Bilingual Customer Service Specialist with Insurance Expertise

Rocio Guerrero

Denver, CO 656-***-****

*****.************@*****.***

Experienced Bi-lingual Customer Service Representative. With over 6 years of experience in the Customer Support and Interaction field. I possess an extensive knowledge of effective verbal and written communication, quick problem-solving, product knowledge, banking, cash handling, robust knowledge of CRM tools, Netsuite, Salesforce, Zendesk,Shopify, Majesco Pas, Majesco Billing, Guidewire conflict resolution, technical proficiency, and a proven track record of delivering exceptional results. Skills:

45-55 WPM

Detail oriented

Quick learner

Active listening

Problem solving

Customer Relationship Mgmt.

Computer literacy

WORK EXPERIENCE:

Communication

Multitasking & Time management

Ability to navigate software programs

Customer service

Teamwork & Collaboration

Critical thinking

Data entry

Heritage Insurance Jan 2023. - Current

Bi-lingual Claims Coordinator/ CSR

● Provide service to existing clients related to updating policies, providing quotes, taking payments, answering questions, and providing documentation.

● Answer customer calls and correspondence regarding new or existing insurance policies and service.

● Work with new clients, mortgage companies and insurance Agents in an effort to understand their needs, gather necessary data, research policy options, present options, finalize and bind new coverage, cancel old policies.

● Maintain records of customer interactions and transactions, recording details of inquiries, comments, and actions taken in the agency management system.

● Collaborate with team members, mentor staff, provide expertise and answer questions, and participate in formal and informal meetings as needed.

● Submit Home owners Insurance claims.

Jan. 20Dec. 2022

Purple

Bi-lingual Customer Service Representative

● Respond to customer inquiries via phone, chat, email, text or social media, taking appropriate action to ensure each customer receives world class customer service.

● Process product orders for customers (via phone, using eCommerce application).

● Assist customers with website navigation, online checkout process, or technical issues.

● Provide detailed notes and documentation for each customer interaction.

● Maintain acceptable customer satisfaction and quality monitoring ratings.

● Maintain acceptable productivity, schedule adherence and utilization levels.

● Meet all individual performance metrics.

● Received recognition from my team supervisor for excellent customer service achievement by maintaining a 100% QA score.

● Maintain in-depth, detailed, current knowledge of all products, including warranty/returns/refunds policies and procedures.

● Mentored new hires and improved their productivity by 30% within their first month on the job.

● Depending on assignment, may be tasked with any number of administrative processes, including returns, warranties, exchanges, cancellations, chargebacks, financing and payment options, fulfillment issues, showroom support, front desk/reception, etc. Best FInancial Mar. 2018 -Jan. 2020

Loan officer/ Front Desk Receptionist

● Worked with customers in person, via telephone and emails to answer questions and concerns.

● Process transactions and resolve issues in a timely manner while providing quick turnaround time to maintain a fast pace schedule

● Interview clients regarding loan needs and financial histories, conveyed information regarding application processes

● Sorting and distributing mail

● Maintaining the reception area

● Review financial statements and contacted institutions

● Evaluate credit worthiness by verifying insurances

● Processing loan applications and documentation

● Explore all options and introduce different types of loans during the interview to determine financial eligibility and likelihood of granting loans

● Determine all applicable metrics and set up debt payment plans

● Operated in compliance with law and regulations and adhered to lending compliance guidelines.

● Assisted coworkers with online and physical file audits Panda Express

Cashier/Front Counter Help Jun. 2016 - Feb. 2018

● Greet and welcome customers

● Make first impression on customer by building rapport

● Smiling and being professional

● Take a payment for service and enter into record at the end of the day when close out.

● Serve food

● Answer questions and concerns

● Count register beginning and end of shift

EDUCATION:

Provo Adult Education High School Diploma

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