Elizabeth Sanchez
Odessa,United States
Summary
Customer focused inbound and outbound Call Center Representative enthusiastic to connect with customers while solving problems and concerns. Staying Ahead of performance demands and top of service quality targets with exceptional call control, as well as lots of experience in fast paced call centers. Authenticated customers to ensure safety of customers information. Documented calls to provide additional information for future calls.
Highly Efficient Life and Health Specialist with exemplary time management and organizational skills. Adept at performing and focusing attention under pressure.
Overview
6
6
years of professional experience
Work History
Fraud Specialist
Bank of America
10.2023 - Current
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Provided exceptional support to internal stakeholders during fraud investigations, ensuring all relevant information was readily available for swift and accurate decisionmaking.
- Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
- Maintained detailed records of all detected fraud incidents for future reference and analysis.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Life and Health Specialist
Millenium Group
12.2021 - 09.2023
- Fielded inbound calls from customers inquiring about alternative insurance options to generate sales opportunities.
- Processed changes in insurance policies and periodically reassessed client needs.
- Participated in weekly training sessions to improve product knowledge and enhance company growth.
- Offered patients information and assistance navigating insurance coverage.
- Authenticated each member through questions directed to them.
- Transfered to the correct department making sure member was assisted.
- Updated information such as adresses, emails, phone numbers ect…
- Updated baking information for automatic payments.
- Work from home.
- Updated beneficiaries on life insurance policies
- Opted members on surveys to increase customer feedback.
Call Center Sales Representative
Tranzact Insurance Solutions
09.2020 - 07.2021
- Answered inbound calls to provide information, answer questions or discuss payment options.
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.
- Developed key customer relationships to increase sales.
- Introduced customers to new offerings and updated accounts.
- Followed up after completed sales to check on customer satisfaction and offer additional services.
- Answered incoming telephone calls to provide store, products, and services information.
- Pitched sales products to customers to get them interested in Medicare Advantage
- Work from home
Sales Representative
Cricket Wireless
05.2019 - 09.2020
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Contacted new and existing customers to outline benefits of products.
- Monitored customer order process and addressed customer issues.
- Fostered relationships with customers to expand customer base and retain business.
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Followed-up with clients after installations to assess quality service and customer satisfaction.
- Demonstrated product features to align with customer needs.
- Created and implemented store displays, promoting sales and growth.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Developed key customer relationships to increase sales.
- Created successful strategies to develop and expand customer sales.
- Operated cash register, collected payments, and provided accurate change.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Answered customer questions and responded quickly to problems and complaints in person, on phone and by email.
- Answered customer questions, shared product knowledge and researched pricing and availability.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Interacted with customers to understand particular needs and identify products and services best suited to helping in achieving goals.
- Stayed up to date on company products and services to support sales objectives.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Suggested products and services to match customers' stated needs and preferences.
- Listened to customers to understand needs and refer to optimal services.
- Answered customers' questions and addressed problems and complaints in person and via phone.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Reviewed files, recordings and other documents to obtain information to respond to requests.
- Gave top-notch service to everyone in order to provide ample sales opportunities.
- Maintained current store, product, and promotional knowledge to drive consistent sales.
Cashier
McDonald’s
12.2018 - 06.2019
- Operated cash register, collected payments, and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Helped customers find specific products, answered questions and offered product advice.
- Worked closely with front-end staff to assist customers.
- Accepted cash and credit card payments, issued receipts, and provided change.
- Helped with purchases, locating items and signing up for rewards programs.
- Processed refunds for worn, damaged, and broken merchandise.
- Tracked company inventories, moved excess stock, and arranged products to improve sales.
- Directed cleaning, trash removal, and sanitation procedures to keep aisles and register area organized.
- Trained new team members in cash register operation, stock procedures and customer services.
Education
High School Diploma -
Dixie Hollins High School
Keneth City, FL06.2020
Skills
- Communication Skills
- Data Gathering
- Credit Card Payment Processing
- Data Entry and Maintenance
- Understanding Customer Needs
- Efficient and Detail-Oriented
- Customer Service
- Customer Data Confidentiality
- Call Documentation
- Upselling Products and Services
- Customer Account Management
- Transaction Processing
- Multitasking and Prioritization
- Sales Solicitation
- Script Reading
- Outbound Calling
- Speech Clarity
- Sales Pitches
- Data Entry
- New Employee Training
- Inside and Outside Sales
- On-Site Product Demonstrations
- Product and Service Knowledge
- Relationship Selling
- Fraud prevention
- Transaction monitoring
- Cybersecurity awareness
- Investigation techniques
- Fraud Detection
- Transaction review
- Data Analysis
- Dispute Resolution
- Activity monitoring
- Proficient in Software
Languages
Spanish
Native or Bilingual
Timeline
Fraud Specialist
Bank of America
10.2023 - Current
Life and Health Specialist
Millenium Group
12.2021 - 09.2023
Call Center Sales Representative
Tranzact Insurance Solutions
09.2020 - 07.2021
Sales Representative
Cricket Wireless
05.2019 - 09.2020
Cashier
McDonald’s
12.2018 - 06.2019
High School Diploma -
Dixie Hollins High School
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