Ana Duran
Mesa,AZ
Summary
Customer care professional with proven history of enhancing customer satisfaction and addressing inquiries efficiently. Focused on team collaboration and achieving positive outcomes, adaptable to changing needs. Skilled in communication and conflict resolution.
Overview
18
18
years of professional experience
Work History
Real Estate Agent
Realty One Group
10.2018 - Current
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Conducted comprehensive market research to provide clients with accurate information on current trends and pricing strategies.
- Successfully managed multiple offers for sellers, securing the best possible outcome in each situation.
- Resolved client concerns related to home purchases to maintain high satisfaction ratings.
Third Party Agent
Sears Customer Care Network
11.2010 - Current
- Assist American Home Shield when needed
- Help Mentor new hire classes in training and nesting
- Consistently meet my Quality, Adherence and Attendance goals
- Coach new hire agents on how to follow our call model by y-jake
Back Office Lead Medical Assistant
Movement Disorders Center
04.2012 - 08.2018
- Performed medical records management, including filing, organizing and scanning documents.
- Provided exceptional customer service to patients while addressing their concerns with empathy and professionalism.
- Managed the efficient flow of medical supplies by monitoring inventory levels, placing orders when necessary, and organizing storage areas systematically.
Quality Assurance Specialist
Sears Customer Care Network
05.2008 - 02.2012
- Monitored and scored 85 to 95 calls a week
- Provided feedback to associates after every call
- Ability to coach peers in a manner that is well received by all personalities
- Improved agents quality scores from a 1 rating to a 5 rating by consistent coaching/feedback
Tracking Specialist
Sears Customer Care Network
06.2010 - 10.2010
- Tracked Delivery Drivers route to insure we met customers two hour window for delivery
- Worked very closely with our MDO and Carriers
- Held small group classes to improve our site quality
- Continued quality training with our new hires while in training and once again in nesting
Home Delivery Specialist
Sears Customer Care Network
11.2007 - 05.2008
- Mentored all new hire training class to help improve efficiency and coach on the following processes appropriately
- Coached ROR delivery agents on quality by behaving them y-jake and hear the way I follow the call model
- Consistently sought out by peers to develop and answer questions
- First delivery class to hit the floor in Tempe
Teleservice Representative
Sears Customer Care Network
05.2007 - 11.2007
- Average a 5 rating in Service Smart Sales
- Consistently met or exceeded Average handle time goals
- Contributed to developing team contests
- Coached teleservice agents on quality by having them y-jack with me
- Always accountable/dependable in adherence and attendance
Insurance Agent
Oasis Insurance
10.2006 - 03.2007
- Assisted customers in finding the best policy that would fit their needs
- Helped promote Oasis insurance by handing out flyers to bring more business to the company
- Would call of my customer to remind them of their first payment to their policy
- I would be in charge of listening to our Spanish voice messages we had and follow through
- I assisted customer with their insurance claims by calling the agency for them
- Worked together with many car dealerships to make sure customers had insurance after purchasing their vehicle
Education
Real Estate License -
Arizona School of Real Estate & Business
Mesa, Arizona10-2013
High School Diploma -
Mesa High School
Mesa, AZ05-2003
Skills
- Strong organizational skills
- Excellent teamwork
- Highly professional
- Works well independently
- Client-oriented
Languages
English
Spanish
Timeline
Real Estate Agent
Realty One Group
10.2018 - Current
Back Office Lead Medical Assistant
Movement Disorders Center
04.2012 - 08.2018
Third Party Agent
Sears Customer Care Network
11.2010 - Current
Tracking Specialist
Sears Customer Care Network
06.2010 - 10.2010
Quality Assurance Specialist
Sears Customer Care Network
05.2008 - 02.2012
Home Delivery Specialist
Sears Customer Care Network
11.2007 - 05.2008
Teleservice Representative
Sears Customer Care Network
05.2007 - 11.2007
Insurance Agent
Oasis Insurance
10.2006 - 03.2007
Real Estate License -
Arizona School of Real Estate & Business
High School Diploma -
Mesa High School