Customer Service Representative
Resume:
Mercedes Barrera
**********@*****.***
PRPROFILE
A bilingual Customer Service & Retail Management professional, with a solid record for commitment to superior customer service and support. Experienced at managing employees, addressing and resolving general issues as well as complex customer inquiries. Ability to consistently improve and promote the company’s image and culture as well as enhance the customer’s experience in accordance with company practices and regulations. Skilled in leadership abilities, oral and written communication skills with proven ability to adapt to change in a busy environment.
STRENGTHS & SKILLS
Customer Service
Leadership
Communication
Merchandise Flow
Problem solving
Office Organization
Takes initiative
Data entry
Inventory Control
Excel
Power point- Microsoft
EDUCATION
Exam FX-Pre licensing-property and casualty 2021 (Licensed)
Mike Russ School Property and Casualty Exam 2013 (licensed)
H & R Block Tax school 2012 (Licensed)
Los Angeles Valley College 1986-1988 (Real estate and broker classes)
Ulises Grant High school 1983-1986 (High School Diploma
WORK -EXPERIENCE
Farmers Insurance – Private Agency
March 2021 – Present
Responsibilities: Develop leads, schedule appointments, identify customer needs, and market appropriate products and services.
To Establish customer relationships and follow up with customers, as needed.
As an Insurance Agent, sells and manages insurance policies on behalf of Farmers Insurance company.
Duties include attracting new clients and answering their questions,
Helping clients choose the best policy and making sure all legal requirements are met.
AAA Insurance
June 2013 - February 2021
claims representative in AAA insurance as a Claim Adjuster:
On a daily basis, handle and process insurance claims. examine property damages and physical injuries to calculate claim liability, gathering information from various sources, for example, through interviewing claimants, witnesses, or specialists and, policyholders.
Duties included:
Answers calls for new auto accidents claims while simultaneously entering in the appropriate information into the system.
Successfully maintain a high call volume while documenting files in accurate and timely manner and providing excellent customer service
Interact effectively with Auto club members, repair shops, insurance agents, police officers, Attorneys and other public personnel involved with the claim process.
Examine claims liability
Calculate benefits and payments
Negotiate settlements with claimants
Inspect property and physical damage
21st Century Insurance
April 2005 – January 2010
Customer service representative:
Responsible for handling and service of inbound calls, approximately 50+ calls per day in a very busy call center environment, initiate abs process, responding to insured’s first notice of accidents.
Answers and handle questions regarding their policies, repairs, and rental coverages.
Consistently met and exceeded quality monitoring performance standards of 95%
5 of 70 CSR’s chosen to handle special accounts that’s service Private Client group.
Trained and coach new CSRs
Able to provide quality customer service through three mergers and acquisitions and numerous policy and system changes in eighteen months.
ACCOMPLISHMENTS
Successfully trained and coach new staff members
Chosen to help with Catastrophe claims
Assisted and supported team when loss 2 team members
Recognized for providing great customer service
Received a 95% positive review from insured reviews
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