Gilberto Coto Rubi
Cincinnati
Summary
Dedicated, hardworking, and highly motivated professional with 11 years of experience in customer service and account management. Skilled in building client relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
11
11
years of professional experience
Work History
Sr. Client Success Advocate
Epremium Insurance
01.2023 - 05.2024
- Oversaw the Enterprise portfolio of most important clients.
- Established protocols to increase participation to meet our goals & increase revenue.
- Conducted trainings to on-board new clients and maintain the partnership.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Established trusting relationships with clients by maintaining open lines of communication.
- Effectively managed client expectations through clear communication and regular status updates, resulting in a high level of trust and confidence.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
Regional Account Manager
Epremium Insurance
04.2018 - 01.2023
- Managed a diverse portfolio of accounts across various regions, demonstrating adaptability and versatility in client relationship management skills.
- Achieved participation targets by developing strategic plans and executing effective account management practices.
- Served as primary point of contact for client escalations, ensuring timely resolution, maintaining high levels of satisfaction, and establishing open lines of communication.
- Resolved client issues promptly by coordinating with relevant departments.
- Established protocols to increase participation and meet our revenue goals.
- Delivered friendly service and offered expert support in every interaction.
- Conducted on-boarding, monthly, and quarterly trainings to ensure the success of the partnership.
- Conducted monthly, quarterly, and yearly client reviews.
Sr. Account Management Coordinator
Epremium Insurance
02.2016 - 04.2018
- Assisted the Account Manager in overseeing a portfolio of key accounts, consistently meeting assigned targets for growth and profitability.
- Supported the Account Manager in developing long-term relationships with key clients for business retention.
- Increased client satisfaction by effectively addressing and resolving account-related issues.
- Played an instrumental role in driving client retention and loyalty through the delivery of exceptional support, leading to numerous referrals and repeat business.
- Streamlined communication between clients and internal teams to ensure timely delivery of projects.
- Participated in regular meetings with the Account Manager to review performance metrics and strategize future action plans.
- Organized training sessions for newly onboarded clients, fostering a culture of continuous learning of our program.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
Bilingual Customer Service Supervisor
Epremium Insurance
03.2015 - 02.2016
- Reduced customer complaints by proactively identifying potential issues and implementing solutions.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Managed escalated cases effectively, leveraging bilingual capabilities to bridge communication gaps when necessary.
- Consistently met or exceeded key performance indicators related to response times, resolution rates, and customer satisfaction scores.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
Bilingual Customer Service Representative
Epremium Insurance
03.2014 - 03.2015
- 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.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers in navigating company website and completing online enrollments, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
Server
Chuy's Tex-Mex Restaurant
08.2013 - 06.2014
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Assigned as the designated server for high-profile guests, such as Bengals & Reds players.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Snack Bar Attendant
Kenwood Swim & Tennis Club
05.2013 - 08.2013
- Monitored inventory and notified management of deficiencies or shortages.
- Maintained a clean and organized work environment, ensuring compliance with health and safety regulations.
- Delivered exceptional customer service by attending to individual needs and preferences.
- Balanced multiple responsibilities simultaneously while maintaining excellent attention-to-detail in all aspects of the Snack Bar Attendant role.
- Handled cash transactions accurately, maintaining accountability for daily revenue totals.
- Provided support during special events, ensuring seamless execution of catering services as needed.
- Enhanced customer satisfaction by providing timely and accurate snack bar services.
- Collaborated with team members to ensure smooth operation of the snack bar during peak times.
- Prepared quality products while maintaining proper food safety practices, portion control, and presentation within service goal times.
- Managed inventory levels, minimizing stock shortages and reducing waste.
Education
No Degree - Business Management
University of Cincinnati
Cincinnati, OHHigh School Diploma -
Madeira High School
Cincinnati, OHSkills
- Strong Work Ethic
- Exceptional Customer Service
- Relationship Building
- Teamwork and Collaboration
- Client Relations
- Organizational Skills
- Multitasking Abilities
- Account Management
- Goal-Oriented
- Attention to Detail
- Flexible and Adaptable
- Dependable and Responsible
Languages
Spanish
Native or Bilingual
Timeline
Sr. Client Success Advocate
Epremium Insurance
01.2023 - 05.2024
Regional Account Manager
Epremium Insurance
04.2018 - 01.2023
Sr. Account Management Coordinator
Epremium Insurance
02.2016 - 04.2018
Bilingual Customer Service Supervisor
Epremium Insurance
03.2015 - 02.2016
Bilingual Customer Service Representative
Epremium Insurance
03.2014 - 03.2015
Server
Chuy's Tex-Mex Restaurant
08.2013 - 06.2014
Snack Bar Attendant
Kenwood Swim & Tennis Club
05.2013 - 08.2013
No Degree - Business Management
University of Cincinnati
High School Diploma -
Madeira High School
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