Giselle Herrera
Dallas,TX
Summary
Motivated professional possessing exceptional multitasking, organizational and time management abilities. Expertise in customer relationship management, prospecting and sales. Proficient in Insurance Pro, Matrix, Microsoft, and ITC. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Gainsco, MGA
07.2023 - Current
- 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.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Met all call quality standards and daily quotas for first-call resolution.
- Responded to customer calls and emails to answer questions about products and services.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Mentored new hires by sharing best practices, offering guidance, and modeling exemplary customer service techniques.
Insurance Sales Agent
L.A Insurance
04.2021 - 06.2023
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Handled approximately 35 outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage.
- Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Established payment methods for clients to facilitate customer payments and issue receipts.
- Educated clients on insurance products, enabling them to make informed decisions regarding their coverage needs.
- Developed strong relationships with clients through consistent communication and exceptional customer service.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
- Generated quotes and proposals for clients to match individual needs.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Negotiated favorable terms for clients with carriers while maintaining strict adherence to underwriting guidelines.
Cashier
Central Market HEB
09.2019 - 04.2021
- Assisted customers with special services, account updates and promotional options.
- Increased sales by offering advice on purchases and promoting additional products.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Addressed customer needs and made product recommendations to increase sales.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
Assistant Manager
Jack In The Box
09.2016 - 01.2020
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Education
El Centro College
Dallas, TXHigh School Diploma -
W.W Samuel High School
Dallas, TXSkills
Underwriter Collaboration
POS
Microsoft Exchange
Billing Adjustments and Refunds
Payment Processing
Paperwork Processing
Administrative Support
Customer Relationship Management (CRM)
Quality Control
POS systems expert
Certification
- Licensed Insurance Agent
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Gainsco, MGA
07.2023 - Current
Insurance Sales Agent
L.A Insurance
04.2021 - 06.2023
Cashier
Central Market HEB
09.2019 - 04.2021
Assistant Manager
Jack In The Box
09.2016 - 01.2020
El Centro College
High School Diploma -
W.W Samuel High School
- Licensed Insurance Agent
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