Alejandro Torres Velázquez
Katy,TX
Summary
Highly skilled Service Manager with relevant background in leading customer-focused teams and implementing effective service strategies. Strong managerial capabilities, including team leadership, problem-solving skills, and a keen ability to multitask under pressure. Demonstrated success in improving customer satisfaction levels, streamlining operations, and fostering positive work environments. Diligent professional with many years of experience maintaining seamless business operations. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional skills in inventory management, loss prevention, and vendor negotiation.
Overview
6
6
years of professional experience
Work History
Licensed Insurance Service Manager
State Farm
Katy, TX
01.2022 - Current
- Provides Financial and Insurance Review for client's policies (auto, home,life and health)
- Assists with claim's follow-ups and communicates with the Underwriting department on interpretation of the policies and possible corrective actions to stop cancellations
- Provides training to new hires in the State Farm Systems
- Communicates directly with the company's Agent on corrective actions or concerns coming from employees or the clients
- Takes and delivers around 50 calls a day in both English and Spanish from clients and internal peers asking for policy changes
- Led the recruitment and hiring process for new service department staff.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Utilized technology to streamline service operations and improve customer experience.
Bilingual Customer Service Representative
Concentrix
01.2021 - 12.2021
- Answers over fifty inbounds calls on daily basis to address customers' concerns regarding the company's products
- Follows up on products that are discontinued and informs supervisors as required
- Reviews customers' feedbacks and concerns on the purchased products and takes corrective actions following the company's protocols
- Provides guidance to customers on the product's instructions in both English and Spanish
- Performs other duties as assigned
Bilingual Customer Service Specialist
Booking.com
01.2019 - 12.2020
- Answered inbound calls to address customer concerns regarding their reservations
- This included: last minute relocations that satisfied the customer's expectations, reviewed payment issues, provided corrective action recommendations to address the mistakes made through the platform
- Ensured an excellent customer service experience with a positive attitude and effective solutions to make the customer feel as the company's priority
Education
Insurance General Lines Property And Casualty -
Texas Department of Insurance
01.2022
Insurance General Lines Life And Health -
Texas Department of Insurance
01-2022
Academic Upgrading Program -
George Brown College
Toronto01.2017
Information Technology (IT) -
Martires de Giron College
Havana, Cuba01.2011
Skills
- Fluent in Spanish
- Fluent in English
- Web programming
- HTML
- Knowledge of inner workings of a computer
- Team player
- Follows instructions
- Punctual
- Organized
- Responsible
- Professional attitude
- Time management
- Staff supervision
- Goal oriented
- Problem-solving
Timeline
Licensed Insurance Service Manager
State Farm
01.2022 - Current
Bilingual Customer Service Representative
Concentrix
01.2021 - 12.2021
Bilingual Customer Service Specialist
Booking.com
01.2019 - 12.2020
Insurance General Lines Property And Casualty -
Texas Department of Insurance
Insurance General Lines Life And Health -
Texas Department of Insurance
Academic Upgrading Program -
George Brown College
Information Technology (IT) -
Martires de Giron College
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