Elvis Paz
Pacoima,CA
Summary
Driven professional successful at reviewing quality of work from employees, providing feedback and coaching to improve development. I welcome the challenge to join other passionate individuals and help launch in house Quality Assurance department to improve customer experience and achieve company goals.
Overview
20
20
years of professional experience
Work History
Trainer 1, Customer Center
Kemper
05.2019 - Current
- Monitored participant workflow and behaviors throughout training process.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Based on Kemper Alliance United's Philosophy implemented new hire training and refresher courses as needed when performance gaps were discovered.
- Monitored and reported trainee progress to Identify opportunities for additional training.
- Supported productivity increase and business growth through new hire training and mentoring.
- Assisted with Guidewire testing and other special projects.
Customer Service Sr.
Kemper/ Alliance United
08.2010 - Current
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Described product and service details to customers to provide information on benefits and advantages.
- Handled day-to-day customer contact via phones, faxes, and emails.
- Kept high average of performance evaluations.
- Served as mentor and coach.
Senior Insurance Specialist
21st Century Insurance
04.2004 - 10.2009
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Handle over 80 customer queries per day over phone. Later as Chat CSR was able to handle 3 chat inquiries at a time.
- Focused on customer retentions and sale leads for sales department.
Education
Insurance Producer License - Personal Lines
Mike Russ Training Center
Northridge, CA2004
San Fernando
San Fernando, CA06.1994
Skills
- In-Depth knowledge of insurance policies, procedures and state laws
- Bilingual Spanish
- Excellent verbal, written and organization skills
- Proficient in Microsoft Office
- Online Instruction through MS Teams
- Course Development
- Classroom oversight
- Customer Service
- Employee Mentoring
Timeline
Trainer 1, Customer Center
Kemper
05.2019 - Current
Customer Service Sr.
Kemper/ Alliance United
08.2010 - Current
Senior Insurance Specialist
21st Century Insurance
04.2004 - 10.2009
Insurance Producer License - Personal Lines
Mike Russ Training Center
San Fernando
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