Isaac Paramo
Customer Success/Client Relations/Retention Specialist - Insurance - Retail
Cedar Park,TX
Summary
Personable Customer Service professional offering over 4 years of experience resolving account and service concerns for home and auto insurance customers. Smoothly uncovered and solved customer service concerns while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Skilled in building bridges and cementing connections with insurance accounts to serve needs, strengthen loyalty and drive competitive growth. Well-versed in insurance products and successful at achieving sales objectives with consistency. Service-driven team player with record of providing high-quality support for over 10 years in retail and insurance roles.
Work History
Client Retention Specialist
Hippo Insurance
Austin , TX
2020.09 - 2021.01
- Bolstered customer retention by offering discounts and tailored recommendations to address their insurance needs.
- Resolved rate increase concerns over phone and email with up to 20-25 customers daily
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated customers about home insurance coverage, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Effective liaison between customers and internal departments.
- Maintained up-to-date knowledge of product and service changes.
- Assisted with hands-on implementation of Salesforce CRM tailored to Retention team workflows.
- Entered customer interaction details in Salesforce CMR to track requests, document problems and record solutions offered.
- Compensation: $45,000/year plus enhanced monthly commission
Sr Customer Success Specialist - Sales and Service
Hippo Insurance
Austin , TX
2019.03 - 2020.09
- Overnight shift: Answered customer calls, chats, and emails promptly to avoid wait times.
- Offered insurance advice and assistance to customers, paying attention to special needs or wants.
- Recommended insurance coverage to customers by thoroughly explaining details.
- Responded to customer requests for products, services and company information via phones, Zendesk and Salesforce email, as well as chats.
- Cultivated customer loyalty, promoted repeat customers and improved sales by providing excellent service.
- Compensation: $55,000/year plus monthly commission
Escalated Call Specialist
State Farm
Richardson , TX
2018.09 - 2019.01
- Investigated and resolved escalated customer inquiries and complaints.
- Took average of 15-20 escalated inbound calls per day.
- Entered customer interaction details into CRM to track requests, document problems and record solutions offered.
- Assisted frontline sales and support representatives with procedures and locating resources.
Contact Center - Bilingual Insurance Sales Rep
State Farm
Richardson , TX
2017.03 - 2018.09
- Average of 20-25 inbound Spanish language insurance sales and service calls.
- Assisted prospects and policyholders with insurance coverage tailored to their needs.
- Used consultative sales approach to understand customer needs and recommend relevant offerings
- Responsible for staying up to date with state specific underwriting guidelines for insurance products offered.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Compensation: $20/hour.
Uber Driver
Uber DFW
Dallas , TX
2016.07 - 2017.01
- Responsible for driving patrons to desired destinations.
- Received pay per trip or high hourly rates during specific times.
- Achieved driver rating of 5.0
- Compensation: Approximately $10-$26/hour.
Handyman Assistant
Pepe Stucco Repair & Handyman
Garland , TX
2016.11 - 2016.12
- Worked for father helping with handyman work ranging from stucco repair, roof shingle repairs, tree/hedge trimming, etc.
- Efficiently prepared job sites by removing debris and setting up materials and tools.
- Determined materials needed for daily shift and loaded vehicles with equipment and supplies.
- Used required tools to complete jobs, including hammers, saws, squares, levels and fastening devices.
- Compensation: $400 -$500/week.
Store Manager
Spirit Halloween
Rockwall , TX
2016.08 - 2016.11
- Responsible for full operation of high-volume Halloween store including hiring and training of seasonal staff, store setup and tear down, staff scheduling, cash control, loss prevention and store maintenance.
- Reported to district manager regarding all store and staff issues, financial goals and sales.
- Rotated merchandise and displays to feature new products and promotions.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Engaged and interacted with customers to create positive shopping experiences and drive revenue growth.
- Location was projected to do $300,000 in sales and ended season at close to $600,000.
- Compensation: $1300/bi-weekly.
Operations Manager
Guitar Center
Dallas , TX
2013.03 - 2016.07
- Successfully launched new store location as Operations Manager.
- Responsible for hiring and training of Operations personnel and making staff schedules.
- Protected company assets from loss such as theft or damage by setting and enforcing effective security policies.
- Led warehouse improvement initiatives to advance operational efficiencies and increase revenue.
- Restocked inventory to sustain levels and produced weekly inventory audits.
- Compensation: $32,000/year + quarterly bonus.
Operations Associate
Guitar Center Inc.
Dallas , TX
2009.03 - 2013.02
- Began as door staff greeting customers and logging incoming/outgoing equipment for loss prevention purposes.
- Attained Warehouse Manager role, handling the daily shipping and receiving operations of the store, as well as the upkeep of warehouse standard for inventory control.
- Accepted role as Operations Manager-In-Training and shadowed Operations Manager daily for two years to learn ever aspect of the job, from inventory management, to payroll and scheduling, reconciling shipping/receiving logs
- Compensation: $13.00/hour
Operations Manager
American Multi-Cinema
Dallas , TX
2006.03 - 2009.04
- Began as usher & concessionist
- Quickly achieved ranks of Team Lead, Operations Assistant, and Operations Manager.
- As Operations Manager, first assignment was the Food & Beverage department driving revenue by training staff on upselling and cross-selling.
- Completed weekly supply & inventory orders.
- Completed weekly inventories of merchandise to asses proper selling competencies and prevent loss.
- Interviewed, hired and trained staff as needed in peak seasons.
- Compensation: $32,000/year
Education
Associate of Science - Liberal Sciences
2015.01 - 2018.08
- Received Dallas County Community College STEM Scholarship
- Inactive member of Phi Theta Kappa Honor Society
- Inactive member of Mu Alpha Theta Mathematics Honor Society
- Graduated with 3.4 GPA
High School Diploma -
2002.08 - 2006.05
- Member of the Army Junior Reserve Officer Training Corps. (JROTC); Graduating Rank: Captain
- Selected leader of junior cadet Armed Drill Team and Rifle Team which competed with other schools.
- Overall High School graduation GPA: 3.4
Skills
Licensed Property and Casualty Producer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Client Retention Specialist - Hippo Insurance
2020.09 - 2021.01
Sr Customer Success Specialist - Sales and Service - Hippo Insurance
2019.03 - 2020.09
Escalated Call Specialist - State Farm
2018.09 - 2019.01
Contact Center - Bilingual Insurance Sales Rep - State Farm
2017.03 - 2018.09
Handyman Assistant - Pepe Stucco Repair & Handyman
2016.11 - 2016.12
Store Manager - Spirit Halloween
2016.08 - 2016.11
Uber Driver - Uber DFW
2016.07 - 2017.01
Richland College - Associate of Science, Liberal Sciences
2015.01 - 2018.08
Operations Manager - Guitar Center
2013.03 - 2016.07
Operations Associate - Guitar Center Inc.
2009.03 - 2013.02
Operations Manager - American Multi-Cinema
2006.03 - 2009.04
Hillcrest High School - High School Diploma,
2002.08 - 2006.05
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