Juanita Montilla Silva
Killeen
Summary
Dedicated Customer Service Representative with a background in commercial insurance and high-volume call environments. Proven ability to resolve issues efficiently, maintain composure under pressure, and build trust through clear, accurate communication. Bilingual in English and Spanish with a strong reputation for professionalism, adaptability, and empathy.
Overview
12
12
years of professional experience
Work History
Bilingual Customer Service Representative SR
Progressive
Austin, TX
10.2020 - Current
- Delivered high-quality customer experiences by resolving inquiries efficiently with empathy and professionalism
- Investigated and resolved complex customer issues, collaborating cross-functionally when needed
- Educated customers on billing, payments, and policy procedures to ensure clarity and compliance
- Maintained composure and performance during high call volumes and challenging interactions
- Built customer trust by providing accurate, bilingual (English/Spanish) support and translation assistance
- Adapted quickly to new systems, processes, and insurance concepts
- Actively contributed to team engagement initiatives, including participation on the gaming committee
- Completed specialized training in TTBMT, Legacy, For-Hire Livery, and MA policies
Supervisor
Teleperformance
Killeen, TX
07.2019 - 05.2020
- Maintained a team of 20 plus agents
- Conducted regular reviews of operations and identified areas for improvement.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Demonstrated leadership skills in managing projects from concept to completion.
Retention Sales Representative / Subject Matter Expert
Spectrum
Austin, TX
04.2014 - 06.2019
- Provide support and issue resolution for agents and leadership
- Used customer insights to develop innovative sales strategies to increase sales.
- Take escalated calls when managers would be away
- Met and exceeded sales, retention and Quality Assurance goals for the 9 consecutive cycles
- Provided support, coaching and development plans to peers which led the team to be ranked in the top 3 within the department
- Facilitated weekly team meetings and assisted with training agents on product, service & system updates
- Promoted within 4 months to a Subject Matter Expert where I demonstrated strong leadership skills, led by example and provided floor support for over 300 agents.
- Negotiated contracts to secure long-term business relationships and favorable pricing for clients.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
Education
High School Diploma -
Whitney M Young Job Corps
Shelbyville, KentuckySkills
- Fluent bilingualism
- Customer service
- Problem-solving
- Spanish translation
Timeline
Bilingual Customer Service Representative SR
Progressive
10.2020 - Current
Supervisor
Teleperformance
07.2019 - 05.2020
Retention Sales Representative / Subject Matter Expert
Spectrum
04.2014 - 06.2019
High School Diploma -
Whitney M Young Job Corps