Claudia Herrera
El Paso,TX
Overview
19
19
years of professional experience
Work History
Sales and Service Representative
USAA
El Paso, TX
03.2016 - Current
- Expertly took incoming sales calls for Property & Casualty, by providing Auto, Home, Valuable Personal Property and Umbrella quotes, assisting with new policies, and binding coverage.
- Ensuring members have adequate coverage to protect their net-worth, and actively identifying gaps in coverage to promote and sell additional USAA products for better protection.
- Deepen relationships with existing members by providing high-quality service.
- Consistently met metrics month over month.
- Maintain required P&C licenses, and adhere to state regulation and underwriting guidelines.
Quality Assurance Analyst
Project Amistad
El Paso, TX
10.2014 - 03.2016
- Supervised, coached, trained and developed an average of 18 employees.
- Responsible in coordinating and communicating work, supervise and extract output from various departments.
- Coached agents to behaviors and areas of opportunities to improve customer service level and exceeded State requirements.
- Provided weekly coaching's sessions, and side by side monitoring sessions. Monitor low performers and develop an action plan to improve, their overall scores and customer service level.
- Monitor queue and track incoming calls, keep track of agents i other states other than ready to take calls.
- Took and Listened to escalated calls, coach and provide feedback and learning opportunities.
- Responsible for maintaining data bases, and generate reports.
Quality Supervisor
Xerox
El Paso, TX
08.2007 - 01.2014
- Supervised, coached, trained and developed an average of 22 team leaders.
- Coached, provided feedback, performed corrective action plans for improving employee diagnostics and performance.
- As team lead Supervisor, troubleshoot and resolve customer issues while providing a "Be Real" approach for effective customer service, eased agitated callers, repaired trust and located resources for problem resolution.
- Selected as main customer service member to manage network tickets and consistently ensured center met daily and monthly goals.
- Maintained AEQ reports below the error rate.
- Selected as a point of contact for Corporate escalations.
Education
GED -
Ysleta High School
El Paso, TXOffice Automation Specialist Certification -
International Business College
El Paso, TXCERTIFICATION -
AINS 101
THE INSTITUTESSkills
- Goal oriented
- Account servicing
- Product and service knowledge
- Customer service
- Time management
- Customer relationship building
- Interpersonal communication skills
Timeline
Sales and Service Representative
USAA
03.2016 - Current
Quality Assurance Analyst
Project Amistad
10.2014 - 03.2016
Quality Supervisor
Xerox
08.2007 - 01.2014
GED -
Ysleta High School
Office Automation Specialist Certification -
International Business College
CERTIFICATION -
AINS 101