Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Bertila Diaz

Dallas,TX

Summary

Seeking to expand knowledge and opportunities within a fast-growing company. Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.

Overview

7
7
years of professional experience
1
1
Certification

Work History

RETENTION SPECIALIST

Gainsco Auto Insurance Agency
03.2020 - Current
  • Gainsco Auto insurance -Assisted customers with questions about their policies and/or billing
  • Provided great customer service
  • Answered up to 70 inbound calls daily
  • Made up to 50 outbound calls daily to help customers in reinstating their policies
  • Contributed to team monthly goals by over 20% of overall monthly goal and achieved personal goals weekly
  • Processed endorsements, cancellations, payments, and renewals according to state and company guidelines
  • Identified changing customer needs and adapted service strategies to meet them

Office Manager

Fred Loya Insurance
11.2016 - 03.2020
  • Fred Loya insurance
  • Meet personal sales goals daily to exceed monthly and quarterly objectives
  • Help provide customers with products that is best suited for their needs
  • Take incoming calls and assist customers with any questions or concerns.
  • Collect payments and ensure store's money is deposited and reported at end of day
  • Updated reports, managed accounts, and generated reports for company database
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
  • Established team priorities, maintained schedules and monitored performance

Education

High School Diploma -

W.T. White High School
Dallas, TX
05.2014

Skills

  • Able to work in fast-paced environment
  • MS Office knowledge (word, Powerpoint, excel)
  • Knowledgeable on PowerBI, ImageRight, AS400, and Guidewire systems
  • Good planning, organizational skills with strong attention to detail
  • Excellent multitasker
  • Fast learner
  • Motivated and goal oriented
  • Solution Development
  • Training Junior Team Members
  • Customer Service
  • Consultative Selling Techniques

Certification

  • Licensed Insurance Agent - November 2016 - Present

Languages

Spanish
Full Professional
English
Full Professional

Timeline

RETENTION SPECIALIST

Gainsco Auto Insurance Agency
03.2020 - Current

Office Manager

Fred Loya Insurance
11.2016 - 03.2020

High School Diploma -

W.T. White High School
  • Licensed Insurance Agent - November 2016 - Present
Bertila Diaz