Frankie Gonzalez
Erie,Pennsylvania
Summary
Well-organized Customer Advocate determined to resolve customer concerns to complete satisfaction. Balances company requirements against customer needs. Highly professional and courteous in all interactions.
Overview
19
19
years of professional experience
Work History
Customer Advocate II
Erie Insurance
12.2023 - Current
- Answers all phone calls with priority and in a professional manner
- Assists supervisor with team administrative tasks
- Attends appropriate training and informational meetings to learn and maintains a working knowledge of ERIE policies, procedures and processing systems, as well as industry knowledge and applicable licensure
- Trains and mentors less experienced staff, and acts as subject matter expert (SME) for department and projects, as applicable
- Works independently to make special billing arrangements, business decisions and documents all inquiries within the guidelines provided
- Responds to inquiries regarding policy accounting, insurance coverages, and policy ratings for all property/casualty lines of business in all operating states
- Makes billing arrangements based off Erie’s Customer Care billing protocols
- Provides service to and acts as a liaison between Policyholders, Agents, and ERIE
- Mentors new employees through training into their future roles as a Customer Advocate
- Cross-trained in multiple functions in Customer Care such as Research Team, Digital Services Team, and First Notice of Loss
- Maintains a working knowledge of Erie’s procedures and policies
- Assists with coordinating the resolution of accounting, underwriting, and policy issues
Customer Advocate I
Erie Insurance
06.2018 - 01.2024
- Answers all phone calls with priority and in a professional manner
- Responds to inquiries regarding policy accounting, insurance coverages, and policy ratings for all property/casualty lines of business in all operating states
- Makes billing arrangements based off Erie’s Customer Care billing protocols
- Provides service to and acts as a liaison between Policyholders, Agents, and ERIE
- Mentors new employees through training into their future roles as a Customer Advocate
- Cross-trained in multiple functions in Customer Care such as Research Team, Digital Services Team, and First Notice of Loss
- Maintains a working knowledge of Erie’s procedures and policies
- Assists with coordinating the resolution of accounting, underwriting, and policy issues
- When requested, assists First Notice of Loss department in answering claim inquiries, entering loss reports, and updating claim information
- Listened to customers to assess issues and provide accurate information
Bilingual First Notice of Loss Rep I
Erie Insurance
09.2016 - 06.2018
- Answers all English and Spanish phone calls with priority and in a professional manner including Claim Inquiries and First Notice of Loss Phone Calls
- Routes roadside assistance and customer service phone calls to the proper department
- Enters new Loss Reports and updates Claim Information with accuracy while being empathetic and understanding that customer may be experiencing a traumatic event
- Answers claim inquiries from different callers such as Policyholders, Claimants, 3rd Party Insurers, Agents, etc
- Generates repair assignments and rental reservations based off of Policyholders’ coverage for automobile policies and provides property mitigation advice and contractors for Property policies
- Maintains a working knowledge of Erie’s claims processing system, policies and procedures
- Enters other First Notice of Loss Reps’ paper loss reports into ERIE’s Electronic Claims System as required
- Provides ERIE’s entire customer base with Above All In Service satisfaction
Guest Services Agent
Fairfield Inn by Marriott
07.2016 - 11.2016
- Trains and mentors less experienced staff, and acts as subject matter expert (SME) for department and projects, as applicable
- Maximized hotel revenue by offering guests upgrades that utilized hotel amenities and rooms
- Managed reservations over the phone and in person for all guests
- Ensured that all room complaints were handled.
- Handled all guest transactions with high accuracy and attention to detain
Front Desk Clerk
Comfort Inn & Suites by Choice Hotels
04.2016 - 07.2016
- Answers all phone calls and managed reservations with priority and in a professional manner
- Enrolled guests into Choice Privileges to create a more welcoming check-in experience
- Maximized hotel and enterprise revenue by providing guests with information on Splash Lagoon, Peek and Peak, and other enterprise owned businesses
- Communicated customer needs with departmental staff, and complaints to General Manager
Tanning Expert-Information Technology Advisor
Sun Capsule Family Tanning Salon
03.2014 - 07.2016
- Collaborated with Marketing Team to draft a Marketing Plan Routes roadside assistance and customer service phone calls to the proper department
- Designed company advertisements such as creating the new company website, gift cards, coupons, and other necessary media
- Provided certified tanning advice in a friendly and professional manner while maximizing sales
- Communicated customer complaints to General Manager
Senior Level Dispatcher
Professional Communications
06.2006 - 10.2012
- Answered phone calls and programmed several accounts and hyper-texting scripts for new clients
- Dispatched emergency phone calls for medical offices and provided emergency technical support
- Created appointments for medical offices, plumbing companies, and other contractors
- Modified different types of accounts for different clients on demand to ensure call flow and protocol are met based on the clients’ needs
- Maintained high performance statistics at an average of 90% compared to the requirement of 70%
Education
Associate of Science - Business Administration
Edinboro University of Pennsylvania
Edinboro, PA06-2015
Bachelor of Arts - Generalized Studies
Edinboro University of Pennsylvania
Edinboro, PA06-2015
Skills
- Motivated Team Leader
- Experienced in Computer Troubleshooting
- Experienced Customer Service Representative with more than 15 years of experience in several types of contact centers such as telemarketing, customer service, and sales agencies
- Areas of Expertise in Customer Service Management, Dispatching, Operator/Receptionist, HIPAA and Confidentiality, Mentoring, and prior training experience
- Fluent in English and Spanish
Timeline
Customer Advocate II
Erie Insurance
12.2023 - Current
Customer Advocate I
Erie Insurance
06.2018 - 01.2024
Bilingual First Notice of Loss Rep I
Erie Insurance
09.2016 - 06.2018
Guest Services Agent
Fairfield Inn by Marriott
07.2016 - 11.2016
Front Desk Clerk
Comfort Inn & Suites by Choice Hotels
04.2016 - 07.2016
Tanning Expert-Information Technology Advisor
Sun Capsule Family Tanning Salon
03.2014 - 07.2016
Senior Level Dispatcher
Professional Communications
06.2006 - 10.2012
Associate of Science - Business Administration
Edinboro University of Pennsylvania
Bachelor of Arts - Generalized Studies
Edinboro University of Pennsylvania
Similar Profiles
Brennan HolmesBrennan Holmes
Property Adjuster I at Erie InsuranceProperty Adjuster I at Erie Insurance
William RuchWilliam Ruch
Claims Support Specialist II at Erie InsuranceClaims Support Specialist II at Erie Insurance
Shane StollShane Stoll
Property Adjuster at Erie InsuranceProperty Adjuster at Erie Insurance
TENILLE CROCKETTTENILLE CROCKETT
Intake Representative at One Senior Care, LIFE NWPAIntake Representative at One Senior Care, LIFE NWPA
Layla GeorgeLayla George
Sales Associate at WalmartSales Associate at Walmart