Laura Merla Serrano
Laredo,TX
Summary
- Dynamic customer service advocate with extensive experience at Ttec, excelling in complaint resolution and CRM management. Proven ability to enhance client satisfaction through effective communication and problem-solving. Skilled in training and mentoring teams, fostering a collaborative environment that drives performance and operational efficiency. Fluent in multiple languages, ensuring diverse client engagement.
Overview
12
12
years of professional experience
Work History
Costumer Service Advocate
Ttec (TeleTech) - HealthCare Solutions
Laredo, TX
10.2023 - 08.2025
- LaredoResolved customer inquiries through effective communication and problem-solving techniques.
- Assisted clients with enrollment processes, ensuring accurate and timely support.
- Collaborated with team members to streamline workflows and enhance service delivery.
- Utilized CRM software to track customer interactions and maintain accurate records.
Manager
Mcdonalds
Laredo, TX
01.2022 - 08.2023
- Oversaw daily operations, ensuring compliance with health and safety regulations.
- Trained and mentored team members to improve service quality and efficiency.
- Implemented inventory control measures to minimize waste and optimize stock levels.
- Developed staff schedules to maintain adequate coverage during peak hours.
Costumer Service Associate
Concentrix
Laredo, TX
03.2021 - 09.2021
- Resolved customer inquiries efficiently through various communication channels.
- Documented customer interactions accurately in CRM systems.
- Provided product information and support to enhance customer satisfaction.
- Collaborated with team members to improve service delivery processes.
Insurance Sales Agent
Concentrix
08.2019 - 01.2021
- Assisted clients in navigating policy options, enhancing customer satisfaction and retention.
- Developed strong understanding of insurance products and services to effectively address client needs.
- Conducted market research to identify potential leads, expanding client base through targeted outreach.
- Utilized CRM software to manage client interactions and track sales progress accurately.
- Delivered presentations on insurance benefits, educating clients on coverage options and policy details.
- Mentored new agents on best practices for client engagement and relationship building strategies.
- Led initiatives to enhance team performance through training programs focused on product knowledge and sales techniques.
Manager
McDonalds
Laredo Texas
10.2013 - 06.2019
- Supervised daily operations to ensure efficient service and quality standards.
- Trained and mentored team members on customer service techniques and operational procedures.
- Implemented inventory management strategies to reduce waste and optimize stock levels.
- Developed staff schedules to enhance productivity while meeting labor cost targets.
- Resolved customer complaints effectively, improving overall satisfaction ratings.
- Led process improvement initiatives that enhanced workflow efficiency within the restaurant operations.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Education
High School Diploma - Administrative Medical Assistant
Dr. Leonidas Cigarroa High School
Laredo, TX05-2013
Skills
- Call center experience
- Data entry
- Administrative support
- Complaint handling
- Data collection
- Assertiveness
- Complaint resolution
- Computer proficiency
- Appointment setting
- Technical support
- Microsoft outlook
- Account management
- Technical troubleshooting
- Policy review
- Order fulfillment
- Typing speed
- Professional telephone demeanor
- Social media monitoring
- Document control
- Recordkeeping strengths
- Call center operations
- Staff education and training
- Payment handling
- System implementation
Languages
Spanish
Native or Bilingual
Timeline
Costumer Service Advocate
Ttec (TeleTech) - HealthCare Solutions
10.2023 - 08.2025
Manager
Mcdonalds
01.2022 - 08.2023
Costumer Service Associate
Concentrix
03.2021 - 09.2021
Insurance Sales Agent
Concentrix
08.2019 - 01.2021
Manager
McDonalds
10.2013 - 06.2019
High School Diploma - Administrative Medical Assistant
Dr. Leonidas Cigarroa High School