Albert Rocha
San Antonio,TX
Overview
37
37
years of professional experience
Work History
Senior Customer Care Advocate
Best Buy Health Lively
San Antonio, Texas
11.2019 - Current
- Answered customer inquiries via phone, email, and online chat.
- Provided technical support to customers regarding product usage and troubleshooting issues.
- Resolved customer complaints in a timely manner while maintaining high levels of customer satisfaction.
- Assisted customers with product selection based on their needs and preferences.
- Participated in team meetings to discuss new initiatives and ideas for enhancing the overall customer experience.
- Provided guidance and training to junior Customer Care Advocates when necessary.
- Handled billing inquiries accurately and efficiently according to company policy.
Senior Policy Service Representative
United Services Automobile Association, USAA
San Antonio, Texas
08.1987 - 11.2024
- Provided customer service to policyholders, responding to inquiries regarding billing and coverage information.
- Developed relationships with insurance providers in order to ensure accurate and timely processing of claims.
- Maintained up-to-date records of all policies and claims, ensuring accuracy and compliance with regulations.
- Researched discrepancies between policyholder information and insurer's database entries, resolving any issues promptly.
- Identified cross-selling opportunities among existing customers.
- Increased sales through consultative sales approach and focused relationship building with new and existing policy holders.
Online Customer Service Banker
Wells Fargo
San Antonio, Texas
10.2015 - 11.2019
- Assisted customers with opening new accounts, completing deposits and withdrawals, and setting up online banking services.
- Provided customer service to bank patrons by answering questions about products and services.
- Identified opportunities to cross-sell bank products and services to existing customers based on their needs.
- Educated customers on how to use digital banking platforms such as mobile apps or internet banking portals.
- Performed special services for customers, ordering bank cards and checks.
- Assist customer in accessing their online account or resetting their passwords.
- Always exceeded the weekly sales quota by 30%
Insurance Sales
Paul Harris Agency Metlife
San Antonio, Texas
11.2006 - 03.2015
- Generated leads through cold calling, networking, referrals, and other marketing initiatives.
- Developed and implemented new insurance sales strategies to increase customer base.
- Ensured compliance with applicable laws and regulations governing insurance sales practices.
- Cold called potential customers to offer them an auto insurance quote.
- Maintained a comprehensive knowledge of state laws governing personal insurance sales practices.
- Tracked sales data and analyzed trends to identify potential areas of improvement.
- Exceeded sales goals by 40%
- Developed strategic sales initiatives to pitch products and services.
Education
High School Diploma -
Edgewood High School
San Antonio, TX06-1987
Skills
- Call center experience
- Complaint Handling
- Follow-up skills
- Customer Service
- Customer Retention
- Licensed Insurance Agent
- Sales Quota Achievement
- Cold-calling
- Contract review and analysis
- Data Entry
- Product Knowledge
- Reading Comprehension
- Sales expertise
Languages
English
Professional
Spanish
Limited
Timeline
Senior Customer Care Advocate
Best Buy Health Lively
11.2019 - Current
Online Customer Service Banker
Wells Fargo
10.2015 - 11.2019
Insurance Sales
Paul Harris Agency Metlife
11.2006 - 03.2015
Senior Policy Service Representative
United Services Automobile Association, USAA
08.1987 - 11.2024
High School Diploma -
Edgewood High School