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Professional Summary

Customer Service Professional highly skilled in call center and retail operations. Strengths include providing exceptional customer service through active listening and problem solving skills in a high call volume environment. Experience includes call center operations and retail management. I currently hold a Property and Casualty Insurance License.

Work History
Licensed Insurance Agent, 04/2018 to 08/2019
Liberty Mutual InsurancePlano, TX
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Upsold additional products and services after identifying customer needs and requirements.
  • Conducted annual reviews of existing policies to update information.
  • Attended continuing education courses and workshops to gain additional insurance industry knowledge.
  • Provided coverage option information to assist clients in protecting assets.
Customer Support Supervisor, 01/2014 to 02/2018
Nerium International LLCAddison, Texas
  • Supervised a group of 10-18 Customer Service Representatives.
  • Assumed ownership over team productivity and manage workflow to meet or exceed quality service goals.
  • Implemented useful tools to assist Customer Service Representatives with company processes and areas of opportunities.
  • Trained staff on operating procedures and company services.
  • Conducted motivating coaching sessions to increase performance.
  • Monitored inbound calls and provide real- time feedback to increase customer satisfaction.
  • Analyzed working rate, hold time, and handle time to monitor Customer Service Representatives performance and productivity.
  • Conducted annual performance reviews for all Customer Service Representatives.
  • Prepared reports and communicate Customer Service Representatives performance to the Sr. Support Manager.
  • Addressed and resolve customer escalations empathetically and professionally.
  • Referred unresolved customer escalations to designated departments for further research.
Senior Customer Service Representative, 09/2012 to 10/2013
RealManage - Dallas/Fort WorthCarrollton, Texas
  • Assisted Homeowners with managing their accounts and processing payments with their Home owners association.
  • Educated Homeowners of the benefits of the Home owners association.
  • Issued and processed amenity passes for residents.
  • Resolved delinquent accounts by educating Home owners on the Texas Statutory payment plan.
  • Informed Community Association Manager of urgent property issues such as a flood, fire, or natural disaster.
  • Partnered with Supervisor to train on-boarding advisors.
Customer Support Representative, 09/2011 to 10/2012
PFSwebDallas , Texas
  • Answered an average of 90 calls per day by addressing customer inquiries, solving problems and providing product information.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and providing one call resolution.
  •  Diffused volatile customer situations calmly and courteously.
  • Met or exceeded metrics and quality standards every review period.
  •  Accurately documented, researched and resolved customer service issues.  
Lead Sale Associate, 05/2010 to 06/2011
Dillards Frisco , Texas
  • Operated a cash register for cash, check and credit card transactions with accuracy.
  • Priced merchandise, stocked shelves and took inventory of supplies.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • Maintained established merchandising standards, including window, sales floor and promotional displays.
  • Worked with the management team to implement the proper division of responsibilities.
  • Alerted customers to upcoming sales events and promotions.
  • Identified potential shoplifters and alerted management.
  • Mentored new sales associates to contribute to the store's positive culture.
Department Manager Women Apparel , 05/2007 to 03/2009
BelkNacogdoches, Texas
  • Managed staff of 6-10 sales associates.
  • Assigned employees to specific duties to best meet the needs of the store.
  • Scheduled and led store meetings for all employees.
  • Instructed staff on appropriately handling difficult and complicated sales.
  • Interviewed job candidates and made staffing decisions.
  • Counted cash drawers and made bank deposits.
  • Examined merchandise to verify that it was correctly priced and displayed.
  • Increased profits through effective sales training and troubleshooting profit loss areas.
  • Reported to thegeneral regarding all store and staff issues.
  • Conducted store inventories twice a year.
Education
Bachelor of Arts: Early Childhood Education Stephen F. Austin State University - Nacogdoches, TX
Associate of Arts: Coursework in General Studies Lon Morris College - Jacksonville Texas
     
