Isabel Torres
CANOGA PARK,CA
Summary
Results-driven Senior Customer Service Representative with a proven track record in customer support, complaint resolution, and team mentorship. Expertise in quality assurance and conflict management, committed to enhancing customer satisfaction and team performance.
Results-driven customer service professional with expertise in conflict resolution, quality assurance, and team mentorship. Proven ability to enhance customer satisfaction and streamline processes through effective problem-solving and training development.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
The Baldwin Group
Woodland Hills, CA
07.2015 - Current
- Mentored team members to enhance customer service skills and improve overall team performance.
- Resolved complex customer inquiries through effective problem-solving and conflict resolution techniques.
- Implemented process improvements that streamlined workflow and enhanced service efficiency.
- Developed training materials for new hires, ensuring consistent understanding of company policies and procedures.
- Coordinated with cross-functional teams to address customer needs and optimize service outcomes.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Mentored junior team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Customer Support Team Lead
Vertafore
Woodland Hills, CA
01.2009 - 04.2015
- Led customer support team, enhancing service delivery and responsiveness to client inquiries.
- Developed training programs for new hires, improving onboarding and skill acquisition processes.
- Implemented quality assurance measures, ensuring high standards in customer interactions and satisfaction.
- Analyzed support metrics to identify trends, driving strategic improvements in service protocols.
- Managed department call volume of 30 calls per day and coordinated department schedules to maximize coverage during peak hours.
Education
High School Diploma -
John H. Francis Polytechnic
Sun Valley, CA06.2000
Skills
- Customer support
- Complaint resolution
- Account management
- Escalation management
- Service recommendations
- Call center experience
- Call auditing
- Representative training
- Policy improvement
- Customer service
- Teamwork and collaboration
Accomplishments
10 consecutive winner of the top performer for the department
Certification
- Certified Insurance Service Representative
- Accredited Customer Service Representative
- Licensed Property and Casualty Insurance
Languages
Spanish
Native or Bilingual
Timeline
Senior Customer Service Representative
The Baldwin Group
07.2015 - Current
Customer Support Team Lead
Vertafore
01.2009 - 04.2015
High School Diploma -
John H. Francis Polytechnic