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Customer Service & Operations with 4+ years in Insurance and Media
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Competencies
Handled daily client interactions, resolving inquiries efficiently and increasing user satisfaction.
Scheduled and optimized daily activities using CRM and calendar tools to improve process control.
Wrote and edited journalistic articles, transcribed audio, and conducted interviews for newspaper coverage.
Utilized various software including CRM, Help Desk, Microsoft Office, and Google Workspace for operational tasks.
Developed skills in resolving customer conflicts with empathy, boosting satisfaction levels.
Education
Languages
Summary
Experienced customer service and operations specialist with a background in insurance and journalism, adept at process optimization, client engagement, and effective communication.
Key Achievements
- Achieved 97% completion rate of internal processes through monitoring strategies.
- Surpassed KPIs by 93% via effective client follow-up and proactive communication.
- Enhanced payment process accuracy and speed by over 90% through transaction management.
Experience
Internal Operator / Customer Service Representative
Performed weekly follow-up of all internal operations with clients and insurers through a monitoring strategy, completing 97% of the processes., Managed the agenda of daily activities and payment schedules by CRM, Help Desk, and Google Calendar, contributing to the control and effectiveness of processes., Managed an average of 15-20 daily calls, in addition to emails and text messages, offering practical and personalized solutions to clients' needs, exceeding the Key Performance Indicators (KPIs) established by the Agency by 93%., Resolved 95% of inquiries on the first call, achieving a satisfaction score of 4.5/5 on over 50 weekly interactions., Processed an average of 10 - 15 transactions per day between installments, carrier payments, unearned Agency fees, and commissions, improving the speed and accuracy of payments by more than 90%., Contributed to the retention, loyalty, and return of clients by 60% through 'Wind Back' and 'Cross Sell' Campaigns using the existing resources of the Agency (CRM, Client Portfolio, and Database)., Developed skills in conflict resolution and customer management, prioritizing empathy and incrementing user satisfaction by 93%., Collaborated with the Agency's internal team to identify areas of improvement in operational processes and optimize customer service at 95%.
Journalist
Writing and editing of journalistic articles and reports., Audio transcription., Coverage of sources and interviews.