Skills
  • Familiarity with Key Performance Indicators (KPIs)
  • Ability to Lead and Motivate Team Members
  • Strong Time Management and Organizational Skills
  • Strong Written and Oral Communication Skills
  • Customer-Focused
  • Strong Analytical Skills
  • Presentation Skills
  • Proficient in Microsoft Office including Excel
  • Insurance product expertise
  • Property insurance
  • Policy renewals
  • Auto insurance
This resume is created in 7 minutes.
Professional Summary
Ambitious professional with diverse background in management, customer service and sales. Specializing in world-class service, customer satisfaction, productivity and team management. Effective in face to face, online and telephone interaction with customers across many industries.
Skills
  • People-oriented
  • Relationship development
  • Effective communicator
  • Flexible and adaptable
  • Organized multitasking
  • Self-motivated
  • Critical and creative thinking
  • Proficient in MS Office
Accomplishments
  • Received three promotions within one year, from entry level to executive, during my career with Villalon Callis Pediatric Dentistry & Orthodontics 
  • Increased Villalon Callis new patient base by 56% over six month period as PR Manager - New Patient Coordinator 
  • Boosted Savage Concepts customer satisfaction ratings by 20% by developing new processes and improving work flow
  • Successfully transitioned the bank branch through two major corporate mergers while upholding an outstanding 93% customer satisfaction rating throughout my career in bank management 
Work History
08/2018 to Current Contractor - SCI - Supply Chain Adroit Partners | Houston, TX
  • Work with internal and external support teams to resolve issues with bronze marker storage project
  • Conduct outgoing calls to existing clients in order to finalize pre-need contract
  • Create customized bronze marker designs and effective service solutions to clients
02/2018 to 06/2018 Director of New Patient Experience Kidstown Dental | Katy, TX
  • Handle new patient experience from the first scheduling phone call to their appointment in the office.
  • Achieved a record high of 166 new patients in one month for the practice.
01/2017 to 01/2018 Manager of Public Relations - New Patient Coordinator Villalon Callis Pediatric Dentistry & Orthodontics | Sugar Land, TX
  • Manage the expansion of the dental practice by developing relationships and growing the new patient base 
  • Plan marketing campaigns using website, social media, mailers, email and advertisements
  • Built alliances in the area surrounding the practice while giving the doctor and the office an excellent reputation out in the community and creating goodwill
  • Speak at school assemblies to educate children about oral health through dental presentations
07/2014 to 01/2017 Account Manager Savage Concepts | Houston, TX
  • Directly support CEO in managing project work flow such as scheduling, budgeting, accounts payable / receivable, data entry and reporting 
  • Maintain open communication with vendors to ensure project deadlines are met
  • Serve as account manager for completed projects to ensure continued client satisfaction
01/2013 to 01/2014 Travel Counselor Vacations To Go | Houston, TX
  • Travel agent specializing in planning and booking cruises for high volume inbound call center
  • Payment processing, invoicing and complete management of the customer's vacation
  • Proactive communication with vendors to maintain highest level of customer service and satisfaction
07/2012 to 11/2013 Licensed Insurance Agent Aflac | Katy, TX
  • B2B outside sales to promote Aflac voluntary benefits to business owners and acquire accounts
  • Conduct group work site presentations and individual consultative employee enrollments
  • Complete fiscal and operations management as an Independent Agent
12/2004 to 07/2012 Branch Manager - Assistant Vice President Wells Fargo Bank | Katy, TX
  • Manage all aspects of a multi-million dollar financial center operation including sales, customer service, staffing, and compliance 
  • Ensure compliance with federal and state regulations, as well as company policies and procedures
  • Supervise the hiring, staffing, training and coaching of a team of 13 employees
  • Oversee and exceed monthly, quarterly and annual sales goals, customer satisfaction ratings and fiscal performance
Education
1994 High School Diploma Katy High School, Katy, TX
This resume is created in 7 minutes.
Professional Summary

Career history of budget-minded resourcefulness in the scrupulous 

planning, coordination, and support of daily operational functions in 

highly confidential environments. 

