DESIRE CALDERON
Saint Cloud,FL
Summary
Highly effective, knowledgeable and experienced in banking, retail, and medical sectors identifying customer needs, responding to customer queries, and collaborate with internal departments to optimize customer services and brand awareness. Ably tracks customer experiences, identifies customer needs, and document customer feedback. Strong leadership and client communication skills with a client-centered approach, building customer retention and loyalty.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Premier Servicing Specialist II
TRUIST FINANCIAL
Orlando, FL
07.2021 - Current
- Provide excellent customer service for our premier clients
- Assist Clients with inquiries and problem solutions, and educate clients with self-service options
- Attained and exceeded position goals
- Client Experience 106.3% to goal over my career
- Process Quality 106.2% to goal over my career
- FCR 119.3% to goal over my career
- Coached and Developed new hires and returning teammates
- Selected for MVP1 Project
- Mentored Alorica Teammates
Life Insurance Agent
AMERICAN INCOME LIFE
Altamonte Springs, FL
02.2021 - 08.2021
- Provided great customer service and advice recommending life insurance products retaining clients
- Averaged selling between $4,000-$6000/week in life insurance products
- Maintained a high client retention rate of 88%
Store Manager
7-ELEVEN
Kissimmee, FL
04.2019 - 08.2020
- Managed day-to-day operations of the store, conducted daily, weekly, and monthly inventory checks, and supervised all employees
- Conducted training for employees in handling payroll, banking, and paperwork
Dietary Aide
TERRACE OF KISSIMMEE
Kissimmee, FL
03.2017 - 03.2018
- Ensured all dietary procedures are followed in accordance with established policies
- Worked with the facility’s dietician as necessary and implemented recommended changes as required
Advance Medical Support Assistant
VA BOSTON HEALTHCARE (VABHS)
Jamaica Plain, MA
03.2016 - 10.2016
- Scheduled appointments including no-shows, wait list, and clinic visits
- Assisted patients with check-in on the Vet Link Kiosk
- Interpret and verified provider orders in accordance with VHA national scheduling guidelines
- Verified and updated demographics and insurance information
Custodian Team Leader
BROOKSBY VILLAGE
Peabody, MA
06.2014 - 03.2016
- Provided leadership and direction to custodians maintaining cleanliness of the community
- Supervised daily work assignments, trained employees, ensured proper handling and disposal of waste, and followed work orders for room and furniture setups
Education
Accounting
North Shore Community College
Business Administration
Strayer University
Skills
- Customer Satisfaction
- Leadership and Mentoring
- Scheduling
- Clear Communications
- Data Entry
- Effective Listening and Empathy
- Problem Resolution
- Collaborative and Self-Directed
- Sales
- Administrative Skills
- Contact Centers
- MS Office Suite
Certification
2-15 Life Insurance, Variable Annuity and Health, W717875
Timeline
Premier Servicing Specialist II
TRUIST FINANCIAL
07.2021 - Current
Life Insurance Agent
AMERICAN INCOME LIFE
02.2021 - 08.2021
Store Manager
7-ELEVEN
04.2019 - 08.2020
Dietary Aide
TERRACE OF KISSIMMEE
03.2017 - 03.2018
Advance Medical Support Assistant
VA BOSTON HEALTHCARE (VABHS)
03.2016 - 10.2016
Custodian Team Leader
BROOKSBY VILLAGE
06.2014 - 03.2016
Accounting
North Shore Community College
Business Administration
Strayer University