Janet Mora
Houston,TX
Summary
Personable and dedicated Customer Service Representative with extensive experience in the insurance and banking industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport . Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, and cultivating partnerships .
Overview
7
7
years of professional experience
Work History
Bilingual Customer Service Representative
GEICO
Houston, TX
06.2021 - Current
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize Geico's reputation.
Reviewed documents with customer to ensure client comprehension.
Executed coaching plan with supervisor, and exceeded goal metrics.
Obtained high client satisfaction rates with high efficiency in a timely manner.
Obtained award for top 5 agent in SOMOS 4th quartile of 2023.
Assisted supervisor with team building activities as well as improved team bonding levels.
Delegates concerns from agents to upper management while also offering solutions.
Bilingual Customer Service Representative
Beyond Finance
Houston, TX
01.2020 - 05.2020
- ● Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
● Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge.
● Worked in call center environment handling manual and automatically dialed outbound calls.
● Payment recalculation and NSF makeup processing
● Enrolling creditors into debt settlement program and staying within
customers budget
Senior Specialist
JPMorgan Chase
Houston, TX
07.2017 - 07.2019
- ● Educated customers and bankers how to use online services
● Compiled customer feedback and recommended service delivery
improvements .
● Provided primary customer support in fast-paced environment
exceeding in call handle times.
● Assisted bilingual representatives with terminology and call flow ..
● Provided assistance with wire transfers, stop payments and account
transfers.
● Analyzed and escalated complaints, and issues to designated
departments for investigation and response.
● Learned and maintained in-depth understanding of Chase app , Chase
online and Chase Pay, providing knowledgeable responses to diverse questions.
● Answered telephone inquiries on banking products including checking, savings, and CDs .
● Investigated and resolved customer inquiries quickly.
● Met all customer call guidelines including service levels, handle time
and productivity.
● Enhanced productivity by staying on top of call scripts and
maintaining control over direction of conversations.
● Adhered to company policies and scripts to consistently achieve
call-time and quality standards.
● Received multiple positive surveys acknowledging dedication to
excellent customer service.
- Helped train the first bilingual online service representatives in Houston.
Education
Associate of Arts -
LoneStar College
Houston12-2016
Skills
- Problem Resolution
- Customer Relationship Management
- Customer Service And Assistance
- Group Leadership
- Interpersonal Communication
Timeline
Bilingual Customer Service Representative
GEICO
06.2021 - Current
Bilingual Customer Service Representative
Beyond Finance
01.2020 - 05.2020
Senior Specialist
JPMorgan Chase
07.2017 - 07.2019
Associate of Arts -
LoneStar College