Anabela R Pacheco
East Providence
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
31
31
years of professional experience
Work History
Client Service Representative
Bank Of America
10.2019 - Current
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Insurance Sales Agent
Amica Insurance
02.2008 - 09.2019
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Developed sales strategies to increase sales of insurance policies.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Educated clients on insurance policies and procedures.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Calculated premiums and established payment methods for sales.
- Generated leads through cold-calling, networking and other outreach methods.
- Evaluated competitors' products and services to gain competitive advantage.
- Generated quotes and proposals for clients to match individual needs.
Senior Insurance Sales Representative
Metlife
02.1993 - 02.2008
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints, and promote new offerings.
- Developed exceptional interpersonal, speaking and listening skills from talking with both customers and upper management.
- Reached out to prospective leads through cold calling, applying variety of established selling methods.
- Increased profitability and built sales pipeline by leveraging multiple marketing channels and sales techniques.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Increased customer satisfaction ratings by successfully resolving challenges.
- Overcame various obstacles and closed sales on tough deals using strong negotiation and persuasion skills.
Education
Associates - Administrative Assistance And Secretarial Science
Sawyer School - Pawtucket
Pawtucket, RI06.1983
High School Diploma -
William E. Tolman High School
Pawtucket, RI06.1982
Skills
- Active Listener
- Calm under pressure
- Conflict mediation
- Work well dependently and independently
- Communication skills
- Organizational skills
- Computer skills
- Multi-tasking
- Customer Service
- Attentivenesss
- Call Center Operations
- Reading Comprehension
- Problem-Solving Ability
Accomplishments
- Graduated from becoming a Certified Nursing Assistant in the year 1992.
- Assisted in training of Insurance Agents
- Top Sales Representative from 1994 - 1999 at Metlife
Languages
Portuguese
Native or Bilingual
Timeline
Client Service Representative
Bank Of America
10.2019 - Current
Insurance Sales Agent
Amica Insurance
02.2008 - 09.2019
Senior Insurance Sales Representative
Metlife
02.1993 - 02.2008
Associates - Administrative Assistance And Secretarial Science
Sawyer School - Pawtucket
High School Diploma -
William E. Tolman High School