Bruno Vallejo

I am a contractor at USAA and I work on the basic side with life and health insurance. I take inbound calls from a elderly crowd on a daily basis about life and health insurance inquiries my job is to stick to the basic things I can handle like assisting with all the basic information anything outside of my will house I will transfer the member to the correct department for that specific issue. I take onetime payments for members and I set members up on payment plans. I also perform general policies reviews and i handle misrouted calls. I am pretty much the first line of defense making sure our members are being authenticated and protecting our members profile security and taking each call personal as if i was helping one of my family members that is elderly or helping an elderly citizen. I personalize each call and i make sure i show empathy in each call so the member can know i am here to help and to make sure we are protecting all of their information as well.

I reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity. I looked at a lot of data to see if there were any fraud patterns or anomalies. I worked with team members to discuss fraud trends and devise strategies to combat the problem. I contacted customers directly to inform them of the fraudulent activity and to mitigate the consequences. I was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties. I complied all key findings from the investigation unto a detailed report for delivery to the client.

I tested new products offerings to assist the development team in finding bugs prior to release. I led a support team overnight (graveyard shift) that assisted an average of 100 users globally in a 24/7 support environment as a overnight lead. I processed over 100 support requests for technical assistance on a wide range of issues related to software issues and broke down and evaluated user problems, using test scripts, personal expertise and probing questions. I interacted with customers and responded to their questions via email, phone, website live chat, and online forums. I assisted in streamlining repair processes and updating procedures to ensure consistency in support action. I responded to end user - support requests and patiently guided people through basic troubleshooting tasks. I set Upwork stations for employees by configuring hardware, deices, and software. Demonstrated professionalism and curtsey to customers while working to resolve complaints, problems, configuring hardware, devices, and software. I documented all transactions and support interactions in the system for future reference and addition to the knowledge base.

I Maintained visually appealing and effective displays for the store. I made outbound calls to existing customers each week, which resulted in a increase in sales. I exceeded service goals using customer service, sales and employee management best practices. I verified that the necessary changes had been made to address the issues raised by customers. I trained new employees in procedures and policies in order to improve team performances each quarter. I gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates. I processed money pickups and stock shelves paperwork in order. I maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations. i also cashed payroll checks and personal checks on a daily basis.