Itzel Tovar
Colorado Springs,CO
Summary
Dedicated Customer Service Specialist providing skills such as excellent verbal and written communication and problem solving to prioritize and multi-task in fast-paced working environment. Also known for successfully handling escalated customer support issues while also answering any concerns a coworker may have.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Licensed Insurance Sales Professional
USAA Federal Savings Bank
Colorado Springs, CO
04.2024 - Current
- Analyzed financial data related to premiums paid by customers and identified opportunities for cost savings.
- Educated customers about various types of property and casualty insurance products available in the market.
- Ensured compliance with applicable state laws governing the sale of property and casualty insurance products.
- Updated job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations .
- Responded promptly to customer inquiries regarding coverage options, premium costs.
- Assisted customers in selecting appropriate coverage levels based on their individual needs.
- Upsold products to policyholders and potential new clients.
Bilingual CSR
Synchrony Financial
Remote
11.2021 - 12.2022
- Provided outstanding customer service by actively listening closely to concerns and creating a plan to resolve their issues.
- Informed customers about billing procedures and processed payments while carefully handling customers private and personal information.
- Maintained up to date account information for each and every customer who called in needing to access their account.
- Utilized my exceptional verbal and written communication skills to provide high quality customer service.
Legal Intake Specialist
Consumer Attorney Marketing Group
Remote
08.2020 - 12.2020
- Interviewed clients and obtained vital case information to forward calls to the right Legal Office.
- Handled each and every call with empathy as some calls were very sensitive for clients to communicate.
- Followed a strict script and intake document to provide the best service and get our clients to the right Legal Team.
Alarm Dispatcher
Cops Monitoring
Lewisville, TX
11.2019 - 02.2020
- Dispatched to relevant police, fire, medical, and or security response personnel depending on individual alarm situations.
- Made outbound calls to alarm individuals and or businesses to inform and get the passcode for alarm shut off.
- Notated the account history with alarm type and what action was taken to insure the accuracy of the account records.
- Watched live footage of cameras showing gates around facility perimeter to identify vehicles or individuals attempting to gain access at improper points of entry, reporting to individual or security on premise.
Supervisor Tier 3
Kansas Child support
Lawrence, KS
08.2016 - 05.2019
- Gathered information from custodial parents and documented case history in case management software.
- Prepared documentation of administrative and legal actions related to child support orders.
- Maintained current knowledge of child support policies and procedures, Kansas family law and federal regulations.
- Handled escalated customer service concerns to preserve customer satisfaction.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Directed and supervised staff performance and call center floor.
- Mentored newly hired employees by having them shadow my work.
Education
High School Diploma -
Lewisville High School
Skills
- Conflict Resolution
- Administrative Support
- Multi-Task Management
- Strong oral and written communication
- Proactive and solution oriented
- Bilingual
- Data Entry
- Problem Solving
- Critical Thinking Skills
- Multi-Line Phone Systems
- Interpersonal Skills
- Prioritization
- Escalation Management
- Patience
- Adaptability
Softwares
- Proficient in MS Word, Excel, Teams, Outlook, Powerpoint, ..
- Spreadsheets
- Google Docs
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Certification
- Actively holding 21 State Licenses for Property and Casualty Personal Lines.
Timeline
Licensed Insurance Sales Professional
USAA Federal Savings Bank
04.2024 - Current
Bilingual CSR
Synchrony Financial
11.2021 - 12.2022
Legal Intake Specialist
Consumer Attorney Marketing Group
08.2020 - 12.2020
Alarm Dispatcher
Cops Monitoring
11.2019 - 02.2020
Supervisor Tier 3
Kansas Child support
08.2016 - 05.2019
High School Diploma -
Lewisville High School
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