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Security and Customer Service Professional with 10+ years of diverse experience
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Competencies
Provided client support and processed insurance claims across multiple sectors, ensuring customer satisfaction and compliance.
Managed site security, monitored surveillance systems, and trained staff on security protocols in a data center environment.
Utilized Excel, Outlook, Word, and Teams for daily communication, documentation, and operational management.
Communicated effectively in English and Spanish, supporting diverse client and team interactions.
Led and supported teams, de-escalated customer issues, and promoted positive resolutions in demanding environments.
Education
Languages
Summary
Experienced professional specializing in security operations, client service, and claims processing with a history of supporting diverse industries. Bilingual in English and Spanish, adept at managing sensitive information, leading teams, and ensuring operational excellence.
Key Achievements
- Led security operations at a data center, overseeing site access, surveillance, and staff training, ensuring compliance and safety.
- Handled sensitive client data and processed claims for insurance and travel companies, maintaining accuracy and confidentiality.
- Supervised escalations at an auto insurance firm, de-escalating customer concerns and enhancing client satisfaction.
Experience
Head of Security
Manage all site access including permissions, devices, and employee credentials, Monitor and operate camera systems and site surveillance, Train staff on security protocols and emergency response, Handle key control and maintain critical operational data, Oversee the flow of all equipment,...
Policy Services Agent
Handled sensitive client policy information including beneficiary arrangements and payment modifications, Provided accurate and timely updates to life insurance policy records, Assisted clients with inquiries regarding coverage details, terms, and documentation
Travel Claims Handler
Filed and processed new travel insurance claims for UK-based policyholders, Followed up with clients and third parties regarding pending documentation, Reviewed and adjusted claims for wear and tear, deductibles, and policy coverage, Handled and evaluated medical claims documentation, Authorized...
Customer Service Agent
Supported clients with vehicle rental procedures and issue resolution, Provided billing explanations and coordinated with branch offices
Claims Representative → Escalations Supervisor
Filed new auto insurance claims and provided regular status updates to clients, Assisted Spanish-speaking customers by translating claim information and documentation, Promoted to supervisor line for escalated Tier 1 cases, De-escalated customer concerns and clarified claim processes and product...
Banking Support Representative
Provided online and phone-based assistance to banking customers, Resolved issues related to accounts, transactions, and debit cards, Verified credit availability and eligibility for customers, Issued new credit cards and assisted with card activation and support