Guadalupe Rios
S. El Monte,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
Work History
Customer Lending Representative/Account Manager
Loandepot
03.2021 - 12.2021
- Provide excellent customer service to prospective customers
- Verified information submitted by consumer through online Inquiry
- Quickly build rapport with potential clients
- Identify customer's goals and objectives
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
ERS Agent
Automobile Club Of Southern California
11.2021 - 07.2022
- Answered 100-200 calls per day.
- Resolved caller issues quickly and thoroughly.
- Informed clients of policies and procedures.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Assist members with there emergency roadside needs.
- Worked effectively in fast-paced environments.
Insurance Service Representative
Automobile Club Of Southern California
07.2022 - Current
- Provide support 2 days a week by taking PMG calls.
- Reviewed and adjusted member's coverage levels to address, identify and resolve customer conflicts.
- Provide follow up calls to members reassuring them issue has been taken care of.
- Provide support to sales agents. Running CVR's, making necessary changes on policies for them.
- Helping members in timely manner when checked in. Document changes requested by insured in PEPSC and HOUN. Such as remove/add vehicle, increase/decrease coverage and add/remove drivers.
- Scrub leads according to qualifications. Identify possible new business for agents.
- Initiated outbound customer calls to review policy and obtain late payments to avoid lapse in coverage.
- Assist with cashiering taking payments and checking members in accordingly
- Making sure office supplies are stocked and if needed place order.
- Uploading documents such as death certificates, exclusion forms, school transcripts to share point.
Claims Service Representative
Auto Club Of Southern California
07.2023 - Current
- Enhanced customer satisfaction by efficiently processing and resolving claims in a timely manner.
- Reduced processing time for claims by implementing new organizational strategies and streamlining procedures.
- Collaborated with adjusters to ensure accurate claim evaluations and settlements, improving overall efficiency.
- Maintained thorough knowledge of company policies and insurance regulations, ensuring proper claim handling procedures were followed.
- Provided exceptional customer service by addressing concerns, answering questions, and explaining complex policy information to clients.
- Managed high-volume caseloads and prioritized tasks effectively to meet strict deadlines without compromising on quality or accuracy.
- Continuously updated skills through professional development training opportunities, leading to improved job performance.
- Monitored claim trends for potential fraud indicators, contributing to the reduction of fraudulent activity within the company.
- Conducted thorough investigations into complex claims situations, ensuring fair outcomes for all parties involved.
- Monitored and managed claim expenses to control costs and maximize profitability.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
Education
High School Diploma -
San Gabriel High School
San Gabriel, CA06.2002
Skills
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Verbal and Written Communication
- Customer Retention Strategies
- Understanding Customer Needs
- Team-Oriented and Cooperative
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Inbound and Outbound Calling
- Promoting Brand and Company Identity
- Strong Analytical and Problem Solving Skills
- Customer Retention Strategies
Timeline
Claims Service Representative
Auto Club Of Southern California
07.2023 - Current
Insurance Service Representative
Automobile Club Of Southern California
07.2022 - Current
ERS Agent
Automobile Club Of Southern California
11.2021 - 07.2022
Customer Lending Representative/Account Manager
Loandepot
03.2021 - 12.2021
High School Diploma -
San Gabriel High School
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