Remote Customer Service & Operations Leader

Beverly Villa

San Clemente, CA ***** 210-***-**** **********@*****.***

PROFESSIONAL SUMMARY Dynamic Remote Operations Lead & Customer Success Specialist with over 10 years of experience in high-volume virtual environments. Proven track record in Medicare sales, mortgage lending, and team supervision. Expert at managing remote queues, resolving complex escalations, and maintaining 95%+ client retention rates. Dedicated to exceeding KPI's while providing compassionate, world-class service.

CORE COMPETENCIES

• Remote Leadership: Agent Coaching, Performance Monitoring, On-boarding, Virtual Team Management.

• Customer Excellence: Escalation Resolution, CRM (Salesforce), Relationship Building, CSAT Optimization.

• Industry Expertise: Medicare/Health Insurance, Mortgage Loan Processing, Financial Services, Debt Negotiation.

• Technical Skills: Microsoft Office 365, Zoom/Teams, High-Volume Queue Management, Data Integrity.

PROFESSIONAL EXPERIENCE

TTEC Irvine, CA (Remote) Production Supervisor October 2024 – June 2025

• Led a remote team of agents, providing daily coaching and performance monitoring to ensure strict adherence to company service standards.

• Managed staff schedules, timecards, and performance reports, serving as the primary link between executive management and front-line support.

• Facilitated virtual one-on-one training and assisted in the hiring and onboarding of new remote agents.

• Resolved high-level customer escalations, implementing strategies that improved overall team efficiency and service quality.

e-Telequote Insurance San Antonio, TX (Remote) Licensed Medicare Sales Agent September 2018 – July 2024

• Managed 80+ daily inbound/outbound contacts in a fast-paced virtual call center, educating recipients on Medicare options.

• Consulted with clients to lower medical costs by identifying plans with optimized dental, vision, and wellness benefits.

• Consistently met and exceeded monthly sales quotas and closing ratios through active listening and sharp negotiation skills.

• Maintained long-term community relationships, turning one-time callers into "lifetime fans" through empathetic service.

Millennium (USAA Contractor) San Antonio, TX Mortgage Loan Specialist / VOE Team June 2016 – May 2018

• Processed 2nd mortgage liens and Home Equity loans, managing multiple software screens to ensure data accuracy.

• Completed 10–35 Verification of Employment (VOE) orders daily, maintaining strict compliance with income validation protocols.

• Handled loan servicing tasks including payment processing, check ordering, and general administration.

NACA (Non-Profit) San Antonio, TX Licensed Mortgage Loan Counselor August 2014 – May 2016

• Guided members through the end-to-end loan origination process, from initial budget development to final approval.

• Presented first-time home-buyer workshops to audiences of 100+ attendees, educating the community on affordable housing solutions.

EDUCATION & LICENSES

• Bachelor of Arts in Business Organization and Management Vanguard University of Southern CA

• Active Life & Health Insurance License TX-NPN-]

• Licensed Insurance Producer

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