Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Awards
Timeline
Generic

Diego Cervantes

San Antonio,Texas

Summary

  • Motivated and goal-oriented individual seeking an entry-level position in Business Administration or a related field to contribute to solving real-world business challenges and support organizational growth. I am currently pursuing online coursework in business analysis to deepen knowledge and enhance practical skills, while also working in my current member contact role. Known for being a quick learner with a strong desire to grow professionally and make meaningful contributions in a collaborative environment.
  • Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
  • 7 years' experience in customer service and communication.
  • 4 years' experience in leadership role overseeing one/multiple teams.
  • 2 years experience in training new team members up to 30 ambassadors at times.
  • Filing/keeping up with paperwork for training tracking purposes.
  • Licensed Personal Lines Insurance Professional.
  • 1 year P&C experience.


Overview

5
5
years of professional experience

Work History

Insurance Professional- Sales and Service III

USAA
09.2024 - Current
  • Deliver exceptional service to members in a fast-paced contact center by effectively multi-tasking while maintaining professionalism, empathy, and regulatory compliance.
  • Onboard new members and strengthened relationships with existing members through personalized service and product recommendations.
  • Acquired and maintained active Property & Casualty (P&C) license, state registrations, and fulfilled continuing education requirements.
  • Adapted quickly to organizational changes and embraced feedback through coaching and team collaboration.
  • Identified and managed risks related to business operations in compliance with company risk and regulatory policies.
  • Utilize available tools and resources to achieve first-call resolution, reducing the need for call transfers, escalations, and callbacks.

Park Ops Department Trainer

SeaWorld Parks and Entertainment
02.2023 - 10.2024
  • Conducted presentations for park operations orientation and SOP classes for park operations department or different seasonal training throughout the year.
  • Operating different Microsoft Office applications.
  • Partnered with HR professionals to ensure all company policies were accurately communicated during orientation sessions for new hires.
  • Filing and filling out paperwork for ambassadors.
  • Access to scheduling ambassadors for training.
  • Streamlined onboarding processes, ensuring a smooth transition for incoming employees.
  • Reduced time spent on administrative tasks by creating efficient systems for tracking employee progression and certification status.
  • Conducted regular evaluations of employee knowledge and skills, adjusting training strategies to close gaps.

Assistant Supervisor

SeaWorld Parks and Entertainment
08.2020 - 02.2023
  • Leadership/Management in multiple different areas for the park operations department.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Gained a ton of experience dealing with different customer situations.
  • Assisted in the development of training materials to ensure a consistent learning experience for new hires.

Education

Bachelor of Business Administration - Economics

The University of Texas at San Antonio
05.2024

Associate of Arts - Concentration in Business Administration

Northwest Vista College
05.2022

Skills

  • Service excellence
  • Experienced with Word, Excel, Outlook, and PowerPoint
  • Effective presentation skills
  • Efficient task management
  • Teamwork and collaboration
  • Approachable demeanor
  • Adaptable to change
  • Critical thinking
  • Strong verbal communication
  • Proficient in technical skills

Accomplishments

  • Used Microsoft Excel to develop training tracking spreadsheets.
  • Supervised team of 10 or more staff members.

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Awards

NSLS member Fall 2023

Timeline

Insurance Professional- Sales and Service III

USAA
09.2024 - Current

Park Ops Department Trainer

SeaWorld Parks and Entertainment
02.2023 - 10.2024

Assistant Supervisor

SeaWorld Parks and Entertainment
08.2020 - 02.2023

Associate of Arts - Concentration in Business Administration

Northwest Vista College

Bachelor of Business Administration - Economics

The University of Texas at San Antonio

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