Skills
  • Property, Operations, and Project management expertise
  • Interior design and staging / Wardrobe and Prop styling
  • Sales development (SDR), Account executive (AE)
  • Customer needs assessment / Process improvements
Experience
09/2003 - Current Short-Term Rental Owner/Property Manager REAL ESTATE INVESTOR | Los Angeles, CA

 

  • Utilizing expertise in customer service, purchasing, marketing, and advertising, while maintaining full occupancy in over 5,000 square feet since '03
  • Full-service tenant relations management from A-Z 
  • Operate profitable short-term rental business earning "Super Host" status after 6 months with no lapse in maintaining that foothold 
  • Interior design expertise consistently bolsters rental income by over 20% of competitors' going rates
06/2017 - 07/2018 Licensed Insurance Agent NEW YORK LIFE INSURANCE CO. | Glendale, CA


  • Established potential client base from zero to over 350 in one year utilizing expertise in: customer relations (networking), sales, marketing, and advertising all managed via Salesforce
  • Ran Child Safety ID / Information booths at various community events
  • Coordinated volunteer effort for million dollar fundraising gala through the New York Life Foundation
This resume is created in 7 minutes.
Summary
Results driven, adaptable Licensed Insurance Sales Agent accomplished in sales, and call center customer service seeks position in management. Exceptional organization, time management and team building skills. Current Series 6 license.
Skills
  • Persuasive communication expertise
  • Self-motivated
  • Natural leader
  • Complex problem solver
  • Organized
  • Extensive knowledge of Medicare 
Experience
Optum, Inc. Minneapolis, MN Licensed Insurance Agent 06/2010 to Current

Telecommuting AARP Medicare supplements/part D sales agent with active licenses in all 50 states (Georgia primary license). Self-disciplined with a passion for peer-coaching. Comfortable with technology and trouble shooting. 

