IVETTE GOY
Property and Casualty agent
Phoenix,AZ
Summary
BILINGUAL CUSTOMER SERVICE/ SALES SPECIALIST Multifaceted customer service and sales experience; Bi-lingual (English and Spanish speaking) support specialist with impeccable communication skills and a proven background in service-driven environments to produce world-class results. Dedicated leader with compliance management, solution development and implementation experience, driving revenue while maintaining positive business relationships. Offers an extensive achievement record in delivering record-high customer service levels, improving the status of underperforming departments, and resolving inter-departmental conflicts with resolutions. Enjoys growing and empowering fellow employees, dedicating time to mentoring, instilling a strong work ethic and fostering an environment of respect with a positive attitude. Inspires the respect and confidence of team members by working diligently to instill exemplary customer and employee relations. Successfully achieves creation of procedures and processes while ensuring compliance rules and regulations are followed.
Overview
19
19
years of professional experience
1
1
Certification
Work History
SUPPORT SPECIALIST
CONCORD SERVICING CORPORATION
10.2018 - 07.2023
- Completed documentation to facilitate resolutions to customer inquiries within established guidelines, effectively listening to customers' needs and taking responsibility to gather data and create open action to assist.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Established direct contact with company's clients, building concrete relationships and positive communications to serve clients with the upmost importance.
COMPLIANCE MANAGEMENT RISK
CONCORD SERVICING CORPORATION
10.2016 - 10.2018
- Tracked information to establish and resolve client complaints and problems, using effective documentation and constant contact to find a resolution that would satisfy each client.
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
CUSTOMER SERVICE REPRESENTATIVE
CONCORD SERVICING CORPORATION
10.2011 - 10.2016
- Answered incoming calls and initiated outgoing calls, provided customers solutions and follow-up on complaints and inquiries; handled irate customers in a professional manner with exceptional patience and listening skills.
SALES EXECUTIVE
ALEJANDRO PORTUGAL INSURANCE
10.2004 - 06.2011
- Provided insurance for customers who met criteria and utilized good report and communications to achieve sales goals.
- Developed strong rapport with customers and created positive impression of business.
Skills
- Strategic Planning
- Customer Relationship Management
- Sales
- Problem Solving
- Compliance Management
- Gathering Data
- Communications
- Organization
- Bilingual (English/Spanish)
- Development Solutions
- Remote Support
- Property insurance
- Auto insurance
Certification
- Property and Casualty Insurance License, Arizona, 01/01/2024
- Certified Credit Counselor (Mexico)
Accomplishments
- Created Bankruptcy procedures and work instructions for fellow employees for more cohesive andeffective business processes.
- Customer Service Awards for performance.
- Employee of the Year.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
SUPPORT SPECIALIST
CONCORD SERVICING CORPORATION
10.2018 - 07.2023
COMPLIANCE MANAGEMENT RISK
CONCORD SERVICING CORPORATION
10.2016 - 10.2018
CUSTOMER SERVICE REPRESENTATIVE
CONCORD SERVICING CORPORATION
10.2011 - 10.2016
SALES EXECUTIVE
ALEJANDRO PORTUGAL INSURANCE
10.2004 - 06.2011
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