Angelina Dubon Arroyo
Valdosta,GA
Summary
Organized leader known for enhancing team efficiency and fostering a positive work environment. Successfully drives operational improvements through effective employee mentoring and strategic problem-solving. Demonstrates strong communication and time management skills to support customer satisfaction in high-volume settings.
Overview
7
7
years of professional experience
1
1
Certification
Work History
CRM-Specialist
Snapshot (Seguros)
01.2025 - Current
- Acquired expertise in Progressive's offerings to enhance customer assistance.
- Achieved consistent performance in high-volume contact center, managing multiple inquiries.
- Resolved customer issues and managed multiple tasks during calls to ensure satisfaction.
- Experience servicing a complex product requiring specific expertise and knowledge.
- Coordinated with IT department to troubleshoot system issues promptly.
- Assisted in developing training materials and conducting user training sessions for new employees on how to use the CRM system effectively.
- Identified needs of customers promptly and efficiently.
- Studied Progressive's underwriting methods to ensure compliance and accuracy.
- Demonstrated success in a team environment.
- Ability to navigate the internet and company intranet to search for answers and information.
- Applied time management techniques to prioritize tasks and meet deadlines.
- Reviewed documentation to determine eligibility for various assistance payments.
- Assisted in resolving client inquiries and addressing concerns related to payments.
Supervisor
AAFES Exchange
Georgia
01.2019 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Achieved results by working with staff to meet established targets.
- Monitored workflow to enhance employee time management and support productivity improvements.
- Maintained compliance with company policies, objectives, and communication goals.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed effective improvement plans in alignment with goals and specifications.
- Recommended improvements to business systems and procedures.
- Assessed staff performance and coached individuals to address identified inefficiencies.
- Resolved customer complaints and adjusted policies to align with evolving needs.
- Solicited customer feedback to identify and improve on areas of weakness.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Ensured secure access to the store as key holder
CRM-SVCS
Progressive Insurance Co
01.2024 - 01.2025
- Develop and execute strategies to improve first-call resolution rates and customer loyalty.
- Developed strategies for handling complex customer issues, enhancing overall satisfaction.
- Engaged in proactive problem-solving to anticipate and effectively address customer needs.
- Assist customers with ensuring a comprehensive understanding of our online features for easy access and changes.
- Maintain strong company product and service knowledge to better assist customers with concerns, questions, and general education.
- Adapt quickly to new technologies and industry changes to maintain service excellence.
- Analyzed customer data to identify trends and inform strategic decisions.
- Provide translation services to other departments.
Education
Bachelor Of Arts - Business Administration & Finance
The University of Arizona Global Campus
Chandler, AZHigh school diploma -
Woodbury Jr Sr High School
Woodbury, NJSkills
- CRM Software
- CRM Analytics
- Data analysis
- Reporting and analytics
- Web-based reporting tools
- Customer Engagement
- Client Relationship Management
- Strategic Planning
- Workflow Optimization
- Business operations
- Complex Problem-Solving
- Problem solving
- Team Collaboration
- Multitasking
- Organizational Skills
- Time management
- Adaptability
- Effective communication
- Active listener
- Data acquisition
Certification
Retail Management
Languages
Spanish
Native/ Bilingual
Timeline
CRM-Specialist
Snapshot (Seguros)
01.2025 - Current
CRM-SVCS
Progressive Insurance Co
01.2024 - 01.2025
Supervisor
AAFES Exchange
01.2019 - Current
Bachelor Of Arts - Business Administration & Finance
The University of Arizona Global Campus
High school diploma -
Woodbury Jr Sr High School