Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Cecilia Schilhab

Castle Rock ,Co

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

19
19
years of professional experience

Work History

Customer Service ISR (HOMESHORE)

Travelers Insurance
06.2021 - Current
  • First Simple Intent team hired and first team to transition to full ISR
  • Identifying customers problem and providing a tailored solution, explaining advantages and disadvantages of each solution, proactively identifying opportunities to upsell and cross sell additional products and services and asking questions to gain better understanding of customers needs.
  • Being polite and professional in all customer interactions, contribute to a positive work environment by starting my teams birthday celebrations, sharing feedback with my peers to help them improve, and by sharing sometimes difficult feedback with my leadership.
  • Set daily and weekly goals and strive to exceed them, staying up to date on industry developments and changes in regulations to ensure a customer centric approach and maintaining a positive attitude and demonstrating patience and respect when dealing with challenging customer inquiries.
  • Proposing new ideas to improve customer service processes, identifying customer trends and making suggestions to address them, cross selling or upselling opportunities to customers, notifying management of potential issues or opportunities and sharing customer service feedback with management to help shape customer service strategies.
  • Setting up team incentives and rewards to motivate team to work together and improve performance as well as encourage daily with stat postings. Collaborate with each other to assist to make it a team effort in not only reaching individual goals but team goals.
  • Due to being on a “Homeshore Team,” I keep our chat alive by recognizing others accomplishments, creating small conversation to get to know one another and in turn they come to me individually and have a sense of trust with questions or help on anything they need which in turn they take my feedback genuinely.
  • Did peer coaching with peers who were struggling with performance in areas and encouraged them all the way through it. One of three volunteers in Western Region to help with WT flex straight out of transition from OLH and completed Agent ISR training with exceptional results and provided peer coaching to peers who struggled.
  • Took on being Team Engagement Champion for Western Region, started team birthday project to recognize teammates, and I took on daily stats communication to build personal skills in excel and pivot tables and ensure team got their numbers consistently with encouragement and motivation.
  • Cross trained from Simple Intent to ISR customer to Agent trained to Welcome Team trained and now on UW rotation (Triage Team) since Feb 2023.
  • Handled customer and agent inquiries and suggestions courteously and professionally.
  • Actively listened to customers and agents, handled concerns quickly and escalated major issues to supervisor.
  • Bolstered customers/.agent retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Answered customer/agent telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer/agent satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer/agent requests for products, services, and company information.
  • Clarified customer/agent issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer/agent service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer/agent by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer/agent inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with customers, agents and team.
  • Met customer/agent call guidelines for service levels, handle time and productivity.
  • Educated customers/agents about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic customer/agent relationships and earned reputation for exceeding service standard goals.







SAHM Homeschooling Mom of 3

Home
08.2008 - Current
  • Adapted teaching methods and instructional materials to meet students' varying needs and interests.
  • Researched and chose appropriate curriculum to meet children's abilities and grade levels.
  • Researched multiple curricula, methodologies and perspectives as part of educational planning.
  • Organized hands-on instructional activities to supplement textbook instruction to engage and motivate students.
  • Adapted teaching methods and lesson plans to changing student needs.
  • Graded homework, quizzes, classwork and exams to report on progress of student achievements.
  • Led groups of students on field trips to enriching destinations, introducing to new experiences and broadening education.
  • Submitted and assembled student portfolios for local school district to satisfy legal guidelines.
  • Led and coordinated educational activities to develop students' physical, emotional and social growth.
  • Attended textbooks fairs and homeschool meetings to understand different approaches to subject matter.
  • Shifted between formal and informal methods of teaching to keep students engaged.
  • Created and developed lesson plans to meet students' academic needs.
  • Fostered student curiosity and interest through creative hands-on activities.
  • Helped students explore concepts with engaging, learning-focused activities.
  • Prepared quizzes, tests and examinations to gauge how well students were learning.
  • Evaluated students' understanding of course material through examinations and in-depth essay writing.
  • Developed and implemented classroom routines to address varying student needs.
  • Boosted cultural awareness by incorporating children's literature from world cultures.
  • Designed detailed learning plans for struggling students based on test, homework and assignment records.
  • Completed student progress reports mid-term to notify students and parents of strengths and areas of improvement.
  • Implemented reading and writing workshops to increase student literacy and support school reading programs.
  • Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
  • Participated in department meetings to provide input to colleagues about student achievement and improvement.

Customer Service Manager

Sprouts Farmers Market
02.2005 - 09.2012
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Kept accurate records to document customer service actions and discussions.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Researched and corrected customer concerns to promote company loyalty.
  • Created and reviewed invoices to confirm accuracy.
  • Controlled resources and utilized assets to achieve qualitative and quantitative targets.
  • Generated customer satisfaction surveys to analyze results into action plans.
  • Collaborated with marketing department to launch and manage promotional activities and campaigns.
  • Developed and offered unique discount options to drive interest in new product lines.
  • Most proud moment is doing my own store fundraier which raised 22,478.00 for Autism month. The challenge was a succes.

Education

High School Diploma -

Rialto High School
Rialto, CA
05.1994

Skills

  • Investigate Claims
  • Speaking
  • Credit Card Payment Processing
  • Strong Analytical and Problem-Solving Skills
  • Customer Service
  • Grammar
  • Billing Adjustments and Refunds
  • Professional Telephone Demeanor
  • Active Listening
  • Typing Proficiency
  • Proofreading
  • 10-Key
  • Call Center Operation
  • Adobe Systems Adobe Acrobat
  • Microsoft Excel
  • Order and Refund Processing
  • Microsoft Windows
  • Google Docs
  • Microsoft Teams
  • Service-Orientation
  • Multi-Line Telephone Operation
  • Microsoft SharePoint
  • Conflict Mediation
  • Microsoft Internet Explorer
  • Microsoft PowerPoint
  • Prioritization
  • Apple macOS
  • Customer Consulting
  • Call Triaging
  • Microsoft Word
  • Function on multi-screens

Accomplishments

  • I was so excited about the compliments and the good news I received from this award. This proves my ability to work efficiently, meet expectations and exceed excellent customer service.


  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Telephone Service - Professionally processed +1000 calls per month, providing information and service to ensure customer satisfaction.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.


Timeline

Customer Service ISR (HOMESHORE)

Travelers Insurance
06.2021 - Current

SAHM Homeschooling Mom of 3

Home
08.2008 - Current

Customer Service Manager

Sprouts Farmers Market
02.2005 - 09.2012

High School Diploma -

Rialto High School

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Cecilia Schilhab