Carlos Ruiz
Pembroke Pines,FL
Summary
My objective is to obtain a challenging and rewarding position to utilize my experience within the agency. Dedicated customer service professional for over 20 years, with a great passion for helping others to obtain final resolutions to their needs. Bringing proficient skills in active listening and analytical problem-solving skills.
Overview
18
18
years of professional experience
Work History
Operations Support
Bass Underwriters
04.2021 - Current
- Efficiently review commercial insurance documents for accuracy and final binding approval.
- Navigate between various company software.
- Perform effective communication with underwriters and insurance carriers.
- Handle escalated issues and follow up on outstanding issues promptly.
Customer Loyalty and Retention Specialist
AT&T
08.2020 - 03.2021
- Addressed customer inquiries and resolve highly escalated issues while working with multiple screens and programs tp resolve customer's issues.
- Offered new product and service information.
- Utilized inbound telephone techniques to solidify and build client relationships.
- Provided extensive product knowledge and features to retain customers.
- Worked with multiple screens and programs to resolve customer issues.
Sales Supervisor
Comcast Xfinity
05.2012 - 12.2018
- Effectively motivated and coached a team of 18 members to reach weekly and monthly sales goals.
- Monitored reports and served as an informational and procedural resources to team members.
- Monitored phone calls for quality assurance.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Retention Supervisor
Comcast Xfinity
09.2011 - 04.2012
- Enforced compliance with 15 team members to retain customers by identifying the root cause to disconnect and overcoming concerns while utilizing all the available resources.
- Ensured that all team members resolved customer complaints/concerns through active listening, empathy, and professionalism.
- Met and exceeded budgeted retention goals for all product lines.
Customer Service Supervisor
Comcast Xfinity
11.2002 - 09.2011
- Trained and coached Account Executives on new company processes, systems, effective techniques, and products and services
- Monitored employee performance individually and in groups to provide maximum service to customers in a punctual and consistent manner
- Ensured team optimization of customer service staffing levels
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Researched and corrected regular, advanced, and long-standing customer concerns.
- Coached employees through day-to-day work and complex problems.
Education
Business Administration
UNPHU
Skills
Customer service professional
Effective communicator
Problem-solving
Building relationships
Bilingual in English and Spanish
Timeline
Operations Support
Bass Underwriters
04.2021 - Current
Customer Loyalty and Retention Specialist
AT&T
08.2020 - 03.2021
Sales Supervisor
Comcast Xfinity
05.2012 - 12.2018
Retention Supervisor
Comcast Xfinity
09.2011 - 04.2012
Customer Service Supervisor
Comcast Xfinity
11.2002 - 09.2011
Business Administration
UNPHU
Similar Profiles
Maddox BerksonMaddox Berkson
Assistant Underwriter at Bass UnderwritersAssistant Underwriter at Bass Underwriters
JULIANA JARAMILLOJULIANA JARAMILLO
Insurance Underwriter Assistant at Bass UnderwritersInsurance Underwriter Assistant at Bass Underwriters
Katherine MoraKatherine Mora
Accounting Liason Assistant at Bass Underwriters Inc.Accounting Liason Assistant at Bass Underwriters Inc.
Samaira St FortSamaira St Fort
Funeral Attendant at St Forts Funeral HomeFuneral Attendant at St Forts Funeral Home
Barbara M. DestineBarbara M. Destine
Vascular Clinic Nurse Practitioner at CAMC VANDALIA HEALTHVascular Clinic Nurse Practitioner at CAMC VANDALIA HEALTH