Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Claudia Munoz

Lubbock,TX

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

11
11
years of professional experience

Work History

Reservation Specialist

Sixt Rent A Car
08.2022 - Current
  • Answerd incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Served as a bilingual customer service specialist attaining consumers, third party agents, and travel agents around the world
  • De-escalated calls with a calm demeanor and knowledgeable service of problem resolution.
  • Provided customers with information about availability and pricing.
  • Informed clients of essential travel information, such as travel times, transportation connections, and document requirements to facilitate quality service.
  • Handled billing information over phone.

Benefit Advisor

Alight
02.2022 - 08.2022
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone and email.
  • Implemented open enrollment system to streamline benefits processes for employees.
  • Observed strict procedures to maintain data and plan participant confidentiality.

Bilingual Sales Representative

Allstate Insurance
06.2021 - 09.2021
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Contributed to team objectives in fast-paced environment.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Presented professional image consistent with company's brand values.

Call Center Team Leader

Plains Capital Bank
05.2019 - 04.2021
  • Directed team of 13 associates handling customers calls.
  • Coached team members regarding call strategy to effectively reach targets and foster customer retention.
  • Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees
  • Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.
  • Assisted in training, motivating and coaching team members to meet required center goals.
  • Prioritized team and individual goals to effectively achieve business objectives.
  • Provided knowledge and resources to prepare each team member for success and top performance.
  • Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.
  • Oversaw call-monitoring, coaching, performance and corrective action for all team members.
  • Generated reports detailing metrics such as call times and satisfaction ratings.
  • Handled advanced issues with calm, knowledgeable and professional approach.

Call Center Team Lead

The Chicago Lighthouse
04.2017 - 11.2018
  • Directed team of 15 associates handling medical appointment calls.
  • Served as customer service team lead to 50 to 60 call center agents by enforcing adherence to company policies, answering coworkers' questions and handling escalated issues.
  • Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
  • Attended weekly Business Leadership classes.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Reported daily progress on customer issues to management.
  • Generated reports outlining information such as call duration and customer satisfaction levels.
  • Integrated process improvements continuously to increase overall workflow.
  • Served as company's bilingual English and Spanish Customer Service Representative.

Customer Service Representative

Paylink Payment Plans LLC
07.2012 - 08.2016
  • Exceptional delicacy attending to visitors while multitasking in-between incoming calls and receptionist responsibilities.
  • Arranged travel accommodation Planned, scheduled and supervised meal orders as necessary.
  • Served as company's bilingual English and Spanish Customer Service Representative.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Education

Business Career Development -

National Latino Education Institute
Chicago, IL

Batchler's degree -

Geoscience, Southern New Hampshire University
08.2026

Skills

  • Staff Training
  • Program Promotion
  • Reservation Coordination
  • Data Integrity
  • Employee Performance Reviews
  • Microsoft Office
  • Calm and Professional Under Pressure
  • Document and Records Management
  • Inventory Control Processes
  • Professional Relationships
  • Call Volume Analysis
  • Interpretation and Translation Services

Languages

Spanish
Native or Bilingual

Timeline

Reservation Specialist

Sixt Rent A Car
08.2022 - Current

Benefit Advisor

Alight
02.2022 - 08.2022

Bilingual Sales Representative

Allstate Insurance
06.2021 - 09.2021

Call Center Team Leader

Plains Capital Bank
05.2019 - 04.2021

Call Center Team Lead

The Chicago Lighthouse
04.2017 - 11.2018

Customer Service Representative

Paylink Payment Plans LLC
07.2012 - 08.2016

Business Career Development -

National Latino Education Institute

Batchler's degree -

Geoscience, Southern New Hampshire University

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Claudia Munoz