David Romero
San Diego,California
Summary
To obtain a position with the opportunity to advance and grow with the company.
Overview
8
8
years of professional experience
Work History
Service Center Supervisor
Willis Towers Watson
04.2019 - Current
- Utilize analyzation of internal systems to identify any errors and take necessary steps to resolve issues in a timely manner
- Research complex participant questions and plan issues
- Day-to-day supervision (monitoring of all aspects of quality and coaching for success) of Customer Service Representatives
- Ensuring processes and policies are carried out to ensure efficiency in day-to-day work
- Respond professionally to customer inquiries/complaints received via phone, e-mail, or chat, and ensure that appropriate action is taken, including follow up
- Working with Service Center Managers to ensure Customer Service Representatives are assigned to support clients and projects
- Complete special projects as needed while delivering under strict deadlines
- Communicating directives received from Service Center Managers to CSRs and tracking/communicating performance trends back to Managers, as needed
- Leading and directing the work of others while also providing customer service support for client pension or health and welfare plans
- Creating a positive Team climate and/or Influencing Others; being a role model
- Exercising some degree of discretion and independent judgment in supervising Customer Support Center operations and responding to escalations.
Customer Service Representative
Willis Towers Watson
08.2017 - 04.2019
- Administer Pension and Health Benefits
- Weekly Reports via Excel Spreadsheets
- High Volume Service Center
- Computer Troubleshooting
- Attention to Detail
- Notate And Authenticate All Calls
- Customer Interaction Center (CIC).
Promotions Assistant
Entercom
09.2017 - 06.2018
- Ambassador for all Entercom San Diego stations (KyXy 96.5, KSON 103.7, ALT 94.9, Sunny 98.1 & 97.3 The Fan SD) at events and promotions throughout San Diego
- Primary role is to assist the Promotion Department in the management of promotions and public relations
- Responsible for the set up and on-site coordination of station events and live broadcasts
- Primary goal is to help deliver an on-time, flawless event and meet all the needs and expectations of the Promotion/Marketing Director and event partners
- Duties include transporting, setting up, and tearing down equipment, meeting and greeting listeners, and conducting giveaways.
Customer Service Representative
Farmers Insurance
12.2016 - 05.2017
- New client marketing and data analyzing
- Create marketing procedures
- Assistant to agent
- Schedule review and sales appointments
- Update client information and process payments
- Cold calls
- Keeping detailed records of all communication with clients.
Education
High School Diploma -
Mission Bay High School
San Diego, CA06.2015
Skills
- Customer Service
- Tremendously Detail Oriented
- Skilled with Microsoft Office
- Microsoft Excel Proficiency
- Type 40 Words per Minute
- Ad Hoc Reporting
- Experience with Adobe Photoshop, Reader and Dreamweaver
- Adapts to New Systems Quickly
- Written Business Communication Skills
- Data Analyzation and Research
- Professional Verbal Skills
- Strong Work Ethic with Minimal Supervision Needed
Availability
Maintaining a flexible schedule, to ensure adequate client coverage and team support between 6am-6pm PT
Awards
- Multiple Quality Star Awards at Willis Towers Watson
- Multiple Call Me Awesome Awards at Willis Towers Watson
Volunteer Experience
- Clairemont Hilltoppers Little League, Volunteer, 2012, 2015, Coaching age groups ranging from 7 to 11, Training, Providing direction, encouragement, motivation and nutritional advice to prepare athletes for games, competitive events and tours, Monitor use of equipment to ensure safe and proper use, Cleaning duties, Snack bar help such as collecting money, taking orders, preparing food and delivering products purchased
- Marston Middle School, Peer Buddy, 2011, 2012, Form mentoring relationships with younger students building confidence and social skills and giving students clear focus on the importance of improving in school and out.
Timeline
Service Center Supervisor
Willis Towers Watson
04.2019 - Current
Promotions Assistant
Entercom
09.2017 - 06.2018
Customer Service Representative
Willis Towers Watson
08.2017 - 04.2019
Customer Service Representative
Farmers Insurance
12.2016 - 05.2017
High School Diploma -
Mission Bay High School