  • Exhibits extensive knowledge of Medicare supplements and Part D options.
  • Demonstrates exceptional customer service while clearly explaining Medicare options to clients based on their needs and goals.
  • Consistently meets or exceeds company sales expectations. 
  • Promotes client retention through high-quality service and follow through.
  • Meticulous in data entry and paperwork processes.
  • Actively engages in peer coaching by providing positive feedback to active agents.
  • Guided new hires in best practices training efforts by engaging in company roving practices.
  • Facilitated Medicare refresher courses during team meetings.
Optum Minneapolis, MN Customer Service Agent 06/2009 to 06/2009
Effectively assisted policyholders in the maintenance and service of Medicare Advantage and Medicare Part D plans. 
  • Recognized for frequently going above and beyond in the provision of customer service.
  • Coordinated with other departments to assist, clarify and rectify customer issues.
  • Processed customer payments.
  • Provided customers with accurate and detailed benefits and claims information.
  • Steered team members to customer service best practices.
Education and Training
Education 2005 NCCC, Bethlehem, PA
Liberal Arts 1991 LCCC, Schnecksville, PA
Chemistry 1990 California University of Pennsylvania, California, PA
College Prep 1989 William Allen High School, Allentown, PA
This resume is created in 7 minutes.
Professional Profile
Client-focused sales representative successful at developing leads and analyzing market trends to increase revenue and meet sales goals. Offering strong communication and quick thinking skills. Works effectively on teams, as well as independently in fast-paced environments. 
Skills
  • Exceptional customer service
  • Microsoft Office, Excel, PowerPoint proficiency
  • Energetic and very organized
  • Quick learner
  •  Strong verbal communication
  • Fluent in Spanish (reading, writing and speaking skills).
  • Excellent interpersonal skills.
Experience
Sales and Customer service management
Oakland Park , FL
Imedtech Corp/ Feb 2017 Medical equipment and services sales. Cold-called prospective customers to build relationships. Maintained productive relationships with existing customers through exceptional follow-up after sales and great customer service. Generated high volume of referrals and new sales by creative marketing as part of the sales objective.   
Licensed Insurance Agent
Coral Springs, FL
Broward Insurance Solutions/ Aug 2015 to Feb 2017 Retained 80% of policyholders during the annual renewal period. Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage. Processed applications, payments, corrections, endorsements, and cancellations. Developed, implemented and monitored new underwriting guidelines for the agency. Prepared necessary paperwork to process insurance sales and renewals. Pursued continuing education and training programs to continue professional development.  
Cashier
Coral Springs, FL
Dollar Tree, Inc/ Aug 2014 to Current
Cashier
Coral Springs, FL
Dollar Tree Store/ Aug 2014 to Aug 2015
  • Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Consistently received positive feedback from guests.
  • Customer Interface Greeted customers upon entrance Assisted customers over the phone regarding store operations, product, promotions, and orders.
cashier
Margate, FL
International Supermarket/ Nov 2013 to Feb 2014
  • Multi-tasking cashiering with two cash registers at once in tandem to maximize customer flow.
  • Monetary Transactions Sales, customer service, , coordination of production and processes,.
INVERNADEROS TOP GREEN S.C DE R.L, Puebla Mar 2013 to Sep 2013
  • Customer service, sales wholesale to distribution channels, market development in the state of Puebla, care suppliers and monitoring of production and processes.
  • Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers.
  • Up-sold products and motivated customers to upgrade current product plans.
Mar 2013 to Sep 2013
  • Sales, customer service, coordination of production and processes.
Administrator
Puebla, Mexico
Nov 2012 to Feb 2013
  • Management of sales staff and customer service, inventory control, payroll, numerous electronic deposits and employee pay adjustments.
  • Handled guest complaints and maintained a positive shopping experience for customers.
  • Receptionist and legal file responsible, NOTARIA 49, Puebla, Mexico, May 2012 to October 2012.
  • Entered of legal data into the company database to be verified and reconciled,drafted documents for internal meetings, managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
  • Verified that information in the computer system was up-to-date and accurate.Developed and created a more effective filing system to accelerate paperwork processing.
Administrator
Puebla, Mexico
Invernaderos TOP GREEN S.C de C.V San Pedro Cholula/ Nov 2012 to Feb 2013
Receptionist and legal
Puebla, Mexico
LA PICCOLINA San Pedro Cholula/ May 2012 to Oct 2012
Accounting Assistant
Puebla, Mexico
BRICK uniformes/ Jan 2012 to May 2012
  • Entered financial data into the company accounting database to be verified and reconciled , responsible for billing processes.
Accounting Assistant
Puebla, Mexico
BRICK UNIFORMES Puebla/ Jan 2012 to May 2012
Accounting Assistant
Grupo Fuentes Farias, Puebla Mexico Jun 2011 to Dec 2011
  • Entered financial data into the company accounting database to be verified and reconciled.
Accounting Assistant
Puebla, Mexico
Grupo Fuentes Farias San Andres Cholula/ Jun 2011 to Dec 2011
Education and Training
High School Diploma Coral Glades High School 2014 Coral Springs, FL, USA
Coursework in accounting, management, economics, marketing,commercial law and Public Relations. ( Puebla, México 2013 ) Practical math skills Academic achievements and recognitions as a straight student.
Associate of Arts: International Relations International Relations
Public Policy and Administration BROWARD COLLEGE Coconut Creek, FL, USA Public Policy and Administration
Skills
Academic, accounting, billing, cash registers, cashiering, interpersonal skills, credit, Customer service, database, debit, economics, filing, financial, inventory control, law, legal, marketing, market development, math, meetings, Excel, Microsoft Office, PowerPoint, Multi-tasking, payroll, processes, Public Relations, speaking, Quick learner, reading, Receptionist, Sales, Spanish, tandem, telephone, phone, upgrade, verbal communication skills
This resume is created in 7 minutes.
Professional Summary

I have recently relocated from Florida back to my hometown of Fort Wayne. I am a skilled operations manager with a background in various industries related to manufacturing and construction.  I am an all around team player, loyal and looking out for the companies best interests. 


I bring along valuable experience in project estimating, time/cost management, scheduling, purchasing, budgets, inventory control, product specifications, technical research, report writing, preparing proposals, and conflict resolution.  


