Summary
Overview
Work History
Education
Skills
Certification
P&C Personal Lines License
Timeline
Generic

Janet Samaniego

San Antonio,TX

Summary

Service-oriented Customer Relationship Specialist with over 11 years of experience in the Commercial Insurance industry who delivers high quality customer service by accurately assessing client needs and recommending the most useful policies and products. Results-oriented Accepts and adapts readily to change, including changes in organizational structure, management, strategies, Driven Personable MS Office Proactive team player. Builds strong relationships Delivers outcomes Operates as a team player.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Personal Lines Customer Relationship Specialist

USAA - P&C Insurance
San Antonio, TX
12.2021 - 03.2022
  • Worked with multiple screens and programs to resolve customer issues.
  • Provided excellent customer service and provided answers to client questions within set standards.
  • Utilized inbound and outbound telephone techniques to solidify and build client relationships.
  • Worked cross-functionally with various members of product teams.
  • Interpreted contracts and communicated terms and conditions.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Provided information regarding charge accounts and loyalty programs.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.

Lobby Attendant

United State Postal Service
San Antonio, TX
06.2019 - 03.2021
  • Maintained lobby, hallway and auditorium cleanliness using various sanitation practices.
  • Welcomed guests to theater with friendly demeanor and smile and directed to screening rooms.
  • Provided assistance to guests with special needs and helped with seat accommodations.
  • Scanned patrons' tickets, reported invalid tickets to supervisor and assisted patrons to assigned seats.
  • Directed patrons to specific venue locations, restrooms and will-call window.
  • Monitored and kept emergency exit pathways clear and accessible.
  • Participated in on-going training and drills to prepare for emergency situations.
  • Communicated building deficiencies, security concerns or safety issues to supervisor.
  • Greeted customers with smile and provided friendly, knowledgeable service.
  • Sold stamps, and priority mail, helped customers use self service machine.
  • Assisted patron by giving directions.
  • Provided customer service by selling tickets and merchandise, answering questions and distributing programs.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Restocked and organized merchandise in front lanes.
  • Answered questions about store policies and addressed customer concerns.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Collected and authorized payments of guests.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Completed inventory counts and ordered merchandise.
  • Performed cash, card and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Used POS system to enter orders, process payments and issue receipts.
  • Maintained current knowledge of store promotions and highlighted sales to customers.

Senior Customer Relationships Specialist

The Hartford Insurance Group
San Antonio, TX
06.2004 - 04.2014
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Communicated professionally with colleagues, freelancers and clients.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Promptly responded to inquiries and requests from prospective customers.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%.
  • Trained staff on operating procedures and company services.
  • Cross-trained and provided back up for customer service managers.
  • Sought ways to improve processes and services provided.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Handled over 60 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Investigated and resolved accounting, service and delivery concerns.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Implemented and developed customer service training processes.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities for Commercial business.

Customer Sales and Service Representative

Providian Financial
San Antonio, TX
03.2000 - 01.2004
  • Help/support the SCSR's in acquiring agency profiling information
  • Proactively make outbound phone calls for the sole purpose of relationship building and increasing knowledge of the agency and contacts within the agency, Provided quality customer service regarding credit care accounts
  • Serviced and retained customers accounts
  • Performed account maintenance (ex
  • Sending statements, processing payment, reversing late fees)
  • Offered and Sold membership products to eligible account holders
  • Assisted customer with online access
  • Resolved concerns with products or services to help with retention and drive sales.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.

Education

High School Diploma -

MacArthur High School
1996

Skills

  • Customer Retention Strategies
  • Responding to Difficult Customers
  • Upbeat and Positive Personality
  • Data Entry and Maintenance
  • Customer Experience
  • Upselling Products and Services
  • Issue and Complaint Resolution
  • Active Listening
  • Courteous with Strong Service Mindset

Certification

  • P&C Personal Lines License

P&C Personal Lines License

Obtained in December of 2021.

Timeline

Personal Lines Customer Relationship Specialist

USAA - P&C Insurance
12.2021 - 03.2022

Lobby Attendant

United State Postal Service
06.2019 - 03.2021

Senior Customer Relationships Specialist

The Hartford Insurance Group
06.2004 - 04.2014

Customer Sales and Service Representative

Providian Financial
03.2000 - 01.2004

High School Diploma -

MacArthur High School

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Janet Samaniego