Ariadna Luna
Canton,GA
Summary
Motivated CL Customer Care Coach dedicated to optimizing service protocols and enhancing team efficiency. Committed to consistently satisfying customers, fostering loyalty, and implementing effective retention strategies. Demonstrates excellent judgment in aligning customer, employee, and company goals.
Overview
12
12
years of professional experience
Work History
CL Customer Care Coach
Progressive Enterprises Ltd
03.2021 - Current
- Assist customers by providing dedicated support to Academy Specialists, meeting with them weekly to enhance call performance and deepen understanding of the Commercial Auto Product. Additionally, I aid the Academy supervisor by providing weekly updates on the progress of the assigned Specialists, typically managing a group of 4-5 individuals. I also contribute to the bilingual aspect of commercial auto, handling escalation calls, audits, and providing reinforcement in bilingual settings. Moreover, I play a role in training new coaches and provide mentorship, particularly in bilingual training, ensuring they grasp the expectations effectively. Over time, I have trained numerous coaches on the bilingual aspect, facilitating their comprehension and alignment with our objectives.
CL Customer Care Specialist Senor
Progressive Enterprises Ltd
06.2019 - 03.2021
- I cater to customers' needs by promptly answering calls and providing assistance regarding their policies. By adhering to Progressive's core values and attentively listening to customers' requirements, I ensure to offer them the best possible assistance. Additionally, to better handle call volume and serve our customers effectively, I have expanded my skill set to include knowledge in areas such as for-hire livery, SAS, Fleet, Rewrites, Mass, and truck and tow services.
Lead Teller
Independent Bank
Manor , TX
11.2017 - 09.2018
- pendent Bank Processed customer transactions, including loan payments, safe deposit boxes and check-cashing.
- Cashed customer checks, including verifying identification and checking account balances in accordance with bank policy.
- Assisted customers in bank operations, including opening accounts, accessing safe deposit boxes and ATM operations.
- Recommended bank products and services to current and prospective customers.
- Fielded incoming phone calls from customers and directed to corresponding department or individual for assistance.
- Balanced daily cash deposits and bank vault inventory with a zero error rate. Provide bilingual support for the bank
CM Central Manager
Grameen America
Austin , TX
12.2015 - 10.2017
- Personally collect client's payments and ensure deadlines are met.
- Managed accurate records maintenance and managed daily deposits.
- Provide bilingual support for the business and managed 263 customers per week.
- Provide Customer service for clients. Cash handling.
- Provide training to new employees.
- End of month closing and reconciliation of accounts.
Personal Assistant to the Owner
Nita Lou Bryant Studio
Austin , TX
01.2012 - 08.2015
- Managed, organized and planned events as necessary.
- Managed budget. Scheduled and organized all travel plans.
- Organized work projects around client's house.
- Conducted extensive online and phone research.
- Checked mail, shopped for groceries and handled bill payments.
- Maintained household inventory and maintenance schedules.
Education
Associate of Science - CCMA,CPT,CET
Indiana University of Pennsylvania
Indiana, PA08-2020
GED -
Austin Community College
Austin, TX06-2011
PC Technician - Computer And Information Systems Security
Austin Community College
Austin, TX03-2012
Skills
- Training and mentoring
- Time Management
- Spanish Fluency
- Exceptional customer service
- Cash Handling
- Analytical
- Strong work ethic
- Problem Solving
- Adaptability
- Collaboration
Languages
Spanish
Native/ Bilingual
Additional Commercial Lines Skills
- Fleet
- SAS
- Mass
- FHL
- TTBMT
- Rewrites
- Escalations
Timeline
CL Customer Care Coach
Progressive Enterprises Ltd
03.2021 - Current
CL Customer Care Specialist Senor
Progressive Enterprises Ltd
06.2019 - 03.2021
Lead Teller
Independent Bank
11.2017 - 09.2018
CM Central Manager
Grameen America
12.2015 - 10.2017
Personal Assistant to the Owner
Nita Lou Bryant Studio
01.2012 - 08.2015
Associate of Science - CCMA,CPT,CET
Indiana University of Pennsylvania
GED -
Austin Community College
PC Technician - Computer And Information Systems Security
Austin Community College
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