Steven Sanchez
Sr. Customer Retention And Claims Specialist
Brookfield,IL
Summary
PROFESSIONAL PROFILE
Extensive sales proficiency coupled with creative ideas for client retention and sales. A licensed interpreter with over a decade in customer service, claims, sales, and client retention. Lead Team Claims Specialist at current and previous employer for take-overs to resolve pending or unapproved claims. Serve as liaison to remain in compliance per Service Agreements for management, co-workers, and clients. Interview and help place customer service representatives in the right position with the company, ensuring success by providing the right tools for personal growth. Train new hires in company process along with participating in daily scrums. Productive and efficient work habits without supervision. Self-motivator with high competitive energy.
Overview
17
17
years of professional experience
1
1
Certificate
1
1
Language
Work History
Sr. Customer Retention and Claims Specialist
Sky Auto Protection
Skokie, IL
03.2019 - Current
- Inbound and outbound high customer retention and customer loyalty
- Bilingual sales of Vehicle Service Contracts
- Provide exemplary service to all escalated customer communication needs
- Lead company claims escalations representative to resolve contested claims
- Quality assurance of sales process and Verification Compliance
- Train Junior CS Retention Representatives on Service Contracts terminology, customer payment process, and how to be a liaison for the client on fixing their vehicle
- Submit client reimbursement for claims payment, car rental, roadside, and lodging.
- Completed onsite Xactimate estimates with photos and narrative reports
- Implemented improvements in manual and electronic billing procedures
Sr. Customer Retention and Claims Specialist
Endurance Warranty Services
Northbrook, IL
06.2011 - 03.2019
- Inbound high customer retention loyalty
- Sales takeovers, sales support, and customer verifications per VPA regulations
- Assist claims department stay compliant with VPA regulations
- Monitored calls for quality assurance
- Trained and mentored new employees for direct client interaction
- Worked closely with past administrators as the company transitioned from broker to administrator
- Collaborate with claims department, finance departments, parts distributors, and the repair facility to resolve customers’ communicated needs.
Beverage Manager
World Market
Chicago, IL
01.2005 - 01.2011
- Provide quality service to achieve excellence in customer service
- Build positive relationships with distributors to achieve efficient operations
- Work with upper management to reach World Market’s strategic plan
- Organize in-store wine tastings utilizing sales techniques to generate higher sales
- Access inventory needs and place re-stock orders based on sales forecasting
- Take delivery of weekly shipments received from multiple distributors and verify accuracy of shipment
- Review purchase order invoices for accuracy and inventory management
- Proficient in Microsoft Office and Excel Google Docs
- Inventory and data entry management
- Sales and Pricing Strategy Budget Plan
- Executive presentations
- Customer communications
Education
Some College (No Degree) - General Studies
Harry S. Truman
Chicago, IL Skills
Medical/ Legal/ Education terminology knowledge
undefinedCertification
Certified Licensed Spanish Interpreter
Timeline
Sr. Customer Retention and Claims Specialist
Sky Auto Protection
03.2019 - Current
Sr. Customer Retention and Claims Specialist
Endurance Warranty Services
06.2011 - 03.2019
Beverage Manager
World Market
01.2005 - 01.2011
Some College (No Degree) - General Studies
Harry S. Truman
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