Carol Giarratana
Spring,TX
Summary
Proactive Customer Service Professional with a strong record in complaint resolution and effective communication. Demonstrates resilience under pressure and excels in high-volume environments. Skilled in de-escalating issues and building trust with clients, enhancing organizational reputation through dedicated support and active listening. Adaptable professional with experience across insurance, customer care, and administrative support. Known for strong communication, relationship building, and careful handling of applications and records. Ready to support clients with accurate guidance and dependable service.
Overview
1
1
Certification
31
31
years of professional experience
Work History
Life Insurance Broker
Symmetry Financial Group
Spring, TX
03.2026 - Current
- Conducted life insurance consultations via Symmetry Financial Group lead system, aligning client needs with appropriate coverage solutions.
- Evaluated client coverage needs and presented policy options aligned with goals.
- Advised clients on term, whole, and indexed universal life insurance products.
- Prepared and submitted applications with complete underwriting documentation to facilitate timely policy issuance.
Perfumer Assistant
Tijon Fragrance Lab & Boutique. Ecommerce Software
Houston, Texas
01.2025 - Current
- Crafted perfume blends with precision using laboratory tools and quality materials.
- Guided guests through scent selection and fragrance bar experiences.
- Organized fragrance ingredients, testers, and boutique display supplies.
- Tracked inventory levels of oils, bases, and packaging materials to maintain optimal supply. for oils, bases, and packaging materials.
- Managed ecommerce software for order processing, product updates, and listing accuracy.
- Cleaned workstations, glassware, and mixing equipment for daily production.
Document Controller/ Assist Human Resources Mgmt
Site and Field Enterprises LLC
Houston, Texas
10.2023 - 06.2024
- Collaborated with department heads to align documentation with required standards, enhancing compliance and accuracy.
- Managed document processes through scanning, filing and transmitting while following all standard procedures.
- Organized, maintained and safeguarded files and databases.
- Completed and organized transmittal logs to ensure accurate permanent records.
- Maintained database containing purchasing, suppliers and personnel information.
- Assisted HR team in processing onboarding paperwork for new employees, streamlining the onboarding experience.
- Organized and maintained personnel records in a secure database.
- Prepared onboarding documents for new hires, such as contracts and employee handbooks.
- Scheduled interviews and coordinated calendars with hiring managers.
- Compiled comprehensive reports on employee performance evaluations, attendance records, and training programs to support data-driven decision making.
Customer Care Representative
United/ Continental Airlines
Houston, Texas
05.1996 - 06.2020
- Resolved customer inquiries by applying airline policies and service procedures to ensure accurate information delivery.
- Promptly responded to customer inquiries and resolved complaints, fostering customer loyalty through effective communication.
- Handled complaints with calm service, providing clear and relevant airline information to enhance customer experience.
- Resolved customer complaints promptly and professionally.
- Rebooked travelers during flight delays, cancellations, and missed connections.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Provided accurate, valid, and complete information to customers.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Researched resolutions and contacted necessary departments to respond to customers by phone, mail, or fax.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Identified opportunities to upsell additional services when appropriate.
- Maintained up-to-date knowledge of company products, services, and promotions.
- Strengthened customer retention by offering discount options.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Assisted in the implementation of emergency response protocols.
- Participated in emergency response drills as part of training exercises.
- Assisted in the implementation of emergency response protocols.
Education
High School Diploma -
Old Westbury School For The Holy Child
Old Westbury, NY06-1979
Skills
- Insurance sales experience
- Insurance product expertise
- Insurance product analysis
- Insurance underwriting
- Insurance policy sales
- Insurance application processing
- Policy documentation
- Policy analysis
- Client relationship management
- Client communication
- Client follow-up
- Client advising
- Client retention
- Sales strategy development
- Sales performance analysis strategies
- Sales strategies
- Closing techniques
- Lead generation
- Referral generation
- Customer relationship building
- Telephone skills
- Verbal communication
- Email correspondence
- Inbound customer service
- Call resolution
- Complaint resolution
- Empathy skills
- Stress management
- Adaptability and flexibility
- Time management
- Multitasking and organization
- Detail orientation
- Punctuality and reliability
- Goal-oriented mindset
- Resilience and persistence
- Cultural competency
- Critical thinking
- Decision-making
- Continuing education
- Compliance review
- CRM software
- Insurance sales platform
- Product knowledge
- Application processing
- Relationship building
- Active listening
- Interpersonal skills
- Strong negotiation
- Sales strategies
- Appointment scheduling
- Lead generation
- Strong negotiation
- Referral generation
- Client retention
- Appointment scheduling
- Insurance product expertise
- Interpersonal skills
Certification
- State of Texas Life Agent
Timeline
Life Insurance Broker
Symmetry Financial Group
03.2026 - Current
Perfumer Assistant
Tijon Fragrance Lab & Boutique. Ecommerce Software
01.2025 - Current
Document Controller/ Assist Human Resources Mgmt
Site and Field Enterprises LLC
10.2023 - 06.2024
Customer Care Representative
United/ Continental Airlines
05.1996 - 06.2020
High School Diploma -
Old Westbury School For The Holy Child