I have provided purchasing and inventory control on projects including but not limited to: 

  • Automotive dealership new construction projects
  • Residential new construction and complete remodels
  • Concrete restoration for residential high-rises, including balconies, roofs, and structure
  • Electrical contracting estimating and bidding for commercial and institutional new construction and remodels
  • Municipality Convention Center remodel purchasing and inventory control


I am an excellent communicator, both verbally and written.  With an expert knowledge of computer programs from word processing and spreadsheets to software such as MS Projects and BuilderTrend I am adaptable to what processes are in place, as well as able to implement new applications and software. I am well dressed, clean cut, and very articulate. I understand clearly economics and finance, seeing the big picture on a project to maintain profitable margins. Extensive product research and comparison while building relationships with vendors and suppliers is second nature to me. I am able to find the best quality products for the job, and get the best price. I can see the purchasing process through from beginning to end. I am eager to learn and share and adaptable to change. I can control inventory and predict timelines for projects and projected work ahead.  I am a natural born negotiator adept at conflict avoidance, and when necessary, conflict resolution.

Skills
  • Communication
  • Conflict Avoidance and Resolution
  • Product Research
  • Product Specs
  • Negotiation
  • Cost Analysis
  • Bidding and Proposal Writing
  • Report/Policy Development
  • Project Management
  • Experienced
Work History
Project Manager, 06/2012 to 01/2018
Sky Tek, LLC Florida
  • Provided sub-contracted Project Management services to contractors and Engineers in South Florida from Miami to Vero Beach.
  • Project/Purchasing manager for large automotive dealership new construction and remodels.
  • Product research and specification, purchasing, and inventory project manager for structural engineering firms conducting multi-million dollar budget high-rise concrete and window restorations.
  • Provided purchasing and project management for residential and commercial remodels.
  • Provided property management/contractor oversight for multi-million dollar ocean front estate remodels.
  • Provided year round comprehensive estate management for seasonal residents.
Licensed Insurance Agent, 01/2000 to 06/2012
Collier Legacy Planning Fort Wayne , IN

Licensed life and health insurance agent. Analyzed clients insurance needs to develop plans to provided needed insurance. Assessed their retirement portfolios to determine risks and provide products to mitigate them.  Assisted hundreds of clients in Fort Wayne and surrounding communities.

This resume is created in 7 minutes.
Professional Summary
Well-trained and accomplished sales person with experience in a variety of different sales atmospheres. Highly effective and knowledgeable in providing outstanding guest satisfaction while delivering results. Seeking a position in a fast-paced environment where customer relationships can be built and lofty goals can be achieved.
Skills
  • Outstanding interpersonal communication skills
  • Excellent leadership ability
  • Ability to multi-task under pressure
  • Customer service
  • Personable and customer oriented
  • Experienced sales person consistently meeting sales goals
  • Attention to detail
  • Experienced in POS & MRM software, Microsoft suite and Power point
Work History
AAA Licensed Insurance Agent//Independence, OH//June 2017 to Current - Represent dozens of current and prospective members with outstanding service and support on a daily basis, making sure clients needs are sufficiently met
- Top five department sales agent selling 40-50 various insurance policies on a consistent month-to-month basis
- Assist in training process for incoming agents
- Conduct full underwriting assessments with current and potential AAA members for their personal insurance needs
- Collect, analyze and validate all agency commissions
- Evaluate the accuracy and quality entered into the agency management system
Palm Beach Tan Assistant Manager//Strongsville, OH//April 2014 to June 2017 - Worked along side district manager to ensure successful and proper business operations on a day-to-day basis
- Provided exceptional customer service
- Assumed managerial role upon temporary absence of manager
- Successfully promoted and sold store merchandise, meeting and exceeding sales goals
- Present in weekly meetings to ensure the highest quality customer service
Education
Bachelor of Arts - Managerial Communications Cleveland State University// Cleveland //2021
Certifications
Licensed Insurance Agent