Faviola Terrazo
Chicago,IL
Summary
To obtain a position that will enable me to use my strong organization and leadership skills, educational background, and integrate strategies to develop and expand existing enthusiastic Client Service professional with 10 years of client interface experience. Well-versed services and consumer trends. Skilled in both individual and team roles, with expertise in training and mentoring new staff on company objectives. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Bilingual Customer Service Representative with proven ability to quickly and effectively resolve complaints and issues.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Insurance Agent/Finance Administrator
INSURANCE NAVY
BRIDGEVIEW, IL
09.2019 - Current
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Diminished project lags by effectively training employees on best practices and protocols.
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
- Analyzed customer needs and provided best options, upselling products and services.
- Reduced financial discrepancies by accurately resolving billing issues while processing applications and cancellations.
- Drove client retention by increasing savings opportunities and identifying premium discounts.
- Strategized long-term business objectives by assessing customer feedback for direction on process improvements.
- Conducted in-home and group presentations to provide detailed explanations of policy guidelines and benefits to clients and families.
- Improved office operations continually by maintaining records, tracking data and promoting internal communications.
- Delivered effective, informative financial presentations to large groups in effort to build lucrative client base and improve customers' financial well-being.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Exceeded team goals by partnering with staff to share and implement best practices.
- Received underwriting approvals after accurately completing applications for insurance coverage.
- Diligently filed and followed up on third party claims.
- Generated new leads and identified potential clients by using successful direct marketing strategies.
- Greatly improved office operations by reducing backtracking of work through creation of material movement process.
- Cultivated lasting professional relationships, which created continuous client referral streams within community.
- Reviewed and analyzed daily cash activity to ensure accuracy of reconciliations.
- Identified, researched, and resolved discrepancies between internal records and financial statements.
- Assisted in the preparation of financial reports for management review.
- Developed a system to track all reconciling items to ensure timely resolution of outstanding issues.
- Analyzed data sources such as balance sheets, income statements, and trial balances to detect errors or inconsistencies.
Clerk Cashier
EVERGREEN INTERNATIONAL INC
CHICAGO, IL
08.2018 - 09.2019
- Processed all sales transactions accurately and promptly to prevent long customer wait times.
- Trained new employees in cashiering procedures, offering assistance in resolving customer billing issues.
- Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
- Assisted customers with account updates, new service additions and promotional offers.
- Resolved issues with cash registers, card scanners and printers.
- Monitored sales events, added new merchandise and rang up purchases.
- Reviewed existing billing processes and spearheaded ongoing simplification initiatives and operational strategies that improved company collections and customer satisfaction.
- Assisted customers with invoice questions, special invoicing, reporting, corrections and write-offs and resolved customer issues discovered during invoicing and collection process.
- Handled past due accounts, including collections and status reports.
- Created receiving reports and updated vendor balance sheets to record accounts payable.
Warehouse Inventory Clerk
CHAMPION LOGISTICS LLC
NORTHLAKE, IL
09.2014 - 05.2016
- Tracked inventory, conducted cycle counts and audits and resolved issues to maintain accurate records.
- Prepared inventory for shipment by attaching tags and labels and executing shipment documents to facilitate delivery to proper customers.
- Received, checked-in and stocked merchandise throughout store, helped maintain store inventory levels and assisted with orderliness and cleanliness of sales floor and stock room.
- Managed weekly inventory and supply tracking, noting items requiring reorder.
- Assessed current inventories and brought in supplies to keep stock within optimal levels for expected demands.
- Resolved complaints and eliminated delays by collaborating with vendors and updating strategies.
- Supervised warehouse personnel to provide operational guidance and promote optimal inventory control and productivity.
- Set up purchasing program that kept up with changing customer demands.
- Resolved customer complaints immediately, escalating those that required additional assistance.
- Protected store assets with effective loss prevention strategies.
- Controlled inventory to eliminate expenses and ensure optimal stock.
- Coordinated inventory, stocking, and ordering.
- Meticulously maintained records to track adjustments, pallet audits and errors.
- Performed scheduled inventory counts and supply audits.
- Utilized tracking systems and documentation to trace cargo on its route.
Sales Associate/Claims Processor
WALMART
FOREST PARK, IL
09.2011 - 08.2014
- Kept apprised of emerging trends and provided informative customer service to assist in product selection.
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
- Coached team members on security risks and loss prevention to aid in mitigating store theft.
- Processed orders through telexone and coordinated product deliveries.
- Trained all new sales employees on effective sales, service and operational strategies to maximize team performance.
- Readied merchandise for sales floor by marking items with identifying codes and accurate pricing.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Maintained comprehensive database, including enrollment data, claim submission and payment information.
- Reviewed history records to determine benefit eligibility for services.
- Verified claim data correctness in preparation for processing.
Fast Food Team Member
MCDONALD'S
LYONS, IL
06.2009 - 08.2011
- Kept customer and food preparation areas clean and well-organized for maximum efficiency.
- Accepted transaction payments, making change for cash payments and processing credit cards, debit cards and gift cards.
- Maximized customer satisfaction by quickly addressing and resolving complaints with food or service.
- Reviewed contents on food trays to check receiving complete order.
- Entered requested menu items into POS terminal, modifying with substitutions and add-ons to customize orders.
- Completed opening, closing and shift change tasks to promote store efficiency.
- Completed side work tasks, including restocking condiments and cleaning refrigerators.
- Scheduled equipment use with managers, using information about daily menus to help coordinate cooking times.
- Prepared items according to written or verbal orders, working on several different orders simultaneously.
- Promptly reported complaints to shift lead for quick, efficient resolution.
Education
High School Diploma -
Morton East High School
Cicero05-2013
Some College (No Degree) -
Malcolm X City College
Skills
- Asset protection expertise
- Email marketing
- Cross-selling and upselling
- Policy adjustment knowledge
- Customer follow-up
- Leadership
- Reliable and trustworthy
- Multitasking
- Critical thinking
- Friendly, positive attitude
- Analytical
- Training & Development
- Microsoft Office
- Data management
- POS systems
- Cash register operation
- Scanner operations
- Credit and cash transactions
- ID verification
- Payment processing
- Excellent communication skills
- Commercial insurance
- Thrives under pressure
- Self-motivated
- Financial products knowledge
- Customer advocate
- Casualty auto insurance
- Complaint handling and resolution
- Policy types understanding
- Property and casualty products
- Report generation
- Call center experience
- High-energy attitude
- Adaptive team player
- Inbound and outbound calling
- Stockroom procedures
- Sales expertise
- Office equipment proficiency
- Customer Service
Certification
- Licensed -Casualty and producer- 2020
Timeline
Insurance Agent/Finance Administrator
INSURANCE NAVY
09.2019 - Current
Clerk Cashier
EVERGREEN INTERNATIONAL INC
08.2018 - 09.2019
Warehouse Inventory Clerk
CHAMPION LOGISTICS LLC
09.2014 - 05.2016
Sales Associate/Claims Processor
WALMART
09.2011 - 08.2014
Fast Food Team Member
MCDONALD'S
06.2009 - 08.2011
High School Diploma -
Morton East High School
Some College (No Degree) -
Malcolm X City College
- Licensed -Casualty and producer- 2020
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