Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Cynthia R Castle

Brownsville,TX

Summary

I am a successful customer care representative with over 16 years of experience addressing customer requests and concerns. My objective is to obtain a position with the company that will enhance the skills and training I have acquired. I have the will and ability to handle difficult situations through resourcefulness and adaptability.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Bilingual Customer Care Agent/Team Lead

Select Quote
10.2020 - Current
  • Inbound/Outbound Bilingual call handling, providing member service utilizing tools and recourses company provides.
  • Work with senior members by providing them with medicare and prescription drug plan information and problem solving. Help direct member to carriers when needed.
  • Perform "Request for Information" calls to members and or carriers on Pending approval applications to help get plans approved dy due dates.
  • Inform and direct our members to other divisions within our company to help with all insurance needs through ancillary sales.
  • Participated and completed Emerging Leader program with company for AEP 2022, worked in teams with other great future leaders in presentations.
  • Promoted to Team Lead Post OEP 2022. I assist manager by setting up coaching, training and refresher meets with agents on our team to build up metrics and skills providing positive feedback. Create follow ups for improvement outcome.
  • Perform call listening to focus and individuals with specific needs aspiring success.
  • Perform Enrollments as CCA FLEX agent.


Assistant Service Manager

Brownsville Toyota
Brownsville , Texas
08.2015 - 03.2020
  • Met with customers to discuss service needs and develop effective and practical solutions through service appointments.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Met with customers to discuss service needs and offer available solutions managing the time and money they have to invest in their vehicles.
  • Developed written plans and obtained customer consent to proceed.
  • Followed up with customers during and after installations and repairs to verify satisfaction.
  • Guided techs on automotive repairs and maintenance performed, tool usage and equipment operation.
  • Trained new service writers on standards, policies and procedures using efficiency and how to find conflict resolution for quality customer service.
  • Promoted brands of Toyota equipment, increasing sales and maximizing overall revenue maintaining high CSI.
  • Monitored team performance, adhered to service level agreements meeting Toyota standards and provided detailed job training in the process.

Education

Degree Not Yet Acquired - Criminal Justice

Texas Southmost College
Brownsville, TX
06.1996

Skills

  • Responding to Senior Customers with Medicare needs
  • Customer Retention Strategies
  • Team Lead
  • Resident Life and Health Lines License
  • Calm and Professional Under Pressure
  • Building Customer Trust and Loyalty
  • Efficient and Detail-Oriented
  • Transfer Processes
  • Performance Feedback
  • Carrier Relations
  • Team Meetings
  • Call Control

Certification

  • AHIP Certified AEP, Select Quote - 2021-2022
  • Carrier Certified AEP , Select Quote - 2021-2022
  • Texas General Lines Life and Health License -2023

Timeline

Bilingual Customer Care Agent/Team Lead

Select Quote
10.2020 - Current

Assistant Service Manager

Brownsville Toyota
08.2015 - 03.2020

Degree Not Yet Acquired - Criminal Justice

Texas Southmost College

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Cynthia R Castle