Emily Cuevas
Chicago,IL
Summary
Dynamic and results-driven professional with extensive experience in customer service and problem-solving.Skilled in customer relations and adept at multitasking, I excel in fast-paced environments, consistently enhancing customer satisfaction and streamlining operations. Proven leadership abilities and a keen analytical mind complement my commitment to excellence and adaptability. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Remote Customer Service Specialist
Allstate Insurance Companies
09.2019 - 07.2023
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Exceptional Service: Provided friendly and attentive customer service, addressing inquiries related to insurance availability, eligibility, coverage, policy changes, transfers, claim submissions, and billing clarification
- Administrative Support: Assist with various administrative tasks, including copying, mailing, media management, and maintaining the company CRM
Remote Customer Service Representative
DoorDash
01.2016 - 09.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- I go above average in technological fluency, including smartphone application navigation, computer function navigation, such as using hotkeys for copy/paste, opening multiple tabs, email
- customer-centric and you love helping people.
Receptionist
D&D Auto Shop
03.2015 - 06.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
Sales Associate
JCPenney
11.2015 - 02.2017
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
Education
Associate of Arts - Psychology NOT YET GRADUATED
Malcolm X College
Chicago, ILHigh School Diploma -
Penn Foster
Chicago, IL06.2018
Skills
- Customer Service
- Good communication skills
- Customer Relations
- Call center experience
- Marketing strategies
- Product development
- Brand promotion
- Leadership
- Cross-functional collaboration
- Customer acquisition
- Campaign management
- Data analysis
- multitasker
- Adaptability
- Discipline
- Organizational skills
- Attention to detail
- Time management skills
- Analytical skills
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Remote Customer Service Specialist
Allstate Insurance Companies
09.2019 - 07.2023
Remote Customer Service Representative
DoorDash
01.2016 - 09.2019
Sales Associate
JCPenney
11.2015 - 02.2017
Receptionist
D&D Auto Shop
03.2015 - 06.2019
Associate of Arts - Psychology NOT YET GRADUATED
Malcolm X College
High School Diploma -
Penn Foster
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