JENNIFER ZAMARRIPA
Bilingual Customer Care Coach (Geico)
Chauncey,GA
Summary
Knowledgeable Insurance Bilingual Customer Care Coach, with over 2 years in the industry seeking to apply exceptional customer relation and communication skills. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
2
2
years of professional experience
Work History
Bilingual Customer Care Specialist Coach
GEICO
09.2022 - Current
- Maintained in-depth understanding of all service department procedures and processes, while also managing claims (First Notice of Loss), Sales and Underwriting all in one department
- Performance Monitoring Analyst responsibilities still remain a day to day duty as I continue to score the quality of calls
- Continue to coach and mentor Service reps; adding Claims, Sales, Service, & Underwriting reps to my daily coaching and mentoring
- I help them to develop their technical and customer service skills in each department by monitoring calls taken, policies reviewed and providing feedback through one-on-one coaching
- Maintained up-to-date knowledge of product and service changes.
- Additionally, I provide recommendations to supervisors to improve performance of those associates not meeting minimum standards
- Continue to assist by answering agents’ questions about policies in the chat, review coaching plans/results and provide support in the daily operations of the department
- Take over team when supervisor is out of office.
PMA/Bilingual Service Coach
GEICO
07.2021 - 09.2022
- Have an in-depth understanding of all service department procedures and processes
- With analytical thinking, I am able to apply GEICO logic and establish scoring guidelines, procedures, and processes to score the quality of calls through our V-15 program
- Coach and mentor, on average, 17 Service reps (per class), helping them to develop their technical and customer service skills while managing auto policies
- Helped agents graduate New Hire Orientation by monitoring calls taken and policies reviewed, to assess strengths and weaknesses, providing feedback through one-on-one coaching
- Additionally, I provide recommendations to supervisors to improve performance of those associates not meeting minimum standards
- I also assist by answering agents’ questions about policies in the chat, review coaching plans/results and provide support in the daily operations of the department
- Take over team when supervisor is out of office.
- Identified workers with specific skill sets to recommend for promotions or raises.
- Developed lesson plans, instructional materials and written practice tests for customer service training courses.
- Established and maintained quality control standards.
Bilingual Customer Service Rep
GEICO
11.2020 - 07.2021
- Accomplished to obtain Personal Lines license for 32 different states
- Managed to handle heavy call volume in a fast paced work environment, resolve complex business problems and handle complicated customer issues
- Managed to multi-task during calls
- Was able to learn and apply large amounts of technical and procedural information
- Worked various schedules to meet staffing/phone volume needs.
- Maintained up-to-date knowledge of product and service changes.
- Implemented and developed customer service training processes.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer service objectives by providing superior customer service to Spanish-speaking customers.
Education
High School Diploma -
Fort Meade Sr. High School
2004
Skills
- Skills and acknowledgements
- Bilingual
- Champion for calls handled and efficiencies
- MICROSOFT OFFICE (Word, Excel, PowerPoint, Outlook)
- CRM (Salesforce)
- V-15
- Type 65 WPM
- Customer Relationship Management
- Information Updates
- Quality Assurance Evaluation
Accomplishments
- Supervised team of 17 staff members.
- Achieved Top 5 Coach out of 36 coaches, total, in the department.
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Care Specialist Coach
GEICO
09.2022 - Current
PMA/Bilingual Service Coach
GEICO
07.2021 - 09.2022
Bilingual Customer Service Rep
GEICO
11.2020 - 07.2021
High School Diploma -
Fort Meade Sr. High School
Similar Profiles
Juanita DarrellJuanita Darrell
Claims Adjuster at GeicoClaims Adjuster at Geico
Amanda JacobyAmanda Jacoby
Customer Service Representative at GEICOCustomer Service Representative at GEICO
Brent WatsonBrent Watson
Lead Supervisor - Glass Claims at GEICOLead Supervisor - Glass Claims at GEICO
Gabriel MendozaGabriel Mendoza
Bilingual Customer Service Representative at GEICOBilingual Customer Service Representative at GEICO
Brooke LewisBrooke Lewis
MEDICAL ASSISTANT at DIXIE MEDICAL, LLCMEDICAL ASSISTANT at DIXIE MEDICAL, LLC