Evelyn Borrego
Lavon
Summary
Results-driven Bilingual Customer Service Supervisor with expertise in team performance enhancement through strategic delegation and initiative implementation. Delivered improvements in customer satisfaction and productivity while fostering collaboration and effective problem-solving. Strong background in data analysis, project management, and process improvement, emphasizing efficiency and KPI achievement.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service Supervisor II
GEICO
Richardson
06.2025 - Current
- Implemented process improvements to enhance operational efficiency and elevate customer satisfaction within my direct reports
- Analyze KPI trends to identify performance gaps and execute strategic action plans
- Fostered a high-performance, collaborative environment while ensuring compliance with company policies and regulations
- Leveraged data analysis and project management techniques to identify inefficiencies and implement targeted process improvements
LDP Bilingual Service
GEICO
Richardson
02.2025 - 06.2026
- Completed Leadership Development Program with a focus on team leadership, performance management, and operational strategy
- Participated in hands-on leadership rotations to build supervisory and decision-making skills
- Coached team members and implemented best practices to enhance performance
- Utilized bilingual communication skills to address customer and team needs effectively
Commercial IA Support Agent
GEICO
Richardson
11.2024 - 02.2025
- Provided operational support for Commercial Insurance by facilitating policy changes, renewals, and endorsements to ensure client satisfaction
- Ensured accuracy and compliance in processing transactions and documentation, contributing to streamlined operations
- Served as key point of contact for agents and customers, efficiently resolving inquiries to enhance service experience
Bilingual Customer Service Representative IV
GEICO
Richardson
06.2022 - 11.2024
- Provided bilingual customer service, resolving complex policy, billing, and coverage inquiries to enhance customer satisfaction
- Consistently met or exceeded performance metrics, including quality, accuracy, and call handling time
- Utilized problem-solving skills to de-escalate customer concerns, achieving timely and effective resolutions
Education
High School Diploma -
Franklin D. Roosevelt High School
Dallas, TXAssociate of Science -
Dallas College
Dallas, TXSkills
- Customer relationship management
- Performance management
- Change Management
- Operational strategy
- Process improvement
- Data analysis
- Task Delegation
- Time Management
Languages
Spanish
Native/ Bilingual
Certification
- Texas General Lines - Property and Casualty License
- CPCU Enrollment
Timeline
Bilingual Customer Service Supervisor II
GEICO
06.2025 - Current
LDP Bilingual Service
GEICO
02.2025 - 06.2026
Commercial IA Support Agent
GEICO
11.2024 - 02.2025
Bilingual Customer Service Representative IV
GEICO
06.2022 - 11.2024
High School Diploma -
Franklin D. Roosevelt High School
Associate of Science -
Dallas College