Giselle Herrera
Dallas,TX
Summary
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.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Gainsco, MGA
06.2023 - 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
01.2019 - 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 - 01.2019
- 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
High School Diploma -
W.W Samuel High School
05.2017
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
Certification
- Licensed Insurance Agent
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Gainsco, MGA
06.2023 - Current
Insurance Sales Agent
L.A Insurance
04.2021 - 06.2023
Cashier
Central Market HEB
01.2019 - 04.2021
Assistant Manager
Jack In The Box
09.2016 - 01.2019
High School Diploma -
W.W Samuel High School
- Licensed Insurance Agent
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