Alejandra Chavez
Petaluma,CA
Summary
Passionate and detail-oriented Member Experience Associate with 9+ years experience responding to all types of customer inquiries. Knowledgeable and dedicated customer service professional with extensive experience in the Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Licensed Member Experience Associate
AAA Northern California
10.2013 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answer incoming telephone calls with professional and knowledgeable responses
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Maintain up-to-date knowledge of branch policies regarding insurance, new protocols, training and changes within the company
- Promptly respond to general inquiries from members, staff, and clients via email, mail, and fax
- Serve as the company’s bilingual Spanish customer service
- Perform operational functions for AAA members (DMV, cashiering, domestic travel, sales support) with expectations for maintaining required service standards
- Responded to customer calls and emails to answer questions about products and services.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
GED -
Santa Rosa Junior College
06.2013
High School Diploma -
Napa Valley Adult School
09.2012
Skills
- Leadership Skills
- Broad knowledge of Property & Casualty Insurance
- Cash Register Operations
- Membership Sales and Service
- Auto Travel Sales & Service
- DMV Services
- Strong Computer Skills
- Conflict resolution
- Time management
- Organized
- Verbal/written communication
- Interpersonal skills
- Member Relations
- Customer Support
- Microsoft Office
- Interpretation and Translation
- POS Inventory System Operation
- Advising and Coaching
- Clear Verbal Communication Skills
- Inventory Tracking
- Training and Development
- Sales Productivity Tracking & Reporting
Certification
- Licensed in Property and Casualty Insurance
- Notary Commissioned
- Child Passenger Safety Tech
- Control Cashier DMV
- Team Talk Champion
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Licensed Member Experience Associate
AAA Northern California
10.2013 - Current
GED -
Santa Rosa Junior College
High School Diploma -
Napa Valley Adult School
Similar Profiles
Christian WarfordChristian Warford
Automotive Shop Manager at AAA Northern CaliforniaAutomotive Shop Manager at AAA Northern California
Kevin MitchumKevin Mitchum
Senior Insurance Service Agent at AAA Northern California, Nevada & UtahSenior Insurance Service Agent at AAA Northern California, Nevada & Utah
Joshua CarrollJoshua Carroll
Emergency Roadside Technician at AAA Northern California, Nevada & UtahEmergency Roadside Technician at AAA Northern California, Nevada & Utah
Adam MosbahiAdam Mosbahi
Volunteer at Petaluma Valley Hospital - Community Garden VolunteerVolunteer at Petaluma Valley Hospital - Community Garden Volunteer
LILIANA MUNOZ APARICIOLILIANA MUNOZ APARICIO
Certified Medical Assistant at Petaluma Health CenterCertified Medical Assistant at Petaluma Health Center