Summary
Overview
Work History
Education
Skills
Timeline
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Jewels Vasquez

San Antonio,TX

Summary

Self-Driven Individual dedicated to meeting team performance objectives and achieving set targets. Offering 15 years of customer service. Committed individual well-versed in leading trainings, implementing quality assurance control, and developing innovative strategies. Team Player with strong organizational skills.

Overview

17
17
years of professional experience

Work History

Customer Service Specialist 2

Rackspace US
04.2022 - 09.2023
  • Escalation point for customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Enhanced customer satisfaction by providing exceptional training to customer service representatives.
  • Streamlined onboarding process for new customer service representatives, resulting in increased efficiency and reduced training time.
  • Mentored employees by meeting monthly about performance and company targets. Going over call quilty review.
  • Collaborated with management to identify areas of improvement in customer service processes and implemented changes accordingly.
  • Developed customized training materials tailored to individual learning needs.
  • Analyzed performance metrics to identify skill gaps within the team, developing targeted training initiatives to address these areas effectively.
  • Implemented regular refresher courses for customer service representatives to maintain high levels of competency and adaptability within the ever-changing industry landscape.

Customer Service Specialist

Rackspace US
08.2015 - 04.2022
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Reduced response time for customer inquiries by streamlining communication processes.
  • Maintained up-to-date knowledge of products and services to provide accurate information to customers.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
  • Overcame language barriers when necessary by utilizing translation tools or coordinating assistance from multilingual colleagues.
  • Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Customer Service Representative

Farmers Insurance- The Rodriguez Insurance Agency
09.2007 - 09.2012
  • Interviewed prospective clients to obtain data about their financial resources and needs, the physical condition of the person or property to be insured, and to discuss any existing coverage
  • Contacted underwriter and submitted forms to obtain binder coverage
  • Selected company that offers type of coverage requested by client to underwrite policy
  • Serviced various types of insurance policies to businesses and individuals on behalf of insurance companies, including automobile, fire, life, property, medical and dental insurance or specialized policies such as marine, farm/crop, and medical malpractice
  • Handled large sums of cash and daily banking deposits
  • Spearheaded marketing events on a weekly basis to promote the agencies services
  • Coordinated March of Dimes event for local agency

Customer Service Representative

Farmers Insurance- The Huerta Insurance Agency
09.2006 - 08.2007
  • Managed and routed inbound and outbound calls
  • Processed daily payments via phone, in person and on-line.
  • Organized and sorted all incoming and outgoing mail
  • Set up appointments between prospective customers and agent.
  • Assisted the agency producer with their daily follow-ups to policy service
  • Administered all clerical activity within the agency

Education

High School Diploma -

Southwest High School
San Antonio, TX
06.2005

Skills

    Adaptability

    Quality Assurance

    Coaching and Mentoring

    Achiever

    Customer Service

Timeline

Customer Service Specialist 2

Rackspace US
04.2022 - 09.2023

Customer Service Specialist

Rackspace US
08.2015 - 04.2022

Customer Service Representative

Farmers Insurance- The Rodriguez Insurance Agency
09.2007 - 09.2012

Customer Service Representative

Farmers Insurance- The Huerta Insurance Agency
09.2006 - 08.2007

High School Diploma -

Southwest High School

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Jewels Vasquez