

Collaborated with Procurement Specialists to manage raw material usage.

Analyzed expected improvements and reported project status/results to the management team using standardized metrics.

Maintained OSHA safety regulations and documentation of accidents to troubleshoot and fix issues.

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Science, Business Administration, Minor: Computerized Accounting

Santa Barbara Business College, Fremont, CA

Certifications

Naturopathy Certification – Royal International College

Certified Natural Health Counselor & Certified Emotional Counselor

Licenses

California Life, Accident, & Health

TECHNICAL PROFICIENCIES

Microsoft 365 Salesforce CRM Systems Adobe Suite Zoom MS Teams Data Analysis Six Sigma Lean 5S

Outlook JD Edwards and business Intelligence Systems SalesLogix, Intranet Phone System and Genesys Cloud CX

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