Karen Fuentes
Houston,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Allstate Insurance
03.2024 - Current
- Assist customers with policy questions, billing inquiries, and coverage explanations via phone and in person
- Resolve customer concerns efficiently while maintaining a professional and empathetic tone
- Document customer interactions and updates in company systems
- Maintain high customer satisfaction through active listening and problem resolution
- Work collaboratively with team members and supervisors to meet service goals
- Handle 40+ customer inquiries per day in a fast-paced environment
Global Security Operations Center Operator
Allied Universal Security
10.2021 - 01.2024
- Handle high-volume emergency phone calls, emails, and in person interactions
- Provide timely communication and actionable intelligence to support the protection of employees and company property.
- Provide an effective response to employees' complaints.
- Maintained accuracy and composure in high pressure situations
Global Badge Coordinator
Allied Universal Security
03.2018 - 10.2021
- Input the required information using multiple software programs simultaneously
- Handled high-volume phone calls, emails, and in person interactions.
- Printed, issued, and distributed multiple types of employee badges for ConocoPhillips facilities across the U.S., Singapore, China, Australia, and Colombia.
Customer Service Representative
State Farm Insurance
01.2017 - 03.2018
- Handled 40+ phone calls and all areas of responsibility.
- Answered questions with up-to-date knowledge of sales and products to offer our customers a valuable product and informed experience.
- Signed up new customers, retrieved customer data, cancelled, and promoted service information.
- Provide an effective response to customer complaints where applicable and forward any others to relevant departments.
Education
High School -
Cypress Lakes High School
05.2015
Skills
- Microsoft Office Suite
- Eagent
- Allstate Gateway
- Analytical and problem solving
- Attention to detail
- Fluent in English
- Fluent in Spanish
Certification
• Google Data Analytics
• Google IT Fundamentals
• Property & Casualty (P&C) Insurance License
• Google IT Fundamentals
• Property & Casualty (P&C) Insurance License
References
- Paul Parker, AUS at ConocoPhillips
- Jeanette Padilla, State Farm Insurance
- Marlene Sarmiento, Allstate Insurance
Timeline
Customer Service Representative
Allstate Insurance
03.2024 - Current
Global Security Operations Center Operator
Allied Universal Security
10.2021 - 01.2024
Global Badge Coordinator
Allied Universal Security
03.2018 - 10.2021
Customer Service Representative
State Farm Insurance
01.2017 - 03.2018
High School -
Cypress Lakes High School