Jacky Silva
Waterbury,CT
Summary
Knowledgeable Call Center Rep with proven ability to streamline office operations and enhance customer satisfaction. Successfully managed high-performing customer service team, implementing processes that improved efficiency and service quality. Demonstrated strong problem-solving skills and effective communication abilities.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Sales/Customer Service/Office Manager
Allstate Insurance
01.2006 - Current
- In complete charge of all operations for the agency to include sales, customer service, claims and claims follow ups, payments, cancellations, reinstatements, billing and billing breakdowns, surplus lines, commercial policies, bank deposits, cross selling, mailers, emails and texting
- Successfully resolved escalated customer issues by maintaining professionalism and demonstrating empathy towards clients'' concerns.
- Reduced customer complaints with proactive identification of issues and effective resolution strategies.
- Retained an overall retention ratio of 90% in a very competitive environment
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Agency annually received top 10% customer satisfaction results
- Enhanced customer satisfaction by efficiently managing office operations and addressing client concerns promptly.
Remote Sale/ Customer Service
Farmers Insurance
08.2023 - 08.2024
- Sales of all products life, homeowner, auto insurance, condo, business, workers compensation and agency manage accounts fully
- Cross selling, servicing, claims, billing, mailers, reinstatements, educate insureds
- Agency received top Farmers sales for Commercial Business in first six months for agency
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
- Enhanced customer experiences by providing timely and accurate information on products and services.
- Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
Customer Service/ Front Desk
Gault Inc
01.2000 - 01.2006
- Customer Service, Oil deliveries, invoicing and mailing, new account set – up, review of increases in oil prices
- Improved monthly mailer of over 5000 invoices for both oil and service departments from 3 days to 1 day
- 2002 company launched new computer system and was part of team to educate new system to employees and couched with computer issues throughout my employment with company
- Managed high call volume with professionalism, ensuring that all phone calls were answered quickly and accurately.
- Created and maintained pleasant and calming environment to deliver excellent experience for co-workers
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
GED -
Central High School
Bridgeport, CTCertificate -
Las Vegas – Business Administration School
General Studies -
Housatonic Community College
Bridgeport, CTSkills
- MICROSOFT
- INTERNET
- SOCIAL MEDIA
- TEAM PLAYER
- EXCELLENT CUSTOMER SERVICE SKILLS
- PRIORITIZE
- SKILLED AT LEARNING NEW CONCEPTS QUICKLY
- WORK WELL UNDER PRESSURE
- Professionalism and courtesy
- Organized
- Call center experience
- Data entry proficiency
Certification
- Licensed Property and Casualty
- LIFE (working on Health)
Languages
Spanish
Limited Working
Timeline
Remote Sale/ Customer Service
Farmers Insurance
08.2023 - 08.2024
Sales/Customer Service/Office Manager
Allstate Insurance
01.2006 - Current
Customer Service/ Front Desk
Gault Inc
01.2000 - 01.2006
Certificate -
Las Vegas – Business Administration School
General Studies -
Housatonic Community College
GED -
Central